TECNOTRI - EXCHANGE, RETURN, AND WARRANTY POLICY
- Service Channels and Essential Information
Every request must be started through our official channels. To ensure a quick response, always have the documents and information listed below on hand.
- Request Channels:
- a) Customer Service Email or WhatsApp: Send your request to [email protected], or +55 54 3359-2400 or +55 54 98132-2901
- b) Salesperson or Sales Team: You can also contact the salesperson who assisted you so they can route your request internally.
1.2) Required Documents:
- a) Product invoice. If you don’t have it, provide the buyer’s CPF or CNPJ (Brazilian tax ID) so we can locate the record;
- b) Photos and/or Videos: For any warranty or damage claim, clear photos and videos showing the problem must be included.
1.3) Customer Service Hours:
Monday through Friday, from 8:00 AM to 4:50 PM.
1.4) Purchase confirmation
- a) For purchases made through our website, the order will only be confirmed after payment is recorded in the system, whether via bank slip (boleto), credit card, or PIX;
- b) For orders placed directly with TECNOTRI’s sales team, the order will be confirmed once the corresponding documentation is submitted along with the payment plan set by the finance department;
- Product pickup for return/change of mind/warranty
Tecnotri determines the shipping method, so it’s strictly necessary to contact our online service center, or customer service (SAC) department, by email at [email protected] through our product center, to receive the return and/or evaluation authorization number. After contacting SAC to open the corresponding request, the customer acknowledges that:
a)Tecnotri picks up the product(s) at the same address where delivery took place;
b)Pickups are made Monday through Friday, from 8 AM to 5 PM. Our carrier will leave a pickup receipt on site;
c)After opening the request, the buyer may also choose to personally deliver the product to Tecnotri at its distribution center in Campinas/SP or at its headquarters in Vila Maria/RS;
d)Pack the product in its original packaging or similar; return all items/accessories that came with the product; include the second copy of the DANFE (Electronic Invoice Auxiliary Document) received at delivery. It’s essential that it be included so the product can be identified; note the reason for the return on the back of the DANFE;
e)Ask the carrier for a delivery receipt. If the carrier doesn’t have the protocol, don’t hand over the item, and report it to our customer service (SAC) department by emailing [email protected] and/or calling our service center;
- f) Tecnotri commits to making up to three consecutive pickup attempts, up to 48 hours after the last attempt;
- g) If all three attempts are unsuccessful, the process is canceled and you will be notified. In that case, if you still want the pickup carried out, please contact our customer service (SAC) department, either through our phone service center or by emailing [email protected].
- Product Receipt and Shipping Damage
2.1) Inspection Procedure: Upon receiving your order, check that the packaging is intact and that the product shows no visible damage (breakage, dents, deep scratches).
2.2) What to Do in Case of Damage:
- a) Refuse delivery: If you notice any problem, refuse to accept the delivery and write down the reason in detail on the back of the invoice — this is the correct way to document shipping damage;
- b) Contact us right away: After refusing delivery, contact our customer service team (SAC) so we can urgently arrange a new shipment;
c) Damage Not Noticed Right Away: If the defect is only noticed after the delivery driver has left, contact SAC as soon as possible.
- Change-of-Mind Returns
Under Article 49 of Brazil’s Consumer Protection Code (CDC), you may cancel your purchase within 7 (seven) calendar days from the delivery date of the product. Requests made after this deadline will not be accepted.
3.1) Conditions: The product must be returned unused, in its original packaging or similar packaging that ensures its protection, along with all its accessories.
