Returns & Guarantee
- Exchanges and returns
Our greatest commitment is your complete satisfaction. If you have chosen your product in our online store, but upon receiving it you are not satisfied or even find that there is a manufacturing defect, we guarantee your right to exchange or refund in two cases:
1.1. Dissatisfaction with the product: Within 7 (seven) calendar days from receipt (the customer can request the return or replacement of the product by returning the product received).
1.2. Defective product: Within 30 (thirty) calendar days from receipt (in this case the customer does not have the right to return, only to exchange the defective product), for defects such as: product with damaged glass or screen, apparent scratches, missing parts, the customer has the right to claim the warranty if he contacts us within 24 hours of receipt, and always sending images of the package received. If the customer contacts after 24 hours, it will be considered that the problem was caused by misuse.
In both situations, the first step is to contact our Call Center.
Our team will instruct the customer on how to proceed with the return of the Product.
1.3. Each and every one of the expenses that the customer has to return the product by post are the responsibility of the customer, however the amount spent on shipping gives the right to a discount coupon on the amount spent on shipping (which must always be PAC , if the client sends by SEDEX, the discount coupon will be in the value of the PAC) for a next purchase, the next purchase for the client to enjoy the discount coupon, must be at least of the same value as the product that will be replaced.
- To return a product due to dissatisfaction:
The product must have no signs of use. In the case of watches, the product must not have been disassembled from the bracelet for its adjustment, the product must be sent as received, with the original packaging (postal packaging, with label), otherwise the return or exchange.
Once we receive the package, we will carry out an analysis to confirm that everything is in accordance with the conditions for returning the item. After confirmation, our Service Team will contact you and, in this case, you can choose between:
2.1. Exchange for any other product that is available in our stock;
2.2. Receive a refund of the amount spent on the products (in case of return within the first 7 days from receipt).
- Guarantee:
All products in the store have a 30-day guarantee, counted from the receipt of the product, except for Casio models that have a 90-day guarantee.
In order for the guarantee to be activated, the customer must send us a video of up to 1 minute demonstrating the problem, this video must also show the packaging of the product received (postal packaging, with label), it is essential that the packaging is shown in the video .
The customer can also prove the defect by sending us photos that clearly show the defect and the packaging of the product must appear in the photo.
If the client cannot make the video or send the photo, it will be necessary to send the product to our address in Paraná for its analysis of the PAC freight value, according to item 1.3 above, the product must be sent with the original packaging of the post office, with undamaged recipient’s label.
NOTE: SoTrends does not provide any kind of technical assistance, we do not have an authorized assistant. For more questions, contact our team and we will give you all the support you need.
- IMPORTANT:
Our guarantee does not cover cosmetic damage that occurs after the device was purchased from us, such as broken or cracked screens, among other similar problems.
4.1. The guarantee also does not cover:
Fluid damage, such as dropping the product in water or leaving it submerged; Although some products are waterproof, there are some limits that must be respected from one product to another;
Damage caused by an attempt to repair or adapt the device by you or a third party;
Improper use of accessories;
Failures or damage that may arise from normal wear and tear – for example, screen scratches from use, oxidation from excess uric acid by the user of the product;
Acceptable reduction in battery life;
Tests to verify the resistance of the product, such as a test to verify the resistance of the watch crystal or a test to verify the resistance to water, among others.
