Guarantee policies

Dear customer: during the delivery of orders, please take the time you consider necessary to confirm that the merchandise you have received is in perfect condition and it is of your total satisfaction, otherwise we would really appreciate if you do not receive the order and send us your comments in the document that our delivery team will give you or you can confirm that you did not receive the product by calling: 01 (833) 230 07 70 ext. 1036.

Our Velhmat suppliers have been selected with rigorous care. We guarantee that all parts of our products are free form defects in raw material and workmanship during normal use for six months from the date of delivery.

• Replacement of any defective part will be provided to the original purchaser.
• The guarantee is effective from the date of delivery and is valid only for the original purchaser.

• Damage to the product due to installation errors, relocation, product abuse or product misuse caused by contractors, service company or the original purchaser will not be covered by the guarantee.
• Velhmat will not be liable for labor charges and/or damages incurred in installation, repair, replacement, or for incidental or consequential damages.
• Products with fractures, fissures or chipping have guarantee when detected at the time of delivery of the product. Once the product has been delivered and signed upon receipt, the guarantee will not be valid for fractures, fissures or chipping. It is the client’s responsibility to check the product upon receipt. In deliveries made by parcel the guarantee will not be valid if there is a signature and/or acknowledgment of receipt of the order at the address provided by the client.

Return and refund policies.

The period for clarification or request for the return/refund of your purchase is 15 days from the date of delivery of your product. After that period, returns will not be accepted nor refunds will be made; Ruptures in the product(s) should be reported the same day the purchase order is received, otherwise, the return/refund request will not proceed.

Your request of refund or return your purchase order must be supported by the following documents:

• Original receipt of the purchase
• Valid official identification (INE, Passport, Professional license, national military service card; if you are a foreigner, present the corresponding valid immigration document)
• The product to be exchanged or returned must be in the same conditions as at the time of purchase, either its original packaging was opened or not; that is, without showing alteration or damage. It should include all parts, accessories, manuals, warranties and its original packaging.

If your purchase order was made through our online store and you do not have a physical store in your area, you can do your exchange or return request by calling: 01 (833) 2 30 07 70 ext. 1036, considering the exchange and return periods from the delivery date of your order.

Order purchase: return and refund procedure.

Our technician’s team will do a physical and functional review of the product along with the complete accessories and packaging to determinate its status.
Velhmat, upon receiving, reviewing and verifying that the product or merchandise does comply the return conditions, will proceed to refund the product in the same way in which the product was paid (bank card, PayPal and/or any other electronic means of payment authorized by Velhmat). The shipping amount will not be refunded.
The client or user will be able to see the refund reflected in their corresponding account statement in an estimated period of 30 (thirty) business days from when the refund was authorized, being the sole responsibility of the bank card transmitter and not of Velhmat, the deposit of the refund to the client or user. Velhmat doesn’t make cash refunds for purchases made online.

Return and refund policy for promotional and/or sale items.

For item(s) in promotion and/or sale, included in the original transaction, the entire package must be returned or else the current price of the item in promotion and/or sale will be discounted.

Shipping Policies

• The delivery time of the products is 3 to 10 business days; if the payment of your purchase is confirmed from Monday to Friday, the first business day is the day you receive the payment confirmation. If the payment of your purchase is confirmed on Saturday, Sunday or holiday, the process of your order is carried out on the following day of the payment confirmation.
• Please consider the following information: for your order to be processed and sent to the parcel that same day, it must be placed before 12:00 pm, if it is done after that, your order will be processed until the next business day.
• You will get a confirmation email with the guide number of your order; this way you will know where it is.
• It’s the client’s responsibility to track their order directly with the parcel, once they’ve received the confirmation email with the guide number of their purchase. *Take in consideration that the estimate time to track your order is 24 hours after receiving your confirmation email.  
  
• Deliveries take place at the exact address provided by the client. Velhmat makes the delivery and takes the reception of the purchase at the address provided by the client at the time of order placement; anyone at the address can receive the package. Velhmat is not responsible for lost or stolen package if its delivery is confirmed, therefore the client assumes all responsibility for any loss or damage to the items.
  
• It is the client´s responsibility to check and verify that the product packaging is in perfect condition before signing the guide. In the event of a failure in the packaging, do not receive the product or sign the guide, if you sign without reviewing you will lose the right to claim.

PRIVACY POLICIES

In accordance as foreseen in the Federal Law on Data Protection, Arquitectura Recubrimientos Interiores y Exteriores S.A. de C.V. (VELHMAT) declares to be a company legally constituted in accordance with mexican laws and its responsible for the treatment of your personal data. Makes of your knowledge that the information of our clients is treated strictly confidential, so by providing your personal data such as:

1. Name or business name
2. Adress
3. Office Phone and mobile phone
4. Email Address

These could be use but not limited to the following purposes:

1. Advertising campaigns
2. Loyalty campaigns
3. Loyalty campaigns
4. Data base update
5. Any purpose analogous or compatible with the above

To prevent unauthorized access to your personal data and with the purpose to ensure that the use of the information will be just for the established purposes in this privacy notice, we have established different procedures with the purpose to avoid the use and unauthorized disclosure of your data, allowing us to treat it accordingly. As well, we inform you that your personal data might be transferred to be treated by different people in this company. All your personal data will be treated according to the applicable law and in force in the country, thus we inform you that you have at any moment the rights (ARCO) to access, rectify, cancel or oppose to the treatment we give to your personal data.

This privacy notice could be modified by Arquitectura Recubrimientos Interiores y Exteriores S.A. de C.V., such modifications will be promptly informed through email, phone, web page or any other communication method that Arquitectura Recubrimientos Interiores y Exteriores S.A. de C.V. may determine.