AVIMEX DE COLOMBIA S.A.S.
OBJECTIVE
Ensure the optimal functioning of the return process of medical devices and/or products sold by Avimex de Colombia S.A.S. through the execution of operations established by the company, aiming to provide support and solutions to the needs of our customers.
RULES
Sales made by Avimex de Colombia S.A.S. are final; therefore, return requests are considered only if the following rules are met:
A) It is demonstrated by evidence that the products were purchased directly from Avimex de Colombia S.A.S.
B) If the products were purchased through chains or large retailers, the return or warranty must be managed through them with the purchase invoice of that company, as it will primarily affect their inventory. In this case, the chains or large retailers act as intermediaries between the final consumer and Avimex de Colombia S.A.S.
C) All returned products are subject to inspection and adhere to the timelines established in the following policies.
D) To ensure product integrity, customers must store products in optimal conditions. Returns or warranties will not be accepted if the product shows damage caused by:
a. Direct exposure to sunlight or heat sources that may deteriorate its packaging or components.
b. Storage in places with high humidity or prone to pests, rodents, or external contamination.
c. Improper handling that affects its original state.
In case of receiving products in these conditions, Avimex de Colombia S.A.S. reserves the right to reject the warranty.
WARRANTY POLICY
Our aim is your satisfaction and ensuring the quality of the products, therefore, we inform you about what you need to know to apply and request the warranty process.
1) Situations when the warranty applies in Avimex de Colombia S.A.S:
• If you received a product with manufacturing defects or in poor condition.
• If the product does not meet its purpose, functions incorrectly, or is incomplete.
• If the product is damaged due to transportation at the time of shipment.
• If the product wears out prematurely under normal use conditions.
• If the product's utilities do not match your expectations and you express dissatisfaction with it.
• Avimex de Colombia S.A.S. reserves the right to analyze and approve the return request for "Low Rotation". For this reason, the following guidelines are in place:
o The customer has a period of eight (8) months from the moment of receipt of the goods.
o The product must be in normal conservation conditions; products showing evidence of mishandling and inadequate storage are not accepted.
2) The warranty will not be recognized in the following cases:
• If the product has been used incorrectly, abusively, or negligently.
• Unauthorized product modifications.
• Not following the product usage instructions.
• Normal product wear and tear.
• Joint use of chemical elements that deteriorate and affect the product's functionality.
• Merchandise not in its original packaging or whose content does not match what is declared on the sales invoice.
• Events that cannot be controlled by Avimex de Colombia S.A.S (Natural disasters, floods, vandalism, damage from pests or rodents, etc.), as long as the product is already in the user's possession.
• When the product has been handled (whether by manufacturing, accessories, etc.) by companies other than Avimex de Colombia S.A.S.
3) Generalities of warranties at Avimex de Colombia SAS:
• Avimex de Colombia S.A.S ensures 100% of the warranty.
• Shipping and collection costs for warranty products are covered, provided it is done through the company's authorized carrier.
• Avimex de Colombia S.A.S provides bonuses or discounts for customers in case of warranties. Avimex de Colombia S.A.S has complete freedom to determine the value and whether the customer qualifies for these benefits.
• The customer has a maximum period of 6 months to apply for and request the warranty; the time will be counted from the product delivery date.
• The final consumer has a maximum period of 15 days (the time will be counted from the product delivery date) to apply for and request the warranty. Avimex de Colombia S.A.S. reserves the right to submit all products to a technical diagnosis where the warranty is evaluated and approved.
• The customer must clearly and respectfully communicate the reason for the dissatisfaction and request the warranty.
• The customer must clearly define and communicate their expectations when making the warranty request.
• Avimex de Colombia S.A.S reserves the right to update the terms and conditions of this policy.
4) Procedure for the warranty process at Avimex de Colombia SAS:
• You can request the warranty through the channels established by the company, which are:
o Sales representatives and merchandisers are the primary point of contact for returns and warranties.
o Online sales channels.
o Social media, whether Instagram, X, Facebook, or the website.
o By phone and WhatsApp +573156434807.
o Email ventas.internet@avimex.co
o In person at our offices located at Carrera 80C N°32EE-28, Laureles neighborhood (Medellín-Colombia)
• The customer must provide complete and detailed information at the time of the request, which will be required in the attention channels.
• The product subject to warranty must be delivered, along with its purchase invoice or buyer identification.
• Once the product is received, it will be sent to the quality department, which is responsible for receiving and inspecting the product. Based on the analysis, the warranty is managed internally.
• Through the warranty, the customer may request a refund, product exchange for a new one or hand-to-hand, modifications, or cancellations of delivery note/invoice, as the case may be.
• It is important to note that the estimated time for receipt and review of the warranty is fifteen (15) business days from the receipt of the claim.
If you have questions about any pending warranty, return to the main page or home page and in Contacts and Networks, you will have the Contact Form at your disposal to communicate directly with us. In case you want to generate a PQRS Petition / Complaint / Claim / Suggestion, we remind you that the appropriate channel is at this link: https://pqrs.puramas.co
