exchanges

The size of my boot was not as desired, what to do?  

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In case the size is not as desired, please remember that for our exchange policy to be in effect:

- Items must be 100% unused. (No wear, tear or signs of use)
- Items must be shipped back to us within 14 days of original purchase.
- Items must accompany a receipt. the product cannot be used,

So any remark about size, send us photos and videos wearing the boots, showing where they will need to be adjusted. Remembering that we will exchange for a new product. We do not make adjustments to the product due to the finish not meeting our quality standards.  

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We adopt the free first exchange policy. We will send the customer a postage authorization code to send the boot back to our Distribution Center. Once the boot is received and confirmed that it is in good condition, we will forward the new boot to production and within 21 days we will ship it to the customer free of charge.  

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How to request an exchange or return?

To request your exchange or return, just contact us through our email  contato@trueabilityequus.com  or whatsapp +5551997180098. The procedure is 100% online, and you only need the order number.

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Remembering that all processes of your request will be informed and updated via email or whatsapp, so stay tuned.  If you have any questions during the process, our team will be ready to help you through the phone: +5551997180098.

What is the maximum period for exchange?

After receiving the product, you have up to 14 calendar days to request the exchange.  If the purchased product is defective, the period for you to contact us requesting an exchange or return is up to 90 (ninety) calendar days.  *Products returned outside the indicated deadlines will be returned to the customer without prior consultation.

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I requested an exchange. How soon will I receive my product?

Once the return of the product is confirmed at our Distribution Center, for prompt delivery products, shipping will be made within 48 hours and for  custom boots the period is up to 21 days (production period). Remembering that we do not reserve products for a possible exchange.

In cases of exchange or return due to Dissatisfaction or Product Divergence, we will carry out a quality analysis, and if there are any signs of use, we will return it to the sender.  In cases of exchange or return due to a Defect in the product, we will carry out a quality analysis, and if there are signs of misuse, we will return it to the sender.

I requested a return. How soon will I be refunded?

The refund will take place after the completion of the process of returning the product in our stock, which can take up to 10 calendar days for reimbursement.

If the form of payment was credit card, the form of refund can be a credit on your registration in the online store to make a new purchase, or a refund on your credit card.

Please note that credit card companies have a period of 30 to 60 days for the chargeback to appear on your bill.

Under what conditions must the product to be exchanged/returned be?

The product must be shipped in the original packaging, without signs of use or damage, always accompanied by an invoice.

We reserve the right not to comply with our obligation to cancel or repair any product that clearly shows signs of misuse.*