Returns & Exchanges Policy

  • Our product exchange and return policy is designed to provide you with full security regarding the items purchased in our store.

    All our products come with a warranty against manufacturing defects.
    We also accept exchanges for products that are different from the item originally ordered by the customer.

    1. Products with Defects or Different from the Order

    If you receive a product with a manufacturing defect or different from what you ordered, please follow the steps below to request an exchange.

    If more than 7 business days have passed and the product presents any defect or issue, contact us informing:

    • Your CPF (tax ID, if applicable)
    • Order number
    • The product to be returned
    • A description of the defect

    As soon as we receive your e-mail, we will forward your request to our quality department for verification.
    Authorization from this department is required before any exchange can be processed.

    Once the analysis is completed, we will contact you with the result and inform whether an exchange will be necessary.

    The deadline to request an exchange for this reason is 90 days after receiving the product.

    Attention: We will not process exchanges or refunds after this period.

    2. Analysis and Possible Solutions

    Your claim will be analyzed within a maximum of 7 business days and, once the problem is confirmed, we will contact you via e-mail. You will then be able to choose one of the following options:

    • Receive a refund of the amount paid;
    • Receive a new product identical to the one originally ordered;
    • Receive a different product of similar value ;
    • Receive a store credit/coupon in the value of the product to use on future purchases.

    3. Order Cancellation (Right of Withdrawal)

    According to the Consumer Defense Code (CDC), the request to cancel online purchases must be made within 7 days after the date of receipt of the product.

    For credit card refunds, our financial department has a maximum of 7 business days to process the request with the card operator.
    The deadline for the amount to appear back on your credit card can be up to 120 days, according to the card operators, and depends on your billing cycle.

    If a refund via bank transfer is necessary, it will be made to a current account within a maximum of 10 business days after the quality analysis is completed, and it can only be made to an account registered under the same CPF used on our website.

    4. Returns Without Prior Authorization

    If products are returned without prior communication, outside the allowed period, missing items, with discrepancies, without tags or without the invoice, they will be sent back to the customer.

    The same applies to exchanges that are not approved after analysis by our quality department.
    In these cases, the products will be resent to the customer via “cash on delivery” (COD) shipping, and the return shipping cost must be paid by the customer.

    5. Shipping Costs

    Attention: TRAEVO is not responsible for shipping costs related to returns followed by refunds, chargebacks or exchanges for other products.
    These shipping expenses are the customer’s responsibility.