Exchange policy

Tramadie puts your satisfaction first, so we will make the process of exchanging or returning products as simple as possible. See information about exchanges and returns:

1. PRODUCT EXCHANGE

The first step in the exchange or return process is to contact Tramadie by email or WhatsApp to formalize the need and reason for the exchange. As soon as we receive your email we will rush to meet your needs.

If you received the product and need to exchange it because it didn't fit or wasn't what you ordered, or it was defective, you have 30 calendar days from the date of purchase to request and exchange the product. If your return is due to unreasonable withdrawal or regret, you have 7 days to return it. Products to be exchanged or returned must not have any signs of use and must contain labels, tags and accessories intact. It is mandatory to send the note/DANFE, as well as its original packaging. Promotional products cannot be exchanged. In all exchanges, the product enters at the amount paid and leaves at the current value on the website on the date of exchange.

In the event of an error in the address or data that results in a return by post, the shipping costs must be borne by the customer.

The products are evaluated and if they comply, the exchange is made or the amount refunded.

IMPORTANT TIP! Our suggestion is that when you receive your Tramadie, you try it on a rug so that there is no sign of wear on the sole.

We cannot exchange products with any sign of use or poor conservation. There are no exchanges for promotional products. The product must contain the label. We do not exchange or return gifts for cash or other Tramadie products, even if they prove to be defective. We make sure that our customers always receive a brand new Tramadie!

The first exchange is for Tramadie. From the second exchange onwards, the expenses are covered by the buyer. In the case of an unexplained return or regret, return shipping is the responsibility of the customer. Please note that the new product will only be sent after the original product has been returned under the conditions and terms described above. Shipping costs paid for the first shipment cannot be refunded.

2. DELIVERY IN DISAGREEMENT WITH THE ORDER

If, eventually, you receive products that do not comply with your order, or with any other discrepancy, please notify our customer service team by email or WhatsApp.

Important: Refuse a product if the packaging is open or damaged, as Tramadie cannot be responsible for missing or damaged products if the packaging is damaged upon receipt. We ask that there be a record of the damaged packaging with photos and videos so that we can contact the Post Office.

3. PRODUCT WARRANTY

If you observe any sign of defect or non-conformity in your product, notify us immediately by email informing the purchase details and the situation. In these cases, we will carry out a technical assessment for technical repair or effective exchange. This evaluation process may take up to 30 days from the date of receipt of the item, depending on the necessary analyses, but we will always prioritize the solution and position you on the progress. Always send both feet, remembering that the sooner you send it, the quicker we will get back to you.

In cases where the product has a manufacturing defect, you will receive a new item. If technical repair is the recommended and sufficient option, you will not be able to choose to exchange the product. Likewise, whenever no defect, defect is found or, if the product shows signs of inappropriate use, the original product will be returned to you.

4. WITHDRAWAL OR REPENTANCE OF PURCHASE

According to federal decree 7,962/13 – the e-commerce law, the customer has up to 7 (seven) business days after receiving the product to request cancellation of the purchase. In this case, the customer must contact Tramadie by email requesting cancellation. After this process, and within a period agreed with our team, the customer is responsible for posting the product at the post office and the cost in this case is borne by the customer. If the product complies with the terms described above, the amount will be refunded, except for shipping costs.

If you choose a refund, the procedures will vary depending on the payment method selected in the original order:

– Payment by Credit Card: the refund of the amounts will appear on the credit card statement and will be displayed on up to two invoices, after the return is completed, depending on the card's expiration date.

– Payment by bank slip or account deposit: the refund will be made to the order holder's current account through DOC within 10 business days after completing the return process.

The amount to be returned or converted into credits will always be the amount actually paid by the customer in the original order, regardless of the value for which the product is being sold at the time of exchange.

Please note that the refund process is subject to the return of the product originally purchased and compliance with the conditions indicated above. If, eventually, the return does not meet the conditions, the products will be sent again without the right to return.

COMMUNICATION FOR EXCHANGE OR RETURN

If you need to return or exchange a product, just let us know. All requests must be communicated to the customer service team via the website or by email contato@tramadie.com.br . To speed up the process, please provide the order number and the reason for the exchange or return. Our team will guide you on how to proceed.