3.2) Return Process:
a)Contact SAC (by email at [email protected] and/or WhatsApp +55 54 3359-2400 or +55 54 98132-2901 within the 7-day period;
b)Tecnotri will schedule the product pickup at your address, at no shipping cost. Legal entities (CNPJ) must issue a return invoice;
c) Resolution Timeframe: The refund will be processed after the product is received and evaluated at our factory, confirming it’s in perfect condition;
3.3) Refund of amount paid:
a)In case of return, the refund will only be processed after the product(s) are received and evaluated at Tecnotri’s factory;
b)If you cancel the purchase after the invoice has been issued, refuse to accept delivery of the product. Once the item returns to our factory, we will process the refund using the same payment method, for the full amount paid for the purchase;
c)Tecnotri will refund the amount paid using the same payment method chosen during the purchase;
d)For purchases made with a credit card, the card issuer will be notified and the refund will appear on the following statement, or within up to two statements, regardless of the number of installments used for the purchase. The refund timeframe depends on the card issuer;
e)For purchases paid via PIX, bank slip (boleto), or bank debit, the refund will be made via bank deposit, within up to 10 (ten) business days, only into the buyer’s checking account, which must be an individual account. The CPF (Brazilian tax ID) of the account holder must match the one listed on the order (customer’s CPF). If the buyer doesn’t have a checking account meeting these conditions, a Payment Order will be sent in the buyer’s name within the same timeframe. It can be redeemed at any Banco do Brasil branch upon presentation of a valid ID and CPF.
- 4. Exchange Policy
Product exchanges are handled in specific situations:
4.1) Exchange for a Product That Doesn’t Match the Order:
If you receive a product different from what you ordered, follow these steps:
a)If you spot the error at the time of delivery, refuse the delivery and note the discrepancy on the invoice;
b)If the error is noticed after delivery, contact SAC within 7 (seven) calendar days;
c)The product must show no signs of use and must be kept in its original packaging;
d)Tecnotri will arrange the pickup of the incorrect item and the shipment of the correct product, at no cost to you.
4.2) Exchange due to manufacturing defect:
Exchanges due to manufacturing defects follow the rules of our Warranty Policy, detailed in section 5 (warranty). If the defect is confirmed and cannot be fixed within 30 (thirty) days, the product will be replaced with a new one.
4.3) Exchange for a different model or color is not possible:
Tecnotri does not process exchanges based on customer preference (for example, exchanging one model for another or for a different color) outside the 7-day (seven-day) change-of-mind period. If you’d like a different product, you must request a change-of-mind return (if within the deadline) and place a new order.
- 5. Warranty
The product warranty is valid throughout Brazil and covers exclusively manufacturing defects, provided the products are used in accordance with the product manual and/or descriptive specification sheet.
5.1) Situations that void the product warranty and make a claim impossible
Certain situations can void the product warranty, including, but not limited to:
a) Misuse: Negligent use, overloading, or use for purposes the product wasn’t designed for;
b) Improper use: Use that doesn’t follow the product’s technical specifications, manuals, and/or descriptive specification sheet;
c) Incorrect installation;
d) Product modifications: Any changes to the original structure without prior consultation with, and authorization from, Tecnotri.
5.2) Claim and Resolution Process:
a)Contact SAC by WhatsApp, +55 54 3359-2400 | +55 54 98132-2901 or email, [email protected], with the documents and photos/videos of the problem;
b)Our team will conduct a technical review to confirm the manufacturing defect;
c) Resolution Timeframe: Once the manufacturing defect is confirmed, Tecnotri has 30 (thirty) calendar days to resolve the issue, or, if that’s not possible, to ship a new product.
- Warranty and product replacement
- a) The warranty is not renewed. Therefore, if a product is replaced due to a warranty claim, the new product sent keeps the original warranty period, counted from the date of the first purchase.
- Warranty Periods:
The warranty period for products sold by Tecnotri begins upon receipt of the product and is set out in the table below:
- Out-of-Warranty Alternatives for Repairing Purchased Products
If your product is out of warranty or was damaged due to misuse, Tecnotri offers ways to restore it, since our products are 100% recyclable and repairable:
- a) Repair or Reprocessing: You can contact your salesperson or our sales department at [email protected] to request a quote for repairing or reprocessing your product. Shipping costs (both ways) and service costs are the customer’s responsibility;
- b) Replacement Parts: We offer replacement parts. You can contact our salesperson or sales department at [email protected] to purchase components and, if you wish, arrange maintenance/replacement service. Shipping costs (both ways) and service costs are the customer’s responsibility;
- c) Replacement Parts Availability: Tecnotri guarantees the availability of replacement parts for its products throughout their production run, plus an additional period of 2 (two) years after discontinuation;
- d) Product Upgrade: for products that are still under warranty but have suffered damage not covered by the warranty, there’s an option to pay a fee to exchange the product. The upgrade and the corresponding fee depend on how long the product has been used and the price of the current, equal, or similar item.
