WARRANTY POLICIES

Our commitment is to offer the highest quality products to our members and customers. However, we understand that situations may arise where an item arrives damaged or defective. To ensure you have the best possible experience, we have established a clear and accessible warranty policy. In this document, we will detail how to handle such situations, the steps to follow, the required documentation, and the conditions under which the warranty is valid.

1. Timeframe to Claim a Warranty

It is important that our members and customers act promptly if they receive a damaged or defective product. To ensure a smooth warranty process, the following timeframes must be observed:

• Timeframe to report damage: You have 30 calendar days from the delivery date to report any item considered damaged or defective.
• Extended timeframe for electronic products: For electronics and high-end products, we extend the reporting period to 60 calendar days due to the more complex nature of these products.

If these timeframes are not met, unfortunately, we cannot guarantee eligibility for a refund or repair at no cost. Therefore, we recommend inspecting your products immediately upon receipt.

2. Requirements to Claim a Warranty

To proceed with a warranty for a damaged or defective item, customers must provide specific documentation and information. This allows us to process your request quickly and efficiently. The requirements are:

• Proof of purchase: Present a receipt or purchase confirmation, such as an order confirmation email or invoice.
• Photos of the damaged product: Send clear photos of the item showing any visible defects or damage. Include images of the original packaging if it shows damage.
• Order number: Provide the order number associated with the purchase.
• Problem description: Include a brief explanation of the issue you’re experiencing, detailing how you discovered it and what you expect from the warranty (repair, replacement, etc.).
• Warranty form: Complete the warranty form available on our website or request a physical copy from customer service. This form must accompany the warranty request.

You may submit this documentation electronically through our website or physically to our customer service address, depending on your preference.

3. Conditions for Warranty Coverage

For the warranty to be valid, certain conditions must be met. These conditions ensure that damages are not the result of misuse or negligence by the customer. Key conditions include:

• Factory or shipping damage: The warranty covers damages occurring during manufacturing or shipping, such as defects in craftsmanship, faulty materials, or damage caused by mishandling during transit.
• Normal and proper use: The warranty applies to products used appropriately and according to the provided instructions. Damages caused by improper use, negligence, or mishandling are not covered.
• Exclusion of accessories and normal wear and tear: Items showing normal wear and tear (e.g., fading, worn shoe soles) or accessories not covered by the warranty (e.g., tags, packaging) are ineligible for returns.
• No unauthorized repairs: The warranty is void if the product has been altered or repaired by anyone not authorized by our company.

Adhering to these conditions is essential to ensure warranty eligibility and allow us to proceed with the repair or replacement of the item.

4. Warranty Evaluation and Resolution Process

Once we receive your warranty request, our team will evaluate it to determine the best course of action. The process involves the following steps:

• Receipt and review of the request: Upon receiving the request, our team will review all documents and photos to verify the reported damage or defect.
• Technical evaluation: If necessary, the item will be sent to our service center for a detailed technical evaluation.
• Repair or replacement decision: Based on the evaluation, a decision will be made to repair or replace the product. This decision depends on the defect type and associated costs.

5. Repair vs. Replacement: Decision Criteria

When deciding whether to repair or replace a product, we consider factors such as the type of defect and the product’s value. The criteria include:

• Items valued under $1,000 MXN: Replacement is generally preferred if the product is irreparable. For minor defects, we assess the feasibility of repair.
• Items valued between $1,000 and $5,000 MXN: The decision depends on the damage’s nature and repair costs. Repairs are preferred if the cost is less than 50% of the item’s value; otherwise, a replacement will be provided.
• Items valued over $5,000 MXN: High-value products will prioritize repair whenever feasible. Replacements are only offered if repairs are ineffective or exceed the item’s value.

The final decision will be communicated to the customer within 7 business days after receiving the warranty request, along with further instructions.

6. Return or Replacement Process

If a return or replacement is approved, the process will proceed as follows:

• Return shipment: A prepaid shipping label will be provided so you can return the defective item to our service center at no additional cost.
• Repair: In case of repair, you will be notified of the estimated timeframe, and you will be informed once the product is ready to be returned.
• Replacement: If a replacement is chosen, a new product will be shipped to your address after the defective item is returned and received.

The replacement process typically takes 10 to 15 business days, depending on product availability.

7. Exceptions to the Warranty Policy

There are certain situations where the warranty policy will not apply, and customers should be aware of these exceptions:

• Intentional or accidental damage: Products damaged intentionally or accidentally (e.g., drops, fire, water) are not covered under warranty.
• Unauthorized alterations: Any modifications or repairs not performed by our authorized technical team will void the warranty.
• Clearance or non-warranty items: Some clearance or discounted products may be excluded from warranty coverage, which will be specified at the time of purchase.

8. Warranty Assistance Contact

If you need assistance with the warranty process, our customer service team is available to guide you through every step.

• Phone: Call 800-555-1234 to speak with a customer service representative.
• Email: Send your inquiries and documentation to [e-mail], and our team will process your request within 48 hours.
• Online chat: Access the live chat on our website for immediate assistance from a specialized agent.

This policy ensures a transparent and efficient resolution for warranty claims, guaranteeing our commitment to customer satisfaction.