Refund Policy

RR Store works to ensure that all deliveries are made correctly and in accordance with the purchased product. When something does not go as expected, we evaluate each refund request individually, based on this Policy and the order information.

This Policy is an integral part of the RR Store Terms of Use. By using the platform, you agree to the terms described herein.

The Brazilian Consumer Protection Code (art. 49) guarantees the right of withdrawal for purchases made outside of a commercial establishment (including online purchases), within 7 (seven) days from the date of acquisition or receipt of the product.

• For digital products not yet delivered or consumed, a full refund will be processed upon request within the legal period.
• For digital products already delivered and consumed (e.g., top-up already credited to the game account), the right of withdrawal may not apply, considering the immediate and irreversible nature of the digital service.
• The analysis will consider the nature of the product, the timing of the request and whether delivery has been completed.

A refund may be granted in the following situations, subject to analysis:

• Non-delivery: the purchased product or service was not delivered as contracted within the stipulated timeframe.
• Incorrect delivery: the delivered product significantly differs from what was purchased (different type, quantity or value).
• Proven technical failure: a failure in the RR Store system that prevented correct delivery completion, as verified by the technical team.
• Duplicate payment: proven duplicate charge for the same order.
• Service not started: when service execution has not begun and cancellation is possible without resource consumption.

A refund may be denied in the following situations:

• Incorrect information provided by the customer: wrong UID, server, credentials or game data that prevented or made correct delivery impossible. The User is responsible for verifying data before confirming the order.
• Already consumed product: top-up already credited to the game account or digital credits already used on the platform.
• Completed service: delivery successfully made and confirmed, even if the User did not use the product in the game.
• Late withdrawal request: request made after the 7-day period provided by the Consumer Protection Code, when the product has already been delivered.
• Fraud or bad faith: misuse of the refund process, attempted fraud, improper chargeback or recurring abuse.
• Game instability: game server problems or changes made by the game publisher that are not RR Store's responsibility.
• Promotions and bonuses: bonuses or promotions granted by the game publisher along with the top-up are not RR Store's responsibility.

To request a refund, follow these steps:

• 1. Contact official RR Store support via WhatsApp (+55 11 96304-1504) or through the platform support chat.
• 2. Provide the order number (found in your orders area or in the confirmation email).
• 3. Describe the problem in detail.
• 4. Attach evidence if applicable: screenshots showing the error, the UID/server used, or any relevant information.
• 5. Wait for analysis by the support team.

Incomplete requests (without order number or without evidence when requested) may have their analysis suspended until the necessary information is provided.

• Analysis period: refund requests will be analyzed within 7 (seven) business days after receipt of all necessary information.
• Complex cases: situations requiring in-depth technical investigation or supplier contact may have extended timelines, with prior communication to the User.
• Result notification: the User will be informed of the approval or denial of the refund, with the respective justification, by email or through the support channel used.

Once a refund is approved, restitution is made in one of the following ways:

• Refund to the original payment method: the standard form of restitution. The refund is processed through the same payment method used for the purchase, and the time to completion depends on the provider, ranging from 5 to 30 business days.
• PIX: where applicable and by agreement, the refund may be made via PIX to the key indicated by the User.
• Credit in the internal wallet (RR Coins): the fastest alternative, offered only when the User expressly agrees to this form. The credit works as a discount on future purchases on the platform and is not convertible into cash.

The User may, at any time, decline restitution as credit and choose a refund to the original payment method or in cash, under the Consumer Protection Code. The choice of refund method belongs to the consumer.

We recommend that Users always contact RR Store support before opening disputes or chargebacks with the payment provider.

• Chargebacks opened without prior resolution attempt with us may be contested with delivery and service fulfillment evidence.
• Users who make improper chargebacks (fraudulent or after legitimate product receipt) may have their account suspended or permanently blocked.
• RR Store fully cooperates with payment providers in dispute resolution and provides all necessary documentation.

This Policy does not exclude, limit or prejudice consumer rights provided by Brazilian legislation, in particular the Consumer Protection Code (Law No. 8,078/1990).

If you believe your rights have been violated, you may at any time file a complaint with consumer protection agencies (Procon) or access the platform consumidor.gov.br.

To request a refund or clarify questions about this Policy:

• WhatsApp: +55 (11) 96304-1504
• Email: rrstore@rrstore.pro
• Website: https://rrstore.pro/contato