Legal Warranty Policy
Legal Warranty Policy and Evaluation of Potentially Defective Products
- Legal warranty and evaluation of potentially defective products
All products sold by Brands Democracy in the European Union are covered by the legal warranty of conformity, applicable when an item presents a possible manufacturing defect or an anomaly that does not correspond to proper use.
The management of situations related to possible defects is carried out through a specific technical procedure, independent of the commercial Returns Policy. This process allows for precise evaluation of the product and determination of whether the legal warranty applies.
2. What the legal warranty covers
The legal warranty applies when the product presents:
- a possible manufacturing defect, or
- a anomaly incompatible with proper and normal use of the item, or
- an irregular behavior that does not match the expected characteristics of the product.
When there is doubt about the origin of the problem, the technical procedure described below will be followed to confirm if the warranty applies.
3. What the legal warranty does not cover
The legal warranty does not apply when the item shows alterations that may be due to normal use, the passage of time, or external factors unrelated to the manufacturing process.
It also does not apply when the product has been exposed to handling, care, or conditions that are not suitable for its nature.
In any case, if there is doubt about the origin of the anomaly, the product will undergo a on-site technical examination to objectively determine if the warranty applies.
4. Warranty evaluation process
To ensure a fair and objective analysis, Brands Democracy follows a structured technical procedure:
4.1. Initial contact and preliminary review
- The customer contacts our team.
- Additional information is requested and, when necessary, photographs.
- A preliminary review is conducted to assess whether it can be resolved with the information provided or if an on-site examination is necessary.
4.2. Shipping the product for on-site examination
When the preliminary review is inconclusive, it may be necessary to conduct an on-site technical examination of the product. In that case:
- Our team will inform the customer about the procedure to follow, as well as about the available options to manage the shipment to our warehouses.
- The objective is to ensure an appropriate, clear process in accordance with the European standard for evaluating potentially defective products.
The specific shipping procedure may vary depending on the circumstances of the case.
4.3. On-site technical examination
Once received, the item is evaluated through a complete technical examination, carried out by qualified personnel.
The analysis may include:
- detailed visual inspection,
- review of the general condition of the product,
- verification of materials and specific areas.
4.4. Technical report
After the evaluation:
- a written technical report is issued,
- is signed and dated,
- details the observations made,
- and indicates whether or not there is a defect covered by the legal warranty.
5. Result of the technical examination and applicable costs
5.1. If a manufacturing defect is confirmed
When the technical report confirms a manufacturing defect:
- Brands Democracy applies the corresponding solution (repair, replacement, or refund),
- and assumes all reasonable costs associated with the process, including logistical expenses.
5.2. If a manufacturing defect is not confirmed
When the report concludes that the product does not have a manufacturing defect:
- the legal warranty is not applicable,
- the customer can recover the item by paying the logistics costs for reshipping to their address.
If the customer decides not to recover the product, they will be informed of the available options.
6. Timeframes for the technical examination
The technical examination is carried out within a reasonable timeframe. As a general reference, Brands Democracy strives to issue the technical report within approximately 14 business days from the receipt of the product, except in exceptional circumstances (holidays, high activity periods such as Black Friday, Christmas, among others, and/or logistical incidents).
If a longer timeframe is expected, the customer will be informed during the process.
7. Transparency and contact
Our goal is for the warranty process to be clear, professional, and easy to follow.
To initiate an evaluation or check the status of an already opened case, the customer can contact us through the channels indicated in the Contact section of our website.
For returns not related to possible defects (size exchanges, withdrawal, or commercial returns), the conditions of the Returns Policy apply, independently of this procedure.
8. Legal warranty framework in the European Union
The described procedure follows the standard for evaluating potentially defective products recognized in the European Union and applied by retailers conducting sales within the community territory.
9. Purpose of this policy
This policy aims to clearly and professionally describe the procedure followed by Brands Democracy for the evaluation of possible manufacturing defects, ensuring an objective review and the correct application of the warranty when applicable.
It also establishes how this process integrates with the rest of the company's operational framework, including:
- the Returns Policy,
- the Shipping and Logistics information,
- and the Terms and Conditions.
Each document addresses a different part of the purchase and after-sales process in a complementary way, avoiding unnecessary overlaps.
The described procedure aims to ensure fair and balanced treatment for each case, offering transparency and security for both the customer and the company.
