In order to provide you with quality service, the following is the Exatron Store's policy regarding purchases, exchanges, returns, delivery, and payment methods.
EXATRON INDÚSTRIA ELETRÔNICA LTDA reserves the right to make changes to the Terms of this Policy at any time.
Upon receiving your order, please check that the packaging is not damaged, that the item(s) are in perfect condition, and that the items in your order match the accompanying invoice. If any of these items are incorrect, please contact our CUSTOMER SERVICE CENTER for assistance: (51) 3357.5000.
Delivery time
Delivery time and shipping costs may vary depending on: the shipping method selected by the customer at the time of purchase; and the delivery destination. The predefined shipping options chosen by the customer will be automatically calculated by the postal service's shipping system. Any delays in delivery times that occur after the product has been shipped (after leaving the factory) are the sole responsibility of the Brazilian Postal Service.
A expedição da encomenda é realizada após a confirmação do pagamento da compra e confirmação dos dados cadastrais do cliente, que pode levar até 07 dias úteis. Após este prazo é iniciado o tempo de entrega informado pelos Correios.
Deliveries are made according to postal service regulations, meaning it is not possible to schedule a delivery time. Therefore, it is extremely important that the customer ensures that someone will be at the registered address to receive the order, and that the address is complete and correct.
In all cases, the customer will receive an email confirming the release of their order and the electronic invoice once it has been billed.
Exchange or Return of Merchandise
Goods may be exchanged or returned within 7 (seven) calendar days of receipt, in accordance with Article 49 of the Consumer Protection Code. The date of receipt is considered to be the date reported by the company responsible for delivery, even if the receipt was not made by the recipient, but by third parties such as doormen, receptionists, family members, etc.
An exchange or return will only be processed if the product is in PERFECT condition and in its original packaging.
The customer must communicate their intention to exchange the product via email to lojaonline@exatron.com.br, providing the sales invoice number for the product; the code, as described on the invoice, of the product to be exchanged; and the reason for the request.
After authorization is given to send the product for exchange, the customer must ship the product(s) within 7 (seven) calendar days. After this period, the right to exchange or return the merchandise expires.
For exchanges or returns, merchandise to be sent back to EXATRON INDÚSTRIA ELETRÔNICA LTDA must be packaged in its original packaging, and all accessories that accompany the products must be sent along with the sales invoice.
It is the consumers' responsibility to keep the receipts for any purchase. If the receipt is not presented along with the merchandise for exchange, EXATRON INDÚSTRIA ELETRÔNICA LTDA reserves the right to decide whether or not to exchange the merchandise.
The absence of any product may cause a delay in resolving the problem.
The package must be labeled and sent to the following address:
Recipient: EXATRON (ONLINE STORE)
Address: Rua Eng. Homero Carlos Simon, 1089; Guajuviras neighborhood; Postal Code: 92442-000; Canoas – RS
Shipping charges apply for returns.
For returns requested by the customer, the shipping costs will be the customer's responsibility. If the order cancellation request occurs after the merchandise has been shipped, the shipping costs will be the customer's responsibility. If the merchandise has already been delivered, the customer will also be responsible for the return shipping costs to EXATRON INDÚSTRIA ELETRÔNICA LTDA. In proven cases of product defects or order errors, the shipping costs will be covered by EXATRON INDÚSTRIA ELETRÔNICA LTDA.
Payment refund
EXATRON INDÚSTRIA ELETRÔNICA LTDA, after inspecting the returned merchandise and finding no irregularities, will request a partial or full refund from the payment processor.
The refund for the returned merchandise will be processed within 7 (seven) business days, starting from the date the merchandise is received by EXATRON INDÚSTRIA ELETRÔNICA LTDA.
The credit for the debit reversal should appear on the customer's next statement.
Access area and personal data
To make purchases on the website, it is mandatory to create an account in our secure area. All required data is saved on servers that use the most modern security measures.
Os dados são utilizados conforme indicado em nossa Privacy Policy.
Deadline for completing the exchange of merchandise.
All merchandise returned to EXATRON INDÚSTRIA ELETRÔNICA LTDA will be analyzed according to the information provided by the customer through their technical assistance located at the headquarters. EXATRON INDÚSTRIA ELETRÔNICA LTDA will take the necessary steps, always optimizing the timeframe, for the reshipment of the merchandise, with a maximum timeframe for resolving the issue of 15 (fifteen) business days from the date of receipt of the merchandise.
Exchange of goods with different individual values.
When a customer requests an exchange of merchandise for another item with a different price, the following procedure will be followed:
1) If the value of the new merchandise is greater than the previous one, EXATRON INDÚSTRIA ELETRÔNICA LTDA will charge the difference, requesting a deposit into a current account.
2) If the value of the new product is less than the previous one, EXATRON INDÚSTRIA ELETRÔNICA LTDA will generate a credit code in favor of the customer to be used in future purchases.
The store complies with Federal Decree 7.962/13. For any questions, please contact us by email: lojaonline@exatron.com.br