Exchange and Return

Refund and Chargeback

If you decide to cancel your purchase, the amount will be refunded using the same payment method chosen at the time of purchase:

- Credit Card: Once the cancellation is completed, the chargeback view (this includes the installments already paid) will appear on your current or next invoice, depending on the closing date and the Credit Card Operator.

- Bank slip: After completion, the refund will occur within 10 (ten) business days in your bank account. Important: It is necessary that the account informed is in the name of the holder.

 

Product different from what you bought

If you notice this at the time of delivery, you need to refuse receipt and make a note on the back of the invoice or proof of delivery explaining the problem. After you do this, contact the Service Center so that our team can check what happened, okay?

But, if you notice upon receipt, please send an email within the 7 calendar day exchange period and let us know the difference between the product you purchased and the product you received. Also inform the data of the product label.

 

Defective product after 7 days of delivery

If the product is defective after 7 days of delivery, you will need to contact the supplier to get more information about the problem and also to find technical assistance. Keep an eye on the validity of the warranty!

You can also look for one of the service stations accredited by the brand directly.

It is worth taking a look at the instruction manual, which usually has the addresses of the right technical assistance to take care of the product.

Now a very important information: the first paragraph of article 18 of the Consumer Protection Code says that the manufacturer can solve the problem of his product in up to 30 (thirty) days. If it takes longer than that, you are entitled to receive a new product, cancel the purchase or receive a discount proportional to the repair price.

 

Deadline to request an exchange or return

The deadline to request the exchange or return of your order is up to 7 (seven) calendar days after delivery, (weekends and holidays also apply). This is a right that is in article 49 of the Consumer Protection Code.

 

Missing accessories or moving parts / Broken parts

Did you know that if you received your product with missing parts, accessories or with a damaged part, we can check with the manufacturer to send only the part?

Just contact our Service Center and we will check the possibility with the supplier. If the part/accessory is available, it will be shipped to your address within 30 calendar days of the request. Important: Moving parts can only be requested within the manufacturer's warranty period.

You can choose the part or make the total exchange of the product.

 

The exchange period is 7 calendar days after delivery. But look:

- It is necessary that the product in the original packaging with the manual and all the accessories that came with the product, without signs of misuse, such as those scratches and marks of falls. If you do not have the original packaging, you can use another one, as long as it is properly sealed so that no damage occurs. (We recommend the bubble wrap sealed with tape). Oh, and the products in the Electronics, Computers and Telephony categories must have the original manufacturer's internal label (warranty seal) intact, ok?. 

 

Order has just been approved, how do I exchange/return?

We are unable to exchange/return at this time. It is necessary that you refuse the product at the time of delivery and after the refusal contact us so that the exchange can be opened, ok?

You can contact our Service Center.

 

New product submission deadline

If you requested an exchange for the same product, shipping the new item is the last step of the exchange. As soon as the product is returned to our stock, it undergoes an analysis of 3 working days and the new sale will be generated in the system. You will receive emails with the step by step of your exchange.

Now, if you requested an exchange for a different product than the one you purchased, the product will be collected/returned to our stock, it will undergo an analysis of 3 working days and after the analysis, the Purchase Voucher will be made available.

 

malfunction

Heads up! It is important to check the packaging and product(s) when you receive the order, ok? to ensure that everything will be in order with what you bought.

If you or the person receiving the package notices a defect in the packaging or product at the time of delivery, you can refuse and make a note on the back of the invoice or proof of delivery explaining what you noticed strange.

After you refuse, let the Call Center team know so they can follow up on your case, okay?

But, if you only notice the problem after receiving the package, then no need to worry! We can exchange or cancel your purchase as long as it is within 7 calendar days from the day after your order was delivered. Click here and send your exchange request explaining what happened.

 

Defective product

You have 7 (seven) calendar days after delivery to request an exchange or return.

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Contacts and Address: Track Auto Imperatriz Ltda, CNPJ No. 45.944.722/0001-32. located at Rua C, Quadra 13, Casa 10, CEP: 65.918-384, Imperatriz/MA, Brazil. Contacts: https://www.itztrack.com.br/faleconosco

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