RETURN AND EXCHANGE POLICY
Presentation
This page has been prepared in accordance with the Brazilian Consumer Defense Code, Law 8.078/90, and its content aims to define the general conditions applicable regarding the exchange and return policy of products available exclusively on the TROT® by Equestrian Life website. All content on the site is the exclusive property of TROT® by Equestrian Life, a company registered under CNPJ/MF number 39.584.505/0001-86, located at Av. José Bonifácio, 270, sala 03, Campinas - SP.
Definitions:
Site: The exclusive site of TROT® by Equestrian Life, located at www.trot.com.br, for the presentation and sale of its products.
Consumer: Any individual or business that purchases products offered by TROT® by Equestrian Life and made available on the Site.
Products: Products offered on the Site for immediate purchase by the Consumer User.
Tips to Avoid Product Exchange or Return
TROT® by Equestrian Life guarantees that your product can be exchanged or returned if any of the situations described in this document occur and the necessary requirements are met. However, to minimize the risks of an incorrect purchase on the Site, it is advisable for the Consumer to follow the guidelines below:
Before completing the purchase on the Site:
Thoroughly check the exact description of the desired product, including size, colors, models, and other characteristics, rather than relying solely on the images displayed, which are for illustrative purposes only; Check the technical description of the desired product, including labeling, capacity, functionality, and other features.
At the time of receiving the product: Inspect the condition of the product's packaging, which should be in perfect condition and show no signs of tampering; Inspect the product itself for any potential damage or defects, including those that may have occurred during transport; Verify that the product matches the order placed and contains all parts and items listed in the purchase; If any of the above issues are identified, it is important to refuse the acceptance of the product immediately and for the Consumer to contact TROT® by Equestrian Life to report the issue within 72 hours.
1) Completing the verifications to be carried out, in the occurrence of the aforementioned cases, the product may be exchanged or returned under the following circumstances, in accordance with Brazilian legislation:
1.1) By withdrawal from the purchase (Art. 49, Law 8.078/90). According to Brazilian law, the Consumer may change their mind about the purchase made through this Site, for any reason, and request the return of the product within 07 (seven) days from the receipt of the Products.
1.2) In the case that the product does not comply with the order or is missing items (Art. 35, Law 8.078/90). If the received product does not match the invoice or is missing items, within a period of up to 10 (ten) days, the Consumer may choose to:
a) Exchange the product for another identical to that described on the invoice;
b) Exchange for another product available on the Site;
c) Request a refund of the amount paid to TROT® by Equestrian Life as stated on the invoice;
1.3) In the event the Product has a technical defect (Art. 18, Law 8.078/90). If the Consumer identifies any defect or malfunction of the product, they have 90 (ninety) days from the receipt of the product to inform TROT® by Equestrian Life so that appropriate measures can be taken. From the effective and confirmed notice by the Consumer, TROT® by Equestrian Life will have 30 (thirty) days to arrange for the product repair. If the product is not repaired within this period, the Consumer may choose to exchange it for another identical product as described in the invoice or, if the product is out of stock, for another similar one; or exchange for another Product; or request a refund of the amount paid to TROT® by Equestrian Life as stated on the invoice;
2) Procedure for exchange, return, or reimbursement
2.1) First Contact
To initiate your first contact, the Consumer must reach out to TROT® by Equestrian Life at the phone number (019) 99569-8643 or via email at contato@trot.com.br within the specified timeframe for each situation and report the issue. TROT® by Equestrian Life is committed to providing the necessary guidance, and the Consumer, following the received instructions, must send the product to the address Av José Bonifácio nº 270, Sala 03, Campinas / SP, CEP 13091-140, marked for the E-Commerce Department.
2.2) Requirements for Returns and Exchanges
The Consumer must observe the following criteria to make a return or exchange:
. The product to be exchanged must be sent via mail with a receipt acknowledgment to the address specified in item 2.1;
. The product must be in its original packaging, properly preserved;
. The product must be accompanied by its respective invoice or fiscal coupon;
In the case of Consumer Regret,
. The product must be in perfect condition;
Along with the product, the consumer must send their identification, providing their name, email, complete address, order number, and the payment method used at the time of purchase, to facilitate the efficient location of the order by TROT® by Equestrian Life and to initiate the procedures. If TROT® by Equestrian Life does not identify one of the criteria listed above, the product may be returned to the Consumer in the same condition it was received, in accordance with the applicable regulations and rights assigned to the Supplier. TROT® by Equestrian Life also reserves the right not to process the exchange or accept the return of the product if the defect, damage, or flaw resulted from misuse or incorrect use by the Consumer, based on an analysis to be conducted by the technical department of TROT® by Equestrian Life. In cases where the Consumer opts for an exchange solely for a change of color, size, material, or similar, or a return due to buyer’s remorse, it will be the Consumer's sole responsibility to cover the shipping costs at the time of return and/or for sending the new product in their favor.
2.3) Regarding Refunds
The Consumer may also opt for a refund of the amount paid at the time of purchasing the Product after returning it, provided that the Consumer agrees with the requirements outlined in item 2.2. TROT® by Equestrian Life will assess the conditions of the returned Product, and once analyzed by the technical department, will proceed with the reimbursement of the amounts actually involved in the purchase. The timeframe for this may vary depending on the payment method used, as follows: in the case of payment made by credit card, TROT® by Equestrian Life will contact the card administrator to request the necessary refund, which must comply with the schedule adopted by the Administrator. In such cases, the Consumer will be informed by TROT® by Equestrian Life. If the Consumer opts for payment via bank slip, the Consumer agrees to provide complete bank details, including the corresponding CPF number, to enable the bank deposit in favor of the Consumer within 15 (fifteen) days from the actual receipt of the Product and upon obtaining all requested information on this Site. The amounts to be refunded to the Consumer must correspond exactly to those listed on the invoice or receipt related to the respective purchase.
2.4) Exchange
If the Consumer opts for an exchange for an identical product, after the return by the Consumer and the actual receipt by TROT® by Equestrian Life of the rejected Product, and if this complies with the requirements of item 2.2, the guidelines mentioned must be followed. TROT® by Equestrian Life will be responsible for sending the new Product to the Consumer. If the Consumer chooses to exchange for another Product, they must select one of the products available on the Website and contact Customer Service at (019) 9569-8643 to initiate the exchange process, according to the relevant guidelines, committing in advance to pay the price difference between the exchanged products, if applicable.