Return policies

Our greatest commitment is your complete satisfaction. If you selected your product from our online store, but upon receiving it, you notice a manufacturing defect or are not satisfied with the merchandise, we guarantee your right to an exchange or return under the following terms:

1. Dissatisfaction with the product: Within 7 (seven) calendar days after receipt.

2. Defective product: Within 30 (thirty) calendar days after receipt.

Remember that the first step for an exchange or return is to contact our Customer Service Center by email: Contacto@shopdrax.com

To process a return/exchange, the product must show no signs of use. The product must be sent directly to our PO Box. As soon as we receive the item and everything is in compliance with the return conditions, we will process the refund or exchange within 5 (five) business days.

Our team will guide you through the entire product return process.

For product returns due to dissatisfaction: Once we receive the package, we will review it to confirm that everything meets the return conditions. After confirmation, our Customer Service Team will contact you. In this case, you can choose between:

1. Exchange it for any other product available in our stock.

2. Receive a refund for the amount of the products (we do not refund shipping costs if the product delivered is the correct model and is in perfect condition).

Warranty: All products in the store have a 30-day warranty, counting from the date of receipt of the product.

To activate the warranty, the customer must send us a video of up to 1 minute showing the problem. This video must also show the packaging of the product received (postal packaging, with label). It is essential that the packaging be shown in the video.

The customer can also demonstrate the defect by sending us photos that clearly show it, and the product packaging must appear in the photo.

NOTE: SHOP DRAX does not offer any technical support. We do not have an authorized assistant. If you have any other questions, please contact our team and we will provide all the assistance you need.

IMPORTANT:
Our warranty does not cover cosmetic damage that occurs after the device is purchased, such as broken or cracked screens, among other similar issues.

The warranty also does not cover:
– Damage caused by fluids, such as dropping the product into water or submerging it. Although some products are water-resistant, there are limits that must be observed from one product to another.

– Damage caused by attempts to repair or adapt the device by you or a third party.

– Misuse of accessories.

– Failures or damage that may arise from normal wear and tear, for example, scratches on the screen due to use, or oxidation due to excess uric acid by the user of the product.

– Acceptable reduction in battery life.

– Tests to verify product durability, such as tests to verify watch crystal durability or tests to verify water resistance, among others. ____________________

Frequently Asked Questions:

I requested an exchange. How long will it take to receive my product? Once the return of the product has been confirmed at our Distribution Center, we will review its condition and, if everything is correct, we will ship the new product within 5 (five) business days.

In the event of an exchange or return due to dissatisfaction, size discrepancy, or incompatibility, we will perform a quality analysis and, if it shows signs of use, we will return it to the sender without prior notice.

In the event of an exchange or return due to a product defect, we will perform a quality analysis and, if it shows signs of use, we will return it to the sender without prior notice.

I requested a refund. How long will it take to receive it? If the payment method was a bank transfer, the refund may be a credit to your online store account for a new purchase. If the credit is not what you prefer, we will refund the amount to a virtual PayPal account (you can create a free account to receive the refund). If the payment method was a credit card, the refund could be a credit to your online store account for a new purchase or a refund to your credit card.

Please note that credit card companies allow 30 to 60 days for the refund to appear on your statement.

If you have any other questions, please contact us through our customer service channels.

Sincerely, Drax Sunglasses Team.