Refund policy

This policy applies to all purchases made through the Team MX AG57 online store.

Policy Summary

  • Order cancellation requests are accepted until the order has been shipped or entered the logistics/fulfillment process
  • The statutory right of withdrawal applies for 14 calendar days after receipt of the order or, in the case of separate deliveries, after receipt of the last item, in accordance with applicable legislation
  • Return shipping costs are borne by the customer, except where otherwise required by law
  • No fixed restocking fee is charged
  • Products showing signs of use, assembly, installation, wear, damage or deterioration may be subject to a reduction in the refund amount
  • Products identified as “Final Sale” are not eligible for return or exchange, except in cases of defect or lack of conformity
  • Personalized products, products manufactured according to customer specifications or products clearly adapted to the customer are not eligible for withdrawal, except where otherwise required by law

1. Order Cancellation

The customer may request the cancellation of an order free of charge until the order has been shipped or entered the logistics/fulfillment process.

After this stage, the order may already have been prepared, packed, shipped or procurement from our suppliers may already have started, meaning immediate cancellation may no longer be possible.

This rule corresponds to an operational cancellation policy before shipment and does not limit the customer’s statutory rights.

Once the order has already been shipped or delivered, the customer may, where applicable, exercise the statutory right of withdrawal within 14 calendar days after receipt of the order or, in the case of separate deliveries, after receipt of the last item.

If the customer wishes to cancel an order that has already been shipped, it may be necessary to wait for delivery and proceed with the return in accordance with the conditions set out in this policy.

Cancellation requests before shipment or before entry into the logistics/fulfillment process may be submitted through the customer account area available at https://my.teammxag57.com or by email to geral@teammxag57.com.

Team MX AG57 will confirm whether cancellation is still possible based on the status of the order.

2. Defective or Non-Conforming Products

The customer is entitled to have conformity restored for products that present a manufacturing defect or do not correspond to what was ordered, in accordance with applicable legislation.

Depending on the specific situation, the solution may involve repair, replacement, an appropriate price reduction or a refund, in accordance with the customer’s statutory rights.

The defect or lack of conformity should be reported as soon as possible after it is detected.

For assessment purposes, the product should, whenever possible:

  • Be complete
  • Include all accessories, components, manuals, documentation and packaging, where applicable
  • Keep the original identification label, whenever possible
  • Be accompanied by photographs or additional information allowing the situation to be assessed

After receipt of the returned item, it may be subject to technical and visual inspection by Team MX AG57, the supplier, manufacturer or brand representative.

Refund in Case of Defect or Lack of Conformity

Once the existence of a defect or lack of conformity attributable to the product is confirmed:

  • The legally appropriate solution will be applied to the specific case
  • If a refund is due, it will be made using the same payment method used for the purchase, unless otherwise agreed
  • The refund will be processed within the legally applicable period
  • Where legally due, the shipping costs associated with the return will also be refunded

These provisions do not affect any statutory rights of the customer relating to the legal guarantee of conformity.

3. Right of Withdrawal

For purchases made online, the consumer customer may exercise the right of withdrawal within 14 calendar days after receipt of the order, without having to provide any reason.

Where the order is delivered in several shipments or contains several items delivered at different times, the 14-day period generally starts from receipt of the last item.

To exercise the right of withdrawal, the customer must clearly communicate their decision within the applicable legal period.

For this purpose, the customer may access https://my.teammxag57.com, select the order and submit a return request.

Alternatively, the customer may contact Team MX AG57 by email at geral@teammxag57.com, indicating the order number and their intention to exercise the right of withdrawal.

Communication of the request within the legal period is sufficient to exercise the right of withdrawal.

For the return to be accepted without any reduction in the refund amount, the products must meet the following conditions:

  • Show no signs of assembly, installation or use on road, track or off-road
  • Show no wear, scratches, damage, tool marks, dirt, grease, fuel, oil or other residues
  • Not have been washed, modified, cut, painted, adapted or altered
  • Retain their original characteristics
  • Be complete, including accessories, components, manuals, documentation and packaging, where applicable
  • Keep the original identification label, whenever possible
  • Be properly packed and protected for transport

Careful opening of the packaging and verification of the nature, characteristics and compatibility of the product are permitted, provided that this does not exceed the handling normally allowed in a physical store.

Examples of permitted verification include observing the product, confirming the reference, checking measurements, visual compatibility or main characteristics, without assembling, installing, using or damaging the item.

Diminution in Value

The customer is responsible for any depreciation of the product if the handling exceeds what is necessary to establish its nature, characteristics and functioning.

If the returned product shows signs of use, assembly, installation, wear, damage, tool marks, missing components, deterioration of the packaging or any alteration that reduces its commercial value, Team MX AG57 reserves the right to deduct the corresponding amount from the refund.

In situations where the returned item does not correspond to the item sent, is incomplete, has been altered or falls under a valid legal or contractual exclusion, the return may be refused.

Return Shipping Costs

Return shipping costs are borne by the customer, except where otherwise required by law or where the return results from an error attributable to Team MX AG57.

The customer is responsible for ensuring that the product is shipped properly packed, protected and using an appropriate transport method.

Refund Under the Right of Withdrawal

After the valid exercise of the right of withdrawal, and without prejudice to the legally applicable right to withhold the refund until receipt of the goods or proof of their shipment, the refund will be made within the legally applicable period.

