STORE POLICIES — MOTA EXPRESSLast updated: 01/01/2026Welcome to Mota Express. This page contains the policies and terms that explain how our purchasing, shipping, exchanges, returns, refunds, and data usage processes work.Customer ServiceWhatsApp: 77-99990-2038Email: motaexpress686@gmail.comBusiness hours: Monday to Friday, 9:00 AM to 6:00 PMAverage response time: 24 business hoursTable of ContentsShipping and DeliveryExchanges, Returns, and RefundsPrivacy Policy (LGPD)Terms and Conditions of UseCookies and TechnologiesContact and Support1. Shipping and Delivery1.1 Order ProcessingAfter payment confirmation, the order will be processed, including picking and packing, within 1 business day.1.2 Delivery TimeDelivery times may vary depending on:ZIP code/region;Product availability;Logistics and shipping carrier;Other delivery-related factors.The estimated delivery time is displayed at checkout before the purchase is completed.Average estimated delivery time: 7 business days.1.3 Shipping CostsShipping costs are automatically calculated at checkout based on the ZIP code provided and the applicable shipping conditions.In the event of promotional campaigns, such as free shipping, the applicable terms and conditions will be clearly stated on the website.1.4 TrackingWhen available, the tracking number will be sent to the customer by email and/or WhatsApp after the order has been shipped or dispatched.1.5 Delivery Attempts and Incorrect AddressThe customer is responsible for providing the correct delivery information when placing an order.If an order is returned due to an incorrect, incomplete, or insufficient address, or due to other information incorrectly provided by the customer, additional measures may be required for a new delivery attempt.In such cases, Mota Express will contact the customer to explain the available options and any applicable additional shipping costs.1.6 Delays and Events Beyond Our ControlDelivery delays may occur due to external factors, including periods of high demand, logistical problems, weather conditions, strikes, local restrictions, or other circumstances beyond Mota Express's control.If a delay occurs, our customer service team will provide the necessary assistance through our official support channels.2. Exchanges, Returns, and Refunds2.1 How to RequestTo request an exchange, return, or refund, please contact us through our official channels:WhatsApp: 77-99990-2038Email: motaexpress686@gmail.comTo help us process your request, please provide:Order number;Buyer's name;Reason for the request;Photos and/or videos when related to a defect or damage.2.2 Request DeadlineThe deadline for requesting an exchange or return is 7 calendar days after receipt of the product, subject to applicable legal requirements and the specific circumstances of the request.2.3 Product Conditions for Returns or ExchangesFor a return or exchange request to be eligible, the product should preferably be:Free from signs of improper use;Accompanied by its original packaging, when possible;Accompanied by all accessories and components;Accompanied by any other items originally included with the order.We reserve the right to evaluate requests involving improper use, misuse, or missing items and accessories, subject to applicable consumer protection laws.2.4 Defective or Damaged ProductsIf a product arrives defective or damaged, the customer should contact Mota Express as soon as possible and, when requested, provide photos and/or videos showing the issue.After evaluation, our team will provide instructions regarding the appropriate exchange, return, or refund procedure in accordance with applicable laws.2.5 RefundsWhen a refund is approved, it will generally be processed using the same payment method used for the purchase, subject to the procedures and processing times of the relevant payment provider, bank, or card issuer.After approval, Mota Express will process the refund within 1 business day. The time required for the funds to become available may vary depending on the payment method and financial institution.2.6 Return Shipping CostsIn cases involving defects, damage, or other situations for which the store is responsible, Mota Express will provide instructions regarding the return procedure and applicable shipping arrangements.For cancellations or returns based on withdrawal or change of mind, applicable consumer protection laws and regulations will be observed.2.7 Non-Eligible ItemsCertain products may have specific return or exchange rules due to their characteristics, hygiene requirements, use, or customization.Whenever a legally applicable restriction exists, it will be clearly stated on the relevant product page or at the time of purchase.3. Privacy Policy — LGPDMota Express respects the privacy and protection of its customers' and users' personal data.Personal data may be used to process orders, payments, and deliveries, provide customer support, improve security, and enhance the user experience, always in accordance