You may request withdrawal from a purchase, report a problem, or track a return directly with OnEll. This policy explains the criteria and process for purchases made in this store while preserving rights under Brazil's Consumer Protection Code (CDC).
Withdrawal from online purchases
You may withdraw from a purchase within 7 calendar days, counted from signing the contract or receiving the product, as applicable under Article 49 of the CDC. For a bike delivered to your address, request the return within 7 calendar days of receipt. You do not need to give a reason.
Submit your request within that period through the return form or suporte@onell.com.br. Provide your name and, if available, the order number. Not having the number does not prevent a request if the purchase can be identified another way. You do not need to wait for authorization to express your withdrawal within the deadline.
The form displays confirmation and a reference number after submission. Keep this information. The team will respond within 5 days; this response period does not change the date of your request or statutory refund deadlines.
Collection, posting, and costs
For withdrawal and returns resulting from an incorrect product, damage, or a defect for which the supply chain is responsible, OnEll arranges guidance on return logistics at no cost to the consumer. There is no restocking fee or penalty for exercising the right of withdrawal.
The team explains the collection or posting procedure appropriate for the bike's size and address. Do not send the product to a different address from the one instructed: the company identification on this page does not replace return-shipping instructions. If you have difficulty following the procedure, contact us for an alternative that allows you to exercise your right.
Caring for the product you return
Protect the product for transportation and return the accessories and components received. Use the original packaging when available; if you no longer have it or it is damaged, ask for safe-packing guidance. The absence of original packaging alone does not remove the right of withdrawal or statutory warranty.
Opening the packaging and inspecting the product does not automatically prevent withdrawal. Avoid using the bike beyond what is needed to understand its characteristics, and take care of it. Any damage caused by improper use must be demonstrated and addressed individually, without automatic refusal or arbitrary charges.
Refunds
For withdrawal, the amounts paid for the purchase, including outbound shipping, are refundable as required by law. Reimbursement must be immediate, with monetary adjustment where applicable. OnEll notifies the payment agent of the withdrawal to prevent the charge or arrange a reversal.
Card credits follow the issuer's processing and may appear according to the billing cycle. This operational step does not authorize OnEll to improperly delay requesting a reversal. The team provides available tracking information. For Pix or another method, the refund uses the secure mechanism applicable to the transaction. No refund fee is charged, and you are not required to accept store credit.
If additional information is needed, it will be requested through the official channel with order identification. Do not send a password, card security code, authentication code, or advance payment to receive a refund.
Products with a fault or defect
For durable goods, the statutory period to report an apparent or readily identifiable defect is 90 days from delivery. For a hidden defect, the period starts when the problem becomes apparent, under the CDC. OnEll's advertised contractual warranty supplements statutory rights; see Warranty and Assembly.
Report the problem to warranty support. The team will explain the assessment and resolution process without imposing loss of rights for missing an unnecessary formality. As a general rule, the supply chain has up to 30 days to remedy the defect; if it remains unresolved, the consumer chooses replacement with a product of the same type in proper condition, reimbursement of the amount paid, or a proportional price reduction, under Article 18 of the CDC.
Statutory cases requiring an immediate solution remain protected, including when repair would compromise the product's characteristics, quality, or value, or when the product is essential. We do not require you to waive these rights to receive support.
Preference-based exchanges after the withdrawal period
After the statutory period, an exchange of a non-defective product based only on model or color preference depends on commercial terms expressly offered by OnEll for that case. There is no automatic approval, additional period, or presumed free service. Any proposal must state availability, price difference, and any transportation cost before you accept.
This commercial assessment does not restrict timely withdrawal, warranty, correction of an incorrect item, failure to fulfill an offer, or other statutory rights.
Support and purchases through other channels
Use this store's form or the official email address to track your reference number. Requested information must be limited to identifying the purchase and resolving the case. If you need help submitting a request, contact the phone number listed in the company identification.
Requests concerning marketplace purchases may be started through that platform's support channels to maintain the transaction history, without excluding OnEll's legal responsibilities. This policy does not prevent access to Procon, the ANPD for data matters, or the courts.