What Is Covered Under the Manufacturer’s Warranty?

Parts that present defects or manufacturing flaws within the timeframes established by current legislation, and as described in the Warranty Manual, are eligible for coverage, provided that the issue is duly proven by the customer’s sales invoice or receipt.

Warranty periods are as follows:

Master Original Parts:

• 3 months of legal warranty;
• 9 months of additional manufacturer warranty;
• Total: 12 months of coverage.

Masterflex Parts:

• 3 months of legal warranty;
• 3 months of additional manufacturer warranty;
• Total: 6 months of coverage.

What Is Not Covered Under the Manufacturer’s Warranty?

The situations below are not considered warranty cases:

• Parts that present complaints during installation tests;
• Parts damaged inside their original packaging, with no signs of improper handling;
• Parts with incorrect identification regarding application or technical specification;
• Parts that cannot be assembled due to dimensional incompatibility or manufacturing failure;
• Parts oxidized due to improper storage conditions;
• Parts that have been tampered with or altered by the end customer or mechanic;
• Missing components or items inside the factory-sealed packaging.

Warranty Request Process

The warranty request process follows a structured chain of communication and responsibility:

1. The end customer identifies the issue and informs the mechanic.
2. The mechanic or fleet reports the occurrence to the auto parts store.
3. The store contacts the distributor.
4. The distributor is responsible for:
• Submitting the warranty request to the manufacturer;
• Monitoring the progress of the process;
• Providing feedback to the customer regarding the warranty status.

Required Documentation

To ensure proper analysis, the distributor must gather the following documents and information:

• Purchase invoice for the product issued by the manufacturer;
• Sales invoice or consumer receipt issued to the end customer;
• Images and/or video of the product;
• Detailed description of the defect or issue identified.

Submission Portal

Warranty requests must be submitted through the official portal: https://posvendas.empresasrandon.com.br

If you do not have login credentials, please contact the Warranty Team, who will provide all necessary guidance for accessing and using the platform.

Average Analysis Time

Physical inspection of the part: up to 30 business days after the parts are delivered to Master.