The refund will be made using the same payment method used for the purchase, unless expressly agreed otherwise.

Where applicable, the amount paid for the item and the initial delivery costs corresponding to the least expensive standard shipping method offered by Team MX AG57 at the time of purchase will be refunded.

Additional costs resulting from the customer’s choice of special, express, premium or more expensive shipping methods than the standard delivery method are not refundable, unless otherwise required by law.

4. Products Not Eligible for Return Under the Right of Withdrawal

Except in cases of defect, lack of conformity or another applicable legal obligation, returns under the right of withdrawal are not accepted for the following products:

  • Products identified as “Final Sale”
  • Personalized products or products manufactured according to customer specifications
  • Products clearly adapted, configured or modified at the customer’s request
  • Decals, graphics kits or personalized products already applied
  • Electrical or electronic products showing signs of installation, connection, testing or use
  • Chemicals, lubricants, oils, sprays, liquids, greases, adhesives or consumables whose packaging has been opened
  • Sealed products that are not suitable for return for reasons of health protection or hygiene when opened after delivery
  • Products assembled, installed, used or tested on a vehicle
  • Products damaged due to incorrect use, improper assembly, accident, negligence, lack of maintenance or normal wear and tear
  • Incomplete products, without essential components, accessories, documentation or packaging necessary for resale

The mere indication that a product is available “on order” or “available from supplier” does not, by itself, exclude the statutory right of withdrawal, except where the product is personalized, manufactured according to the customer’s specifications or falls under an applicable legal exclusion.

The customer’s statutory rights relating to defective or non-conforming products remain fully applicable.

5. Products Ordered from Suppliers

Some products available in the Team MX AG57 online store may not be held in immediate stock and may be ordered from our suppliers after confirmation of the customer’s order.

In such cases, the product page, cart, checkout or commercial communication may indicate estimated availability or delivery times.

The customer may request cancellation of the order until it has been shipped or entered the logistics/fulfillment process.

After the start of logistics processing, preparation, shipment or procurement from the supplier, immediate cancellation may no longer be possible.

This condition does not affect the statutory 14-day right of withdrawal after receipt of eligible products, nor the customer’s statutory rights in cases of defect or lack of conformity.

6. Exchanges

Exchanges are subject to stock availability and prior approval by Team MX AG57.

For an exchange to be accepted, the item must comply with the same condition, conservation and packaging requirements applicable to returns.

Conditions applicable to exchanges:

  • An item may only be exchanged for another item of equal or higher value
  • If the new item has a higher value, the customer must pay the difference
  • Each order may be exchanged only once, unless otherwise agreed
  • After an exchange, a return may only be made where legally applicable
  • Used, assembled, installed, damaged or incomplete products are not eligible for exchange

Shipping costs associated with the exchange are borne by the customer, except where the exchange results from an error attributable to Team MX AG57.

7. Gift Returns

The return of gift items must be requested by the person who made the original purchase.

Any refund will be made exclusively using the payment method used for the original purchase.

The same return, exchange, inspection and eligibility conditions set out in this policy apply to gift items.

8. How to Ship a Return or Exchange

Step 1 – Product Packaging

  • Preferably use the original packaging or suitable, resistant packaging
  • Place only the items authorized for return or exchange inside the package
  • Protect the contents properly to prevent damage during transport
  • Seal the package properly
  • Remove or cover previous shipping labels
  • Include, whenever requested, identification of the order or return request

Step 2 – Return Shipping

The return must be sent to:

Team MX AG57
Rua Dr. Ernesto Moreira nº 5 – 2.º Esq.
2500-199 Caldas da Rainha
Portugal

Return shipping costs are borne by the customer, except where otherwise required by law or where there is an error attributable to Team MX AG57.

We recommend using registered shipping with tracking, as Team MX AG57 is not responsible for loss, delays or damage occurring during return transport when the shipment is arranged by the customer.

9. Inspection of Returns

All returned items will be subject to technical and visual inspection after receipt.

Team MX AG57 reserves the right to:

  • Request additional information from the customer
  • Request photographs, proof or additional documentation
  • Refuse returns where there is a valid legal or contractual exclusion or where the returned item does not correspond to the product sent
  • Apply a proportional reduction to the refund in case of depreciation of the product resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the item
  • Forward the product for analysis by the supplier, manufacturer or brand representative, where necessary

The existence of signs of assembly, installation, use, wear, damage, tool marks, dirt, missing components or deterioration of the packaging may result in a reduction of the amount to be refunded.

10. Refund Periods

The refund will be made after receipt, inspection and validation of the condition of the returned item, without prejudice to the periods and rights provided for by applicable legislation.

Where the right of withdrawal is validly exercised, Team MX AG57 may withhold the refund until it has received the returned goods or until the customer provides proof of their shipment, whichever occurs first, where legally applicable.

Unless otherwise required by law, refunds will be processed within a maximum period of 14 days after receipt of the returned goods or proof of their shipment, whichever occurs first.

The refund will be processed using the same payment method used for the purchase, unless expressly agreed otherwise.

The time required for the amount to become available in the customer’s account may vary depending on the payment method, bank or financial institution used.

11. Contact Information

For any questions related to cancellations, returns, exchanges or refunds, the customer may contact:

Website: www.teammxag57.com
Email: geral@teammxag57.com