Return and Refund Policy
Replacement, Return, and Warranty
Replacement or Return
Important note: Do not discard the original packaging received with the shipping label and tracking code; it is important that the customer presents the packaging to activate the product warranty.
Our primary commitment is your complete satisfaction. If you have chosen your product from our online store but are not satisfied upon receiving it, or even if you believe it has a manufacturing defect, we guarantee replacement or return in the following cases:
1.1. Dissatisfaction with the product: within 7 (seven) calendar days from the date of receipt (the customer may request a refund or replacement by returning the received product).
1.2. The product is defective: within 30 (thirty) calendar days from the date of receipt (in this case, the buyer is not entitled to a refund, but only to the replacement of the defective product and in any case for the product of the replaced model). In case of defects such as: product with damaged glass or screen, visible scratches, missing parts, the buyer has the right to claim the warranty if they contact us within a maximum of 24 hours from receipt and always send photos of the received package. If the customer contacts us after 24 hours, it is considered that the problem is due to misuse. In both cases, please contact us first by email, and our team will advise the customer on how to return the product.
1.3. All costs of returning the product: by mail are the responsibility of the customer, but the amount spent on shipping costs will be valid for the value of the voucher (which must always be a PAC if the customer sends it via SEDEX, the voucher will be the PAC of the next purchase); the next purchase must be at least the value of the product to be exchanged for the customer to benefit from the voucher.
Return of Product for Dissatisfaction
The product must not show signs of use. In the case of watches, the product must not be detached from the strap and must be sent with an acknowledgment of receipt in its original packaging (postal package with label); otherwise, no refund or exchange will be made.
Once the package is received, we will conduct an analysis to ensure that everything complies with the return conditions of the item. After confirmation, our service team will contact you, in which case you may choose one of the following options:
2.1. Replacement with any other product available in our warehouse.
2.2. Refund of the amount spent on the products (if returned within the first 7 days of receipt).
Warranty
First, to verify the problem, the customer must contact our warranty service exclusively by email. The customer must inform us of the problem with the order number and describe the problem in text form so that our specialists can evaluate it. All products in the store have a 30-day warranty from the date of receipt. To activate the warranty, the customer must send us a video of up to 1 minute to demonstrate the problem; this video must also show the packaging of the received product (postal package with label), it is important that the packaging is visible in the video. The customer can also demonstrate the defect by sending photos that clearly show the defect and the packaging of the product must be visible in the photo. If the buyer cannot provide the video or the photo, the product must be sent to our address for analysis with the PAC shipping cost, as mentioned in point 1.3 above, the product must be sent with the original postal packaging, labeled, and undamaged to the recipient.
NOTE: We do not provide any technical support, we do not have an official assistant. If you have any questions, please contact our team, and we will provide you with all the support you need.
IMPORTANT
Our warranty does not cover cosmetic damage that occurs after the device has been purchased from our company, such as a cracked or broken screen.
4.1. The warranty also does not cover: Damage caused by liquids, such as dropping or leaving the product in water; although some products are waterproof, there are certain limitations that must be observed for all products. Example: Regardless of the waterproofness of the product, never expose the product to hot water or steam, as this may compromise the product; damage caused by the user or a third party attempting to repair or adapt the product; damage to the strap, such as stains or breaks, unless the product arrives defective; improper use of accessories; failures or damage that may result from normal wear and tear - for example, scratches on the screen due to use, oxidation due to excess uric acid caused by the user of the product; acceptable loss of battery life; tests to demonstrate the resistance of the product, such as the watch glass resistance test or the water resistance test, among others; In the case of underwear (underwear/pants/socks), no replacements or returns will be accepted if the garments have been used or subjected to bodily tests.
Replacement or Return
Important note: Do not discard the original packaging received with the shipping label and tracking code; it is important that the customer presents the packaging to activate the product warranty.
Our primary commitment is your complete satisfaction. If you have chosen your product from our online store but are not satisfied upon receiving it, or even if you believe it has a manufacturing defect, we guarantee replacement or return in the following cases:
1.1. Dissatisfaction with the product: within 7 (seven) calendar days from the date of receipt (the customer may request a refund or replacement by returning the received product).
1.2. The product is defective: within 30 (thirty) calendar days from the date of receipt (in this case, the buyer is not entitled to a refund, but only to the replacement of the defective product and in any case for the product of the replaced model). In case of defects such as: product with damaged glass or screen, visible scratches, missing parts, the buyer has the right to claim the warranty if they contact us within a maximum of 24 hours from receipt and always send photos of the received package. If the customer contacts us after 24 hours, it is considered that the problem is due to misuse. In both cases, please contact us first by email, and our team will advise the customer on how to return the product.
1.3. All costs of returning the product: by mail are the responsibility of the customer, but the amount spent on shipping costs will be valid for the value of the voucher (which must always be a PAC if the customer sends it via SEDEX, the voucher will be the PAC of the next purchase); the next purchase must be at least the value of the product to be exchanged for the customer to benefit from the voucher.
Return of Product for Dissatisfaction
The product must not show signs of use. In the case of watches, the product must not be detached from the strap and must be sent with an acknowledgment of receipt in its original packaging (postal package with label); otherwise, no refund or exchange will be made.
Once the package is received, we will conduct an analysis to ensure that everything complies with the return conditions of the item. After confirmation, our service team will contact you, in which case you may choose one of the following options:
2.1. Replacement with any other product available in our warehouse.
2.2. Refund of the amount spent on the products (if returned within the first 7 days of receipt).
Warranty
First, to verify the problem, the customer must contact our warranty service exclusively by email. The customer must inform us of the problem with the order number and describe the problem in text form so that our specialists can evaluate it. All products in the store have a 30-day warranty from the date of receipt. To activate the warranty, the customer must send us a video of up to 1 minute to demonstrate the problem; this video must also show the packaging of the received product (postal package with label), it is important that the packaging is visible in the video. The customer can also demonstrate the defect by sending photos that clearly show the defect and the packaging of the product must be visible in the photo. If the buyer cannot provide the video or the photo, the product must be sent to our address for analysis with the PAC shipping cost, as mentioned in point 1.3 above, the product must be sent with the original postal packaging, labeled, and undamaged to the recipient.
NOTE: We do not provide any technical support, we do not have an official assistant. If you have any questions, please contact our team, and we will provide you with all the support you need.
IMPORTANT
Our warranty does not cover cosmetic damage that occurs after the device has been purchased from our company, such as a cracked or broken screen.
4.1. The warranty also does not cover: Damage caused by liquids, such as dropping or leaving the product in water; although some products are waterproof, there are certain limitations that must be observed for all products. Example: Regardless of the waterproofness of the product, never expose the product to hot water or steam, as this may compromise the product; damage caused by the user or a third party attempting to repair or adapt the product; damage to the strap, such as stains or breaks, unless the product arrives defective; improper use of accessories; failures or damage that may result from normal wear and tear - for example, scratches on the screen due to use, oxidation due to excess uric acid caused by the user of the product; acceptable loss of battery life; tests to demonstrate the resistance of the product, such as the watch glass resistance test or the water resistance test, among others; In the case of underwear (underwear/pants/socks), no replacements or returns will be accepted if the garments have been used or subjected to bodily tests.