Refunds, Exchanges and Returns

This translation is provided for convenience. In case of any divergence, the Portuguese version prevails.

Refund, Exchange and Return Policy: ECM Tech Center

Version: 1.1, August 2026
Last updated: 08/16/2026

This policy has been prepared in accordance with the Código de Defesa do Consumidor (Brazilian Consumer Protection Code, Law No. 8.078/1990, CDC), Decree No. 7.962/2013 (Regulation of Electronic Commerce) and the Código Civil (Brazilian Civil Code, Law No. 10.406/2002).

HOW TO IDENTIFY YOUR SITUATION

This policy covers three distinct situations. Identify yours before continuing:

Situation What happened Applicable section
A I received the module and want to return it (change of mind, no defect) Section 1
B The module showed a defect within the warranty period Section 2
C The repair I ordered did not solve the problem or the defect came back Section 3

SECTION 1: RIGHT OF WITHDRAWAL (no justification required)

1.1 Who has this right

The right of withdrawal is guaranteed by art. 49 of the CDC to every consumer (individual or legal entity that acquires a product or service as the end user) who makes a distance purchase (internet, WhatsApp, telephone).

Important: this right does not apply to companies that acquire modules as an input for their core business (e.g., a workshop that buys a module to resell to the end customer). In these cases, the terms of the Civil Code and of the specific contract apply.

International customers (residing outside Brazil) are not covered by the CDC. Return and cancellation terms for these customers follow what was agreed in the quote or specific contract for each transaction.

1.2 Deadline

7 (seven) calendar days from the date the product is received, as evidenced by the Correios (Brazilian Postal Service) delivery receipt or the customer's statement.

1.3 Mandatory conditions for return due to withdrawal

  • Product with no signs of use, installation in a vehicle or tampered packaging;
  • Accompanied by all accessories and documents received;
  • Prior notice to Customer Service within the 7-day period.

1.4 Procedure

  1. Contact us via WhatsApp or e-mail stating the order number and your intention to return;
  2. Our team confirms receipt and provides packing instructions and the return address;
  3. The return shipping cost is borne by the customer in cases of withdrawal without defect, in accordance with the STJ (Brazilian Superior Court of Justice) ruling in REsp 1.340.604/RJ and the prevailing position of consumer law scholarship on the matter;
  4. After we receive and inspect the product, we process the full refund within 10 (ten) business days.

1.5 Note on contracted services (repair)

For repair services, the right of withdrawal may be exercised until the start of the service (approval of the quote). Once started, the service cannot be cancelled free of charge, since the CDC allows proportional charging for services already performed.

SECTION 2: PRODUCT DEFECT (manufacturing or hidden defect)

2.1 Legal basis

Arts. 26 and 27 of the CDC set the deadlines for claims regarding defects in durable goods: 90 days for durable goods (which includes electronic modules), counted from receipt or from the manifestation of the hidden defect.

2.2 ECM Tech Center warranty periods

  • New modules: 90 calendar days from receipt (matches the legal warranty);
  • Tested used modules: contractual warranty of 30 calendar days for rework at no cost. The limitation period of art. 26, II, of the CDC (90 days for durable goods) remains applicable to the end consumer and is not excluded by this clause.

2.3 What constitutes a product defect

A defect is considered to be one that: (a) was present in the product at delivery but was not visible upon receipt (hidden defect); or (b) arises during normal use of the product within the warranty period, without the customer having committed any excluding act described in Section 2.5.

2.4 Your rights in case of a confirmed defect

Under art. 18 of the CDC, once the defect is confirmed, the consumer may choose:

  • Replacement of the module with another of the same type and characteristics, at no cost;
  • Full refund of the amount paid, adjusted for inflation;
  • Proportional price reduction when the product is still usable despite the defect.

ECM Tech Center has 30 (thirty) calendar days to remedy the defect, according to art. 18, §1, of the CDC. If not remedied within this period, the consumer may immediately exercise any of the options above.

2.5 Situations that exclude the defect warranty

The warranty does not apply when the defect results from:

  • Physical damage caused after delivery (impact, moisture, short circuit due to incorrect wiring, voltage outside the module's specification);
  • Proven misuse or incorrect installation;
  • Unauthorized intervention by a third party during the warranty period;
  • Natural wear from use beyond the module's stated service life.

