Warranty and Returns Policy

DESCRIPTION OF THE RETURN AND REFUND POLICY

At incom.mx (hereinafter referred to as "the site"), this warranty specifically covers products against manufacturing defects and guarantees their delivery to the buyer (hereinafter referred to as "the customer").

The procedure to claim the manufacturing warranty is as follows:

  1. Defect Report: If a manufacturing defect is detected, the customer agrees to promptly notify the site of the defect in detail. This can be done through the Contact Us section of the site or by directly contacting their assigned sales representative.
  2. Case Evaluation and Resolution: Once the claim is received, the site's Customer Service team will evaluate the problem. If it is confirmed that the defect is covered by our warranty, a solution will be provided.
  3. Solution Options: Depending on the nature of the problem, the site will offer the option to replace the defective product or repair it at no additional cost. For eligible cases, a partial or full refund of the payment made by the customer will be applied.

APPLICABLE RETURN CHARACTERISTICS

  • Return Period: All return requests must be made within a period not exceeding 21 calendar days from the issuance of the corresponding invoice.
  • Return Conditions: Returns caused by misuse of the product will not be accepted. By "misuse" we mean any use of the product that is not in accordance with the instructions for use provided with it or that is outside of normal use conditions. If the return conditions are met, please contact your sales representative to coordinate the process.

  • Return Penalty: For products that have already been invoiced, a charge of 20% of the total invoice amount will be applied to cover operational costs. However, the return will be exempt from this penalty provided the purchase has not been invoiced and complies with the current cancellation conditions.

VALID CANCELLATION CAUSES

Product cancellations are at the discretion of the site. The following causes are considered valid for cancellation:

  • Duplicate purchases.
  • Cancellation requests made on the same day of purchase.
  • Refusal of shipping cost (applicable for extended zones).
  • Serious error in product specifications.
  • Unprocessed payments.
  • Shipping delay according to clause number 5 regarding "Right of cancellation" in the "Shipping eventualities" section.

Limitations of applicability: This Return and Refund Policy is applicable exclusively to products purchased directly through www.incom.mx. It is not applicable to:

  • Products purchased outside the site.
  • Products purchased through one of our agents.
  • Products in the Offers section or the Clearance section.
  • Products marked or indicated as "Discontinued" or "Last pieces."

CHARACTERISTICS OF PRODUCT DELIVERY

Shipments are delegated to companies that provide specialized services. We act on behalf of the customer with these companies.

  • Delivery Times: For orders of products that are in stock, these orders are prepared for delivery to the parcel service within one to two business days. Delivery times are stipulated by the courier services, which issue a tracking number with shipping details and an estimated delivery date. For orders of products that are out of stock but are ordered on a pre-order basis, delivery times are agreed upon in the quote request or through communication with an agent.
  • Failure to Meet Delivery Times: In the event that delivery times are not met and extend significantly beyond what was agreed, the site commits to taking the necessary measures to rectify the situation. Timely communication with the customer is guaranteed to inform about any delivery delays and offer alternative solutions, if necessary.
  • Problems During Delivery: In any situation related to product delivery, it is the customer's responsibility to promptly report any problems, including damages, delivery of unsolicited products, or deliveries to incorrect persons. The site will act to provide satisfaction in case of problems related to product delivery.

ACTIONS FOR POTENTIAL SHIPPING EVENTUALITIES

  1.  Acceptance of eventualities.

By making a purchase on the site and accepting product shipment, the customer acknowledges and accepts that courier and parcel companies may experience eventualities such as:

  • Service saturation: Unexpected increase in shipping volume, which may cause delivery delays.
  • Blocking or restrictions of shipping routes: External factors such as adverse weather conditions, road closures, or strikes may affect the availability of shipping routes.
  • Other eventualities: Force majeure events or causes beyond the site's control that may affect the delivery process.
  1.  Site's commitment.

The site commits to fulfilling the following obligations:

  • Selecting reliable courier and parcel companies: We seek partners with a proven track record of efficiency and compliance in their deliveries.
  • Monitoring the shipping process: We constantly track the status of each shipment to ensure its delivery in the shortest possible time.
  • Communicating eventualities to the customer: In case of any eventuality affecting the shipment, we will contact the customer in a timely manner to inform them about the situation and the measures that will be taken.
  • For products with inventory availability: We commit to guaranteeing our service times, which include: purchase processing, logistical processing, and delivery of products to parcel services.
  • For pre-order products: We respect the price stipulated on the purchase receipt. We execute procurement orders with our distributors in a timely manner and keep the customer informed of each stage of the process.
  1.  Customer's responsibility.

The customer must comply with the following obligations to validate their warranty:

  • Providing accurate shipping information: It is important for the customer to provide a complete and updated shipping address to avoid delays or loss of the package.
  • Contacting us for any questions or problems: If the customer has any questions or problems with the shipment, they must contact us immediately so that we can respond effectively.
  1.  Limitation of liability.

The site is not responsible for returns in the following cases:

  • Delivery delays caused by eventualities beyond our control, as mentioned in Point 1 of this clause.
  • Additional costs incurred by the customer due to shipping eventualities.
  1.  Right of cancellation.

The customer has the right to cancel the purchase and request a refund if the shipment is delayed by more than 10 business days from the estimated delivery date.

Rectification agreement: The refund or the form of rectification for inconveniences related to delivery times will be determined by mutual agreement between the site and the customer.

Notification of non-compliance: The customer has the responsibility to notify the site of any significant non-compliance with delivery times as soon as possible so that appropriate corrective measures can be taken.