RETURNS
We do not accept returns except in cases of manufacturing defects or incorrect items sent by TGW. Our headquarters is located outside of Europe, which makes the logistics of returns more complex and expensive. By making a purchase with TGW, you agree to this policy.
Returns or exchanges will only be considered in the following situations:
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Manufacturing defects.
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Errors in shipping, such as the wrong size or item being sent by TGW.
Important: We do not issue return labels. Since our headquarters is outside of Europe and each country has its own postal system, the return process becomes extremely challenging and costly. Therefore, we kindly ask you to ensure your selections are correct when making a purchase, as exchanges or returns are not accepted outside of the situations described above.
If your case falls within the exceptions listed, please contact our Customer Service team so we can assist you.
In this case, TUNEDGARAGE will be responsible for managing the collection at no cost to the customer.
Returns after 7 working days after purchase: If any delivered item does not correspond to the item actually purchased, whether by reference or appearance, and the communication is made after 7 working days from the delivery date, the customer may return the product and will bear all return costs. Therefore, we ask that you review your delivery immediately.
The buyer will bear all expenses incurred for this return, except in the following cases:
- Those items that do not correspond to the order by mistake and whose communication is made within 7 days after receiving the purchase, provided the product is returned unused.
- Claims where the product corresponds to the purchase and is in perfect condition, but the claim is based solely on poor packaging or transport damage made 24 hours after the actual receipt of the product.
- It is the customer's/consumer's responsibility to review the received merchandise within these 24 hours and, in case of packaging defects, communicate them reliably to the seller. Any communication outside these 24 hours will incur return costs.
Under no circumstances will returns of used items, items not in a suitable condition for sale, and/or items that have been manipulated for sale be accepted. The seller reserves the right to refuse exchanges or returns of products that do not meet the requirements listed below.
TUNEDGARAGE will only accept returns of products if the following requirements are met (in addition to any specific conditions that may be indicated for each product):
- The product must be in the same condition as delivered, meaning without manipulation, opening, or unsealing. The user must retain the product's original packaging and labeling, as well as instructions, documentation, and any possible accessories.
- The shipment must be made in the same box or envelope in which the product was delivered to the user or, failing that, similar packaging that ensures the return in perfect condition.
- A copy of the delivery note, where the returned products are also marked, must be included inside the package.
In the event of any return, the financial value of the return will be credited to the same credit/debit card used for the purchase and will be made once the product is received by the supplier and analyzed to ensure it meets the above requirements. If, after analyzing the product, the return is denied, the user will be informed of the reasons for the denial for proper purposes.
In certain cases, given the nature of the products, it will be indicated in the product's specific conditions whether the product must be returned in the exercise of the right of withdrawal. Some products, for health reasons (e.g., underwear), may not allow for returns.
Review the purchased product upon delivery, verifying the condition and quantity of all items in your order to minimize claims.
If any delivered item does not correspond to the item actually purchased, whether by reference or appearance, contact our customer service, providing all the reference details of your order, and we will contact you as soon as possible to resolve the incident.
TUNEDGARAGE reserves the right not to refund any amount if it is found that the consumer has not complied with the above rules and, especially, if it is detected that the product was not returned in its original packaging, the product was used, or its condition prevents it from being sold as a new product.
Returns of products managed directly and unilaterally by the customer/user, without prior and express written authorization from TUNEDGARAGE, using shipping methods other than those established by TUNEDGARAGE, will not result in a refund of the price of the product or the expenses that such return may incur.
Important: Personalized items, such as those with names, numbers, sponsorships, or championship patches applied, are not eligible for exchange or cancellation due to the customization of the product. In case of defects in the product or personalization of personalized items, please contact us via email: tgwcontact@proton.me.
Attention: Promotional items such as mystery boxes, "buy X pay for Y" promotions, and others of a similar nature are not eligible for return or exchange.
Incorrect Order
If you received a product different from the one purchased on our website or missing an accessory, please contact us via email: tgwcontact@proton.me.
This request must be made within 7 (seven) calendar days after receipt of the product.
To prove the error, we ask that the customer carry out the exchange procedure through Email or Instagram DM. We will analyze the photograph and, if the error is confirmed, we will initiate the exchange procedure at no additional cost to the customer. In case of size error, it is important to also photograph the tag.
Attention: The measurements provided on the product page on our website are approximate and may vary from one product to another. This variation can be up to 3 centimeters more or less.
Defective Product Received
If the product presents a manufacturing defect after use, we recommend that you consult item 1.8. Product Warranty in our policy to understand the applicable conditions and procedures.
According to item 1.8:
If the defect is discovered within the first 15 days of delivery, it is assumed to be an original defect, and the consumer does not need to prove anything for the warranty to be applied.
After this 15-day period, it will be necessary to prove that the defect already existed at the time of delivery in order to activate the warranty.
In addition, the warranty will only be valid if the product has been used properly, respecting the instructions for use, washing and care indicated by the manufacturer.
Attention: If the defect is the result of improper use or problems related to failure to follow the care instructions, the warranty will be refused.
To initiate a warranty procedure, follow the instructions detailed in item 1.8 of our policy and contact us by email: tgwcontact@proton.me.
Conditions for Exchange and Return
For the exchange or return to be made, the product must meet the following requirements:
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No signs of use, stains, dirt, or sweat;
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Preserve the internal packaging and original tags attached to the item;
It is not possible to exchange or cancel personalized items (with name, number, sponsorship, or championship patch applied) due to product customization. If your personalized item has a defect in the product or personalization, contact us via email: tgwcontact@proton.me.
It is also not allowed to exchange individual parts that make up product kits, such as tracksuits, uniform kits, and children's sets; only the exchange of all items that make up the kit is allowed.
Attention: Promotional items such as mystery boxes, "buy X pay for Y" promotions, and others of a similar nature are not eligible for return or exchange.
Products sent for exchange undergo an analysis, which has a period of up to 5 (five) business days for verification. If no irregularities are detected, the exchange is authorized and will follow the request previously made through email: tgwcontact@proton.me.
Products that do not meet the above requirements will not be accepted and will automatically be returned to the original address without prior communication.
