RETURNS, REFUNDS, CANCELLATIONS & DELIVERY POLICY

H G ALUMINIO FIERRO Y COBRE

Commercialization of structural aluminum profiles, industrial, solar, automotive, sports lines, conduit piping, accessories, and related services.

1. Purpose and Scope

This policy establishes the terms, conditions, and procedures applicable to material exchanges, returns, cancellations, refunds, credit balances, and delivery conditions arising from commercial transactions carried out by H G ALUMINIO FIERRO Y COBRE.

These provisions are mandatory for all customers and form an integral part of any quotation, order, purchase order, invoice, or receipt issued by the company.

2. Acceptance of Terms

The customer shall be deemed to expressly and irrevocably accept this policy under any of the following circumstances:

  • Upon confirming an order by any means (email, message, purchase order, etc.)
  • Upon making a deposit or full payment
  • Upon receiving the product

The customer acknowledges having previously verified:

  • Measurements
  • Quantities
  • Technical specifications
  • Type of requested material

In accordance with applicable consumer protection laws.

3. Material Exchange Policy (Customer Error)

3.1 Eligibility

H G ALUMINIO FIERRO Y COBRE may authorize material exchanges when the customer has made errors related to:

  • Incorrect product selection
  • Quantities requested
  • Type or characteristics of the material

3.2 Request Deadline

The customer has a maximum of 5 (five) business days from the delivery date to request an exchange.

3.3 Mandatory Material Conditions

To be eligible for exchange, the material must:

  • Be in perfect physical and functional condition
  • Not have been used or installed
  • Show no damage, scratches, or deformation
  • Not have undergone:
    • Cutting
    • Machining
    • Drilling
    • Threading
    • Any type of modification

Failure to comply with any of these conditions will result in denial of the exchange.

3.4 Exchange Method

  • Exchanges will only be made for another product available in the company’s catalog
  • No cash refunds, bank transfers, or card reimbursements will be issued for this reason

3.5 Store Credit (Balance in Favor)

If the customer does not require a replacement at the time of exchange:

  • A credit note will be issued
  • Validity: 30 (thirty) business days from issuance
  • Applicable only to future purchases

Restrictions:

  • Non-transferable
  • Not redeemable for cash
  • Not extendable beyond the established period

4. Returns Due to Manufacturing Defects

4.1 Eligibility

Returns will only be accepted if a manufacturing defect affecting product functionality or quality is verified.

4.2 Claim Deadline

The customer has up to 45 (forty-five) calendar days from delivery.

4.3 Requirements

The customer must:

  • Provide an invoice or proof of purchase
  • Submit clear evidence (photos and/or video)
  • Provide a detailed description of the issue

4.4 Technical Evaluation

All requests are subject to technical review, including:

  • Visual and functional inspection
  • Failure analysis
  • Determination of defect origin

4.5 Modified or Damaged Products

If the product shows:

  • Visible damage
  • Evidence of use
  • Alterations or modifications

But the customer claims a manufacturing defect:

The return will be subject to technical evaluation by the company.

Possible outcomes:

  • Full approval
  • Rejection
  • Partial solution (replacement, discount, or store credit)

5. General Exclusions

Exchanges and returns will not apply in the following cases:

  • Custom-cut materials
  • Machined or customized products
  • Special orders
  • Installed or used products
  • Damage caused by improper handling, storage, or use

6. Refund Policy

6.1 Cash or Bank Transfer Refunds

Refunds will only be issued in cases of:

  • Customer payment error
  • Errors directly attributable to the company

6.2 Other Cases

  • No cash refunds will be issued
  • Store credit will be granted according to this policy

7. Deliveries and Shipping Responsibility

When shipments are made through third-party carriers:

H G ALUMINIO FIERRO Y COBRE is not responsible for damages caused during transit.

Customer recommendations:

  • Inspect the material upon delivery
  • Report damages immediately to the carrier
  • Document evidence at the time of receipt

8. Invoice Cancellation (CFDI)

In case of invoice cancellation requests:

  • An administrative fee of 10% to 20% of the total transaction value will apply

This fee covers:

  • Administrative processes
  • Accounting adjustments
  • Tax compliance obligations

Cancellation is subject to:

  • Current tax authority regulations
  • Recipient approval when applicable

9. Tax Considerations

All transactions related to returns, exchanges, or cancellations are subject to:

  • CFDI cancellation or replacement
  • Issuance of credit notes
  • Internal administrative validations

10. Final Provisions

H G ALUMINIO FIERRO Y COBRE reserves the right to:

  • Evaluate each case individually
  • Approve or reject requests based on technical and commercial criteria
  • Modify this policy without prior notice