2.6 Procedure for defect claims

  1. Contact us via your region's WhatsApp, stating: order number, description of the problem and, if possible, the fault code (DTC) and photos/video of the symptom;
  2. Our team evaluates the report and, if warranty coverage is confirmed, provides a shipping label (shipping at our expense);
  3. Once the module is received, we perform a diagnosis within 3 (three) business days and report the result in writing;
  4. If the defect is confirmed, we carry out the replacement or refund according to the customer's choice.

SECTION 3: SERVICE REWORK (repair with recurrence of the defect)

3.1 Repair warranty period

Every repair performed by ECM Tech Center has a warranty of 90 (ninety) calendar days from the date the customer receives the repaired module, as stated in the technical report issued.

3.2 What rework covers

The service warranty covers the reappearance of the same functional defect described in the original repair report. Different symptoms or new defects are not covered by this warranty, but may be evaluated through a new diagnosis.

3.3 Procedure

  1. Contact us via WhatsApp stating the original service order number and the observed symptom;
  2. Our team evaluates the report within 24 business hours;
  3. If the case is covered by the warranty, we provide shipping instructions with shipping at our expense (both ways);
  4. The module is diagnosed and the rework is performed at no additional cost.

3.4 Cases in which rework does not apply

  • The reported symptom is different from the original defect stated in the report;
  • The module shows evidence of third-party intervention after being returned from repair;
  • The defect was caused by other faulty components of the vehicle (wiring, sensors, actuators);
  • The module was installed incorrectly in the vehicle after the repair.

SECTION 4: REFUND OF AMOUNTS

The refund of the amount paid is processed according to the payment method used:

Payment method Refund period Method
Pix (Brazilian instant payment) Up to 5 business days Pix to the same key used
Credit card Up to 2 subsequent statements Reversal by the card issuer
Boleto (Brazilian bank payment slip) / TED / DOC (Brazilian bank transfers) Up to 10 business days TED to the account of the order holder

The CPF or CNPJ (Brazilian individual or company tax ID) of the bank account holder must be the same as in the order registration. ECM Tech Center makes the full reversal and does not split refunds into installments.

For international customers, the refund is processed via international bank transfer (SWIFT/wire transfer), Wise or PayPal, as previously agreed. Any international bank fees are the customer's responsibility and may be deducted from the amount to be refunded.

In cases of chargeback (payment dispute initiated by the customer with the card issuer), ECM Tech Center reserves the right to submit the complete transaction documentation (approved quote, technical report, proof of delivery) to the card issuer for evaluation, under the rules of the applicable card networks.

SECTION 5: PRODUCT RECEIVED NOT MATCHING THE ORDER

If the module received does not match the order (wrong part number, condition different from what was advertised, incorrect third-party product), the customer must:

  1. Refuse delivery at the time of receipt, if the packaging is visibly tampered with;
  2. If already accepted, notify Customer Service within 7 (seven) calendar days of receipt with photos and the order number;
  3. ECM Tech Center fully covers the return shipping and the reshipment of the correct product, or processes a full refund, according to the customer's preference.

SECTION 6: SUPPORT CHANNELS AND ESCALATION

First level: ECM Tech Center Customer Service:

Second level: Resolution platforms (customers in Brazil):
If direct support does not resolve the problem within a reasonable time, Brazilian consumers may escalate to:

  • Consumidor.gov.br (consumidor.gov.br): federal dispute resolution platform;
  • PROCON (consumer protection agency) of the consumer's state of residence;
  • Juizado Especial Cível (JEC, Small Claims Court) for claims of up to 40 minimum wages, without the need for a lawyer (Law No. 9.099/1995).

International customers: the primary resolution channel is ECM Tech Center Customer Service by e-mail (Contact@ecmtechcenter.com). Unresolved disputes may be referred to the consumer protection authorities of the customer's country of residence, in accordance with applicable local law.

ECM Tech Center, ecmtechcenter.com
Version 1.1, August 2026