Exchanges and Returns Policy
- Exchange of Defective Products
1.1. Our Store will exchange the products purchased by Customers, in accordance with the Consumer Defense Code.
1.2. The option for product exchange will only be available in the case of identifying a defect or flaw, and the Customer must notify the Customer Service Center and follow the instructions received for the exchange request to be analyzed and processed.
1.3. If a technical or manufacturing defect is identified, the request for exchange/return must be made within 7 (seven) calendar days from the date of receipt of the product. After this period, the Customer must send the product to the manufacturer’s technical assistance.
1.4. If different products are delivered than those originally purchased, the consumer must refuse delivery or request an exchange of the product within 7 (seven) calendar days from the date of receipt.
1.5. Products purchased from Our Store can be exchanged at physical stores, provided that the Customer contacts the email: suporte@nossaloja.com and awaits confirmation.
1.6. If the product to be exchanged is no longer available, the Customer may choose:
– A Store Credit for use on a future purchase, including the shipping cost if charged;
– Exchange for another product available on Our Site, of the same value as the purchased product, including the shipping cost if charged;
– Refund of the product price, excluding the shipping cost. - Change of Mind (Return)
2.1. If the Customer regrets a purchase, they may exercise their right by informing Customer Service within 07 (seven) calendar days from the date of receipt of the product.
2.2. The cancellation request will undergo an evaluation to check for any use or destruction of the product, even if partial. In such cases, the return will not be possible.
2.3. Products must be sent back in their original packaging with all manuals and accessories.
2.4. If the cancellation of the purchase is confirmed, Our Store will take the necessary steps, and the amounts will be refunded to the Customer according to the payment method used for the purchase: (I) bank deposit, within up to 5 (five) business days, or (II) contacting the credit card company, within 2 (two) business days, to notify the financial institution responsible for the credit (refund) which may occur within up to two subsequent statements, according to the credit card statement closing date.
2.5. The deadlines will only be counted from the return of the product(s) to our distribution center at nossaloja.com, observing the criteria established in item 6, subitem 6.3. - About Exchanges or Change of Mind
3.1. All returns or exchanges of products sold by Platina Sport Bike must be communicated to Customer Service before sending the products back to our Distribution Center.
3.2. An exchange or cancellation request will only be accepted for products that are:
– Perfectly packed in the original packaging;
– Accompanied by the manual and all accessories;
– Without signs of use or consumption;
– Accompanied by the original Sales Invoice or DANFE (Auxiliary Document for Electronic Invoice), as applicable.
3.3. When requesting an exchange procedure or cancellation of purchase, Platina Sport Bike will provide a posting authorization code, along with the necessary shipping instructions for the merchandise or the expected pickup date for the product.
3.4. Platina Sport Bike will only process the exchange of products after confirming in our Distribution Center that the product is suitable for replacement. This process may take up to 3 (three) business days from the receipt of the merchandise in question at the Distribution Center. - Reshipment of Merchandise to the Customer
4.1. If this procedure is unsuccessful for the following reasons, the Customer Service Center of Our Store will contact the Customer to resolve the situation:
– Absence of the Customer at the location (3 attempts);
– Incorrect address;
4.2. If these issues cannot be resolved, the delivery request for the product will be canceled, and if the customer wants the reshipment, they will need to pay the shipping cost again. - Customer Service
If you have any questions regarding the delivery, exchange, and return policy, please contact us through the following channels:
- By phone at (000) 0000-0000, Monday to Friday from 8 am to 5 pm.
- Through the website, visiting the nossaloja.com portal at (www.nossaloja.com), clicking on Contact, filling out the requested fields on the site, and clicking send.
- By email, sending a message to support@nossaloja.com.