Our policy is aligned with the Consumer Defense Code. You have up to 7 calendar days from the receipt of the product to request a full or partial refund. Exchanges for size or model, or for store credit, can be requested up to 30 calendar days after receipt.

Conditions: Used, incomplete products, or those with violated tags/seals are not eligible for exchange or return. All requests undergo a quality evaluation. If product violation is found, the request will be denied and the item returned to the buyer.

How to Request: Access Troquecommerce and fill in the requested information (have your order number and email handy). The first exchange or return is free. For additional exchanges, shipping will be charged. Orders paid with store credit are not refundable.

We do not process exchanges or returns if: The above conditions are not met; there are signs of incorrect use or alterations to the product; there are cosmetic stains or damage due to improper use; the reported defect is not confirmed.

It is possible to exchange for another size/model or store credit, provided that the request is made within 30 (thirty) calendar days from the date of receipt of the product.
To do this, you must access troquecommerce to request an exchange or return and fill in the requested information. To facilitate this, have your order number (example: 1023680970277-01) and registration email handy.
After the exchange request is formalized, a postage authorization will be sent via email, so that you can make the return at the nearest Post Office agency to your residence. The return is free of charge and at the Post Office itself, where the item can be sent in the same packaging received or you can purchase a new box for shipping at the Post Office agency itself, with the option of providing a box for its storage and transport.
After receiving and checking the product, you will be informed by email with the return invoice and the availability of the product for exchange will be validated. If not available, a store credit will be provided for future purchases on our website.

RETURN DUE TO RIGHT OF WITHDRAWAL:

To return your purchase due to repentance or withdrawal, the request must be made within 7 (seven) calendar days from the date of receipt of the product, where you can choose between receiving the paid amount back or credits for a next purchase.
If you choose a refund, we will return your money according to the payment method used in your order. The refund amount will refer to the item you return from the order. If you return the complete order, the reimbursed amount will be the total of the invoice, that is, the value of the product(s) plus the shipping cost. If it is a partial return of the order, the refunded amount will refer only to the product(s) you return, as we understand that you used the shipping service to receive the other items you will keep.

RETURN OF DEFECTIVE PRODUCT:

You have up to 90 calendar days after receiving your purchase to report any product defect to the email ecommerce@altogiro.com.br.
All products will undergo an analysis by our quality team, to verify the origin of the reported problem and if the problem is confirmed, a period of 30 (thirty) calendar days is stipulated for immediate exchange of the product or repair of the product, and re-shipping free of charge.
If no defect is found or if any of the conditions described in the previous topics are not met, the product will be available for re-shipping to the customer, upon payment of transport costs.

DISCREPANCY, DAMAGE AND OTHERS:

Our products are packed and stored in our factory with all care and affection, so that you receive our Sport Way of Life in your hands.

If any of the situations below occur, check your order and contact us immediately:

• Open or damaged packaging;
• Damaged product;
• Product not in accordance with the order;
• Missing accessories.

If, even so, you receive the product, please contact our Customer Service Center within 72 hours. If you do not know the recipient, please refuse the item, which will be returned for handling.

For purchases made with a credit card, the amount paid will be refunded to your card within up to 3 subsequent billing cycles. This procedure is the responsibility of the credit card administrator.
For purchases with payments made via bank slip (boleto bancário), the refund will be made to the account holder's checking account within up to 7 business days. It is necessary that the CPF of the account holder is the same as the one who placed the order. We do not issue refunds to third parties.
For purchases made via Pix, the refund will be made to the same originating account, and the reversal is immediate.
For purchases made with a Gift Card, refunds will be processed using the same payment method. If the purchase was paid with a Gift Card along with another payment method mentioned above, the refund will be made via Gift Card and the remaining amount reversed, according to the payment method chosen by the customer.

To do this, you must access troquecommerce to request a return and fill in the requested information. To facilitate this, have your order number (example: 1023680970277-01) and registration email handy.
After formalizing the return request, a postage authorization will be sent via email so that you can return the item at the nearest Post Office branch.
The return is free of charge and can be made at the Post Office itself, where the item can be sent in the same packaging received, or you can purchase a new box for shipping at the Post Office branch, with the option of providing a box for its storage and transport.
After receiving and checking the product, you will be informed by email with further details. The product inspection process can take up to 05 business days, and the refund processing can take up to 03 business days, totaling 08 business days for the entire process.


HAVE QUESTIONS?:

We are available via the following contact: WhatsApp: (44) 99104-7820, Monday to Friday from 8 am to 12 pm and from 1 pm to 5 pm, except holidays, via email: ecommerce@altogiro.com.br.