with applicable laws.3.1 Information We May CollectDepending on how you use our website and whether you make a purchase, we may collect:Name;Email address;Telephone number;Delivery address and, when necessary, billing address;Order-related information;Information required to process payments, which may be handled by payment providers;Purchase and order history;Browsing information, such as IP address, device information, and pages visited, when applicable.3.2 How We Use Your DataPersonal data may be used to:Process purchases, payments, and deliveries;Provide customer service and support;Track orders;Prevent fraud and improve security;Comply with legal and regulatory obligations;Improve our products, services, and website experience;Send communications related to orders;Send marketing communications when authorized or when another applicable legal basis exists.3.3 Sharing with Third PartiesWhen necessary for the operation of our store, personal data may be shared with essential service providers and business partners, including:Payment processors and providers;Shipping carriers and logistics companies;E-commerce platforms;Hosting and technology service providers;Customer service, email, or CRM platforms;Analytics and advertising services, when applicable.Data will only be shared for purposes related to providing services, security, operating the store, and other purposes permitted by applicable law.3.4 Data Subject RightsUnder applicable laws, particularly Brazil's General Data Protection Law (LGPD), data subjects may request, when applicable:Confirmation of whether their personal data is being processed;Access to their personal data;Correction of incomplete, inaccurate, or outdated data;Information about the processing and sharing of their data;Deletion or other measures provided by law, when applicable.For privacy and data protection requests, please contact us:Email: motaexpress686@gmail.comWhatsApp: 77-99990-20383.5 SecurityMota Express adopts reasonable technical and organizational measures to protect personal data against unauthorized access, loss, alteration, disclosure, or improper destruction.Although we take appropriate security measures, no electronic system is completely immune to risks. In the event of a relevant incident involving personal data, we will take the appropriate measures in accordance with applicable law.4. Terms and Conditions of UseBy using the Mota Express website or placing an order, the customer acknowledges and agrees to these terms and the other policies made available by the store.4.1 About the StoreMota Express sells products to consumers in Brazil.Name: Mota ExpressCPF: 864.570.315-79Address: Rua Antônio Orlindo de Castro, 441 — São João Batista — Belo Horizonte, MG, Brazil4.2 Product InformationMota Express makes every effort to present product information, descriptions, and images clearly and accurately.However, minor differences may occur in:Color or tone due to lighting, screens, or device settings;Product batches or models;Packaging;Characteristics or specifications provided by manufacturers or suppliers.Specific information for each product will be provided on its respective sales page.4.3 Prices and PromotionsPrices, commercial conditions, and promotions may be changed at any time, without affecting orders that have already been properly completed and confirmed.The terms and conditions of each promotion will be clearly stated on the website during the promotional period.4.4 Customer ResponsibilitiesThe customer is responsible for:Providing accurate information during the purchase;Checking the delivery address before completing the order;Monitoring communications regarding the order;Keeping contact information up to date;Ensuring that someone is available to receive the package at the provided address when necessary.4.5 Improper Use and Fraud PreventionMota Express may conduct security checks to protect the store and its customers.Orders showing indications of fraud, significant inconsistencies, or payment confirmation issues may be subject to review and, when necessary, canceled in accordance with applicable law.5. Cookies and TechnologiesMota Express may use cookies and similar technologies to:Maintain essential website functionality;Remember user preferences;Improve navigation;Analyze website performance;Understand how users interact with the website;Improve products and services;Personalize content or advertisements when applicable and permitted.Users may manage or disable cookies through their browser settings. Disabling certain cookies may affect some website functionalities.6. Contact and SupportFor questions or requests regarding orders, exchanges, returns, refunds, or privacy matters, please use Mota Express's official contact channels:WhatsApp: 77-99990-2038Email: motaexpress686@gmail.comBusiness hours: Monday to Friday, 9:00 AM to 6:00 PMAverage response time: 24 business hoursMota Express is committed to providing clear, transparent, and efficient customer service.