CLAIMS POLICY

I.To be able to file a claim, the date of receipt of the product will be considered depending on the type of claim, SEPHNOS will not assume no responsibility without exception once deadline is expired.

II.SEPHNOS has 10 labor days to present the proposal solution to the claim filed.

III.Reasons why SEPHNOS may reject a claim:

a)The claim is submitted out of time.

b)Lack of fundaments and evidence (Photographic, video) to support claim.

c)Claim from a customer other than the one who was billed the product.

MISSING PRODUCT

IV.Maximum period of 15 labor days after receiving the product.

V.For your claim to be valid, the customer that received the product must indicate and note any anomaly in the transport guide when receiving the product.

VI.SEPHNOS is subject to the rules and policies from the contracted carriers.

VII.SEPHNOS will not accept claims for missing product if the person receiving the product signs the packing list, accepting and confirming the quantity of product received.

PRODUCT DISAGREEMENT

VIII.Maximum period of 20 labor days.

IX.SEPHNOS will accept claims for non-conformity in the following cases:

a)The product did not serve the customer for its purpose.

b)The customer used the correct product code or name when ordering and it is not the same as the one, they received.

c)The customer installed the product correctly and it does not present its proper functionality.

X.SEPHNOS will not accept claims for product non-conformity if the customer made a mistake when authorizing and / or confirming the order.

PRODUCT DEFECT

XI.Maximum period of 12 months.

XII.SEPHNOS will not accept claims for product defects in the following cases:

a)The product was not stored under recommended conditions.

b)The product was changed or modified by a third party.

c)The product is out of warranty time.

d)The product was damaged because of improper use and care.

e)The customer improperly installed the product.

XIII.SEPHNOS undertakes to replace defective parts at no cost to the customer (EXW CELAYA), as long as the guarantee is within accordance with the conditions described in the Guarantee Policy.

CLAIM PROCESS

XIV.In case of presenting any disagreement from a purchase, contact your Sales Agent to manage your request.

XV.Fill out the Claim Request that your Sales Agent will provide, it’s also available at sephnos.com/mx/solicitud

XVI.Send evidence to your Sales Agent. Photographs and / or videos of damaged packaging, packaging receipt and product in poor condition will be taken into account, these evidences are vitally necessary to proceed.

VALIDITY OF CLAIM

XVII.Your Sales Agent will follow up on the claim, as an intermediary in the negotiation between SEPHNOS and the client, reporting progress and determining the solution to both parties.  

XVIII.In the event of no response or follow-up from the client, your Sales Agent will send a notification prior to the claim expiration date, indicating the deadline to move forward and offer a solution.  

XIX.In case of not receiving response later to the notification, and once the date is up, claim will be qualified as SOLVED by SEPHNOS.