Returns and Exchanges

Your satisfaction is important to Pro Tune. This page explains how exchanges, returns, and withdrawals for purchases made in our store work, in accordance with the Consumer Protection Code (CDC).

Right of withdrawal (7 days)

Under Article 49 of the CDC, you have up to 7 calendar days from the date of product receipt to withdraw from the purchase, without needing to provide a reason.

Conditions:

  • Product must be in its original unopened packaging and show no signs of use
  • Accompanied by the invoice
  • Request made within 7 days of receipt

How to request withdrawal:

  1. Send an email to suporte@protune.com.br with the order number, purchase date, and item reference
  2. Await confirmation and return instructions
  3. Send the product as instructed
  4. After receipt and inspection, we will process a full refund

Refund: For credit card purchases, the chargeback is processed by the card administrator; for Pix and bank slip payments, we will refund via bank transfer to the account holder.

Exchange due to defect (legal and contractual warranty)

If the product arrived with a defect or shows problems within the warranty period, follow these steps:

  1. Send an email to suporte@protune.com.br with the order number, purchase date, item reference, and description of the problem (preferably with photos or video)
  2. You can also open a ticket at hs.protune.com.br/support
  3. Our team will evaluate the case and, if necessary, request the product be sent for technical analysis
  4. Technical analysis period: up to 15 days after Pro Tune receives the product
  5. Depending on the result, we will repair, exchange for a new unit, or refund, as applicable

Product warranty

All Pro Tune products come with a 90-day legal warranty (CDC) and a contractual warranty depending on each model. Consult the manual or contact our support for details.

What is not covered

  • Defects caused by improper use or non-standard installation
  • Damage due to overvoltage, short circuit, or flooding
  • Attempts at modification or repair by unauthorized third parties
  • Natural wear and tear resulting from intense use in competition

Who pays for shipping?

  • Withdrawal (7 days): Pro Tune covers the cost of return shipping
  • Manufacturing defect: Pro Tune covers the cost of shipping (round trip)
  • Misuse or non-covered damage: shipping cost is borne by the customer

Questions?