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:
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 need.
If you received the product and need to exchange it because it did not fit or was not what you ordered, or it had some defect, you have 30 calendar days from the date of purchase to request and exchange the product. If your return is due to unjustified withdrawal or regret, you have 7 days to return it. The products to be exchanged or returned cannot show any signs of use and must have the labels, tags and accessories intact. It is mandatory to send the invoice/DANFE, as well as its original packaging. Products on sale cannot be exchanged. In all exchanges, the product enters at the price paid and leaves at the current price 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 costs of resending will be borne by the customer.
The products are evaluated and if they are in compliance, the exchange is made or the amount is refunded.
IMPORTANT TIP! Our suggestion is that when you receive your Tramadie, you try it on a rug so that there are no signs of wear on the sole.
We cannot exchange products that show any signs of use or poor condition. There are no exchanges for products on sale. The product must have the tag on it. We do not exchange or return gifts for cash or other Tramadie products, even if they are defective. We make sure that our customers always receive a brand new Tramadie!
The first exchange is at Tramadie's expense. From the second exchange onwards, the buyer will be responsible for the costs. In the case of an unjustified return or regret, the customer will be responsible for the return shipping. Please note that the new product will only be sent after the original product has been returned under the conditions and terms described above. The shipping paid for the first shipment cannot be refunded.
If you received the product and need to exchange it because it did not fit or was not what you ordered, or it had some defect, you have 30 calendar days from the date of purchase to request and exchange the product. If your return is due to unjustified withdrawal or regret, you have 7 days to return it. The products to be exchanged or returned cannot show any signs of use and must have the labels, tags and accessories intact. It is mandatory to send the invoice/DANFE, as well as its original packaging. Products on sale cannot be exchanged. In all exchanges, the product enters at the price paid and leaves at the current price 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 costs of resending will be borne by the customer.
The products are evaluated and if they are in compliance, the exchange is made or the amount is refunded.
IMPORTANT TIP! Our suggestion is that when you receive your Tramadie, you try it on a rug so that there are no signs of wear on the sole.
We cannot exchange products that show any signs of use or poor condition. There are no exchanges for products on sale. The product must have the tag on it. We do not exchange or return gifts for cash or other Tramadie products, even if they are defective. We make sure that our customers always receive a brand new Tramadie!
The first exchange is at Tramadie's expense. From the second exchange onwards, the buyer will be responsible for the costs. In the case of an unjustified return or regret, the customer will be responsible for the return shipping. Please note that the new product will only be sent after the original product has been returned under the conditions and terms described above. The shipping paid for the first shipment cannot be refunded.
DELIVERY NOT IN ACCORDANCE WITH ORDER
If you receive products that do not match your order, or if there is any other discrepancy, please contact our customer service team by email or WhatsApp.
Important: Refuse a product if the packaging is open or damaged, as Tramadie cannot be held responsible for missing or damaged products if the packaging is tampered with upon receipt. We ask that you record the damaged packaging with photos and videos so that we can contact the Post Office.
Important: Refuse a product if the packaging is open or damaged, as Tramadie cannot be held responsible for missing or damaged products if the packaging is tampered with upon receipt. We ask that you record the damaged packaging with photos and videos so that we can contact the Post Office.
PRODUCT WARRANTY
If you notice any signs of defect or non-conformity in your product, please notify us immediately by email, informing us of the purchase details and the situation. In these cases, we will carry out a technical evaluation 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 keep you informed of the progress. Always send both feet, remembering that the sooner you send the product, the faster 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 opt for an exchange of the product. Likewise, whenever no defect or flaw is found, or if the product shows signs of improper use, the original product will be returned 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 opt for an exchange of the product. Likewise, whenever no defect or flaw is found, or if the product shows signs of improper use, the original product will be returned to you.
WITHDRAWAL OR REGRET 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 the cancellation of the purchase. In this case, the customer must contact Tramadie by email requesting the 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 the customer's responsibility. If the product is in compliance with the terms described above, the amount will be refunded, except for the shipping cost.
If you choose to request a refund, the procedures will vary depending on the payment method selected in the original order:
– Payment by Credit Card: the refund will appear on the credit card statement and will be visible in up to two statements, after the return is completed, depending on the card's due date.
– Payment by Bank Slip or Deposit into Account: the refund will be made to the current account of the order holder via DOC within 10 business days after the return process is completed.
The amount to be refunded or converted into credits will always be the amount actually paid by the customer in the original order, regardless of the value at which the product is being sold at the time of exchange.
Please note that the refund process is conditional upon 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.
If you choose to request a refund, the procedures will vary depending on the payment method selected in the original order:
– Payment by Credit Card: the refund will appear on the credit card statement and will be visible in up to two statements, after the return is completed, depending on the card's due date.
– Payment by Bank Slip or Deposit into Account: the refund will be made to the current account of the order holder via DOC within 10 business days after the return process is completed.
The amount to be refunded or converted into credits will always be the amount actually paid by the customer in the original order, regardless of the value at which the product is being sold at the time of exchange.
Please note that the refund process is conditional upon 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 our customer service team via the website or by email at contato@tramadie.com.br. To speed up the process, please provide your order number and the reason for the exchange or return. Our team will guide you on how to proceed.