Exchanges, returns and refunds
Exchange and Return
1) Return Policy
All occurrences involving exchange or return must be made within a period of up to 7 (seven) days, counting from the delivery date, and must be communicated to our customer service department.
2) When to Refuse the Product
Products are shipped to the customer exactly as they were delivered by the manufacturer. If any of the hypotheses below occurs, refuse receipt and write the reason for the refusal on the back of the DANFE (Auxiliary Document of the Electronic Invoice):
Opened or damaged packaging;
defective product;
Product not in accordance with the order;
Missing accessories.
If you still accept the product, please contact customer service within 72 hours.
To exchange a product, the following condition must be observed:
The product must be sent in the original packaging, without signs of use, without violating the manufacturer's original seal, accompanied by the DANFE (Auxiliary Document of the Electronic Invoice), the manual and all accessories.
3) Exchange or Cancellation of Purchase
To exchange a product, the following conditions must be observed:
The product must be sent in the original packaging, without signs of use, without violating the manufacturer's original seal, accompanied by the DANFE, manual and all accessories.
Returns of products can be made by postage. Our operators will send, by e-mail, the postage code that must be presented at the post offices. This process is free. (IMPORTANT: Franchise Post Offices (ACF) do not accept the use of the postage authorization instrument.)
It is essential to follow the instructions:
Pack the product in its original or similar packaging;
Return all items/accessories that come with the product;
Attach the duplicate DANFE (Auxiliary Document of the Electronic Invoice) received upon delivery. It is essential that it be sent so that the product can be identified;
Report the reason for the return on the back of the DANFE.
4) Deadline for Resolution of the Exchange
iPedal ebikes has up to 30 (thirty) calendar days, counted from the date of receipt of the product at its Distribution Center, to send another product to the customer.
Attention: iPedal ebikes disclaims the obligation to respond to requests for exchange or return of any product returned without communication to customer service, after the deadline or with the absence of accompanying items/accessories.
5) Refund of Amount Paid
Refund of amounts paid using the same payment method chosen in the purchase process.
In purchases paid by credit card, the card administrator will be notified and the chargeback will occur on the next or subsequent invoice, at once, regardless of the number of installments used in the purchase. The refund period depends on the card administrator.
In purchases paid by bank slip or debit, the refund will be made by bank deposit, within 10 (ten) business days, only in the buyer's current account, which must be individual. It is necessary that the CPF of the current account holder is the same that appears in the order (customer CPF). If the buyer does not have a current account that meets the aforementioned conditions, a Payment Order will be sent, within the same period, in the name of the holder of the purchase. It can be redeemed at any branch of Banco Itaú, upon presentation of an identity document and CPF.
The refund of values will be processed only after receipt and analysis of the products at the Distribution Center.