ONLINE SALE RETURN POLICY

DEAR CUSTOMER:

Below we mention the exceptions and situations for which CASA AHUED S.A. DE C.V., accepts returns, these being the following:

• When the product has factory defects, in case it is an appliance and it is damaged, you must make your claim within five (5) business days after receiving the merchandise.
• When the product is damaged or incomplete at the time of receipt as a result of mishandling of the parcel, evidence must be provided the same day of receipt or up to 3 business days after receipt.
• When the merchandise that the client has received is different in product, code, model, color, capacity and/or that the characteristics do not coincide with those described in the order requested and paid by the client.

In the cases mentioned above, CASA AHUED S.A DE C.V. will bear the cost of the return. However, if the customer requests a second return of the same product, the cost must be absorbed by him.

ONLINE SALE PRODUCT CHANGE POLICY

DEAR CUSTOMER:

Below we mention the exceptions and situations for which CASA AHUED S.A. DE C.V., accepts product exchange, considering the following:

• When the customer wishes to exchange the product for another from the same current online catalog at the time of purchase and the request is made 3 business days after receiving the product, it is worth mentioning that the customer must cover the cost of the return.
•  Where appropriate, the customer must initially cover the cost of the return. After receiving the merchandise, CASA AHUED S.A DE C.V. will determine the percentage of reimbursement that will correspond to it, according to the type of claim and the conditions in which the merchandise received is found.

ONLINE SALE REFUND POLICY

DEAR CUSTOMER:

Below we mention the process in which CASA AHUED S.A. DE C.V., accepts the payment of refunds, considering the following:

• The reimbursement paid by Credit Card must be deposited to the same credit card number with which the customer made the payment, the term to make the deposit is from 1 to 3 business days.
• The reimbursement that has been paid with a Debit Card will be deposited to the same card number with which the client made the payment, the term to make the deposit is from 1 to 3 business days.
• The reimbursement that has been paid in cash at a convenience store will be deposited to an account number and the name of the person must be included in the claim. As soon as it is reflected in the bank account of CASA AHUED S.A DE C.V., you can continue with the process.
• Therefore, the refund will be made once the product is in the facilities of CASA AHUED S.A DE C.V., and the corresponding verification of the product has been carried out, then there will be 3 business days to make the refund of the purchase.

ONLINE SALE SHIPPING POLICY

DEAR CUSTOMER:

Below we mention our policy aligned to online sales shipments:

• The customer agrees to pay the shipping cost in all cases, so the published price is only for the product (with VAT included), for this reason it does not include the shipping cost.
• Subsequently, the price of the product and the cost of shipping to the address specified by the customer will be reflected on the payment page, given the volumetric weight of each product purchased.
• In the event that the client does not cover the total cost of the shipment, the order will not be considered finished, so Casa Ahued S.A de C.V. may optionally contact the client in order to confirm:
  • - Reasons for non-payment.
  • - Request full payment.
  • - Verify if the client needs guidance, advice, or another type of service for their shipment.
• Shipments made by CASA AHUED S.A DE C.V. do not include insurance, so the parcel company is not responsible for any damage that the product may suffer during shipment. If you require insurance, please notify Casa Ahued by sending an email to: [email protected]. However, the cost of insurance will depend on the package. In case of any change of the shipping address, the parcel service will make an additional charge, the expenses generated will be borne by the customer and it will be requested that it be notified via email to: [email protected]

CASA AHUED PICK UP SERVICE POLICY

(PICK UP IN STORE)

DEAR CUSTOMER:

Below we mention our policy aligned to the Pick Up service (Pick up in store), since due to our different sales seasons, delivery times can be postponed. However, we want you to receive your purchase as soon as possible. In addition, we implement the following:

• The Casa Ahued Pick Up service (Pick up at the store) is carried out at the branches located at:
  • - Francisco Javier Clavijero N°40 entre las calles Guadalupe Victoria y Manlio Fabio Altamirano, Col. Centro, C.P. 91000, Xalapa, Ver.
  • - Plaza “La Pradera”, Carretera Las Trancas-Coatepec, Km 600, Local N°1”A”, Entre la Av. Cordillera y Carretera Las Trancas-Coatepec, Col. Pradera, C.P. 91097, Emiliano Zapata, Ver. 
• Consequently, your order will be ready for pick-up 24 business hours after payment confirmation, considering the opening hours of the branches mentioned above, being as follows:

Monday to Saturday: 08:30 a.m. to 08:30 p.m.

• It is worth mentioning that the times may vary for different reasons and/or situations, mainly due to the availability of the required products or due to our sales seasons.
• We promise to work hard so that you receive your purchase as soon as possible. In case of any setback we will contact you.
• If it is not possible for you to go for your purchase, you can grant a power of attorney to a person you trust. If this is the case, it will be mandatory for them to provide us with the following documentation:
  • - Proof of purchase issued by our Online Store. (Printed)
  • - Copy of official identification with photograph. (Voter's ID, Driver's License, Passport, and/or Military Card)
• Any questions or comments call us at: 800 2424 833, write to us at: [email protected] or our WhatsApp service: 2281122181. The Online Store hours of operation are:

Monday to Friday: 09:00 a.m. to 07:00 p.m.

Saturday: 09:00 a.m. to 5:00 p.m.

HOME SERVICE POLICY CASA AHUED TO YOUR HOME

DEAR CUSTOMER:

Below we mention our policy aligned to the home service provided by Casa Ahued:

• Casa Ahued Hasta tu Casa, will only cover said service within the City of Xalapa, Ver and will depend on the availability of the products.
• Purchases made from $500.00 (Five hundred pesos 00/100 M.N) will have this free shipping service and will be delivered in one of our delivery units to deliver the order to the shipping address provided by the Customer.
• Payments will be made only through bank transfer, bank terminal and deposits, for the latter the account number will be provided at the time of placing the order.
• If an invoice is required, it must be notified at the time of the purchase process.
• The delivery of orders with Casa Ahued Hasta tu Casa service will be made from 1 to 3 business days, after payment confirmation.
• Our priority is the customer, therefore our products and services are characterized by quality. In addition, as a company we continue to improve our logistics. However, in the event that an incident occurs on the part of our delivery units on the shipping route, even if it is an accident that affects the product and/or in its case that it is missing from your order, Casa Ahued is responsible for the situation. , you must report the situation at the time and one of our collaborators will attend to your inconvenience, as long as it is justifiable in order to provide you with solutions.