Return policy

RETURN POLICY

SORTU SOLUTIONS, S.A. DE C.V.

General Provisions

A. BASIC INFORMATION

All services and products provided by SORTU SOLUTIONS have a limited warranty that varies according to the brand, category, and model of the specific product. It may be for 30 (thirty) days, 6 (six) months, 11 (eleven) months, or according to the product.

Warranties start from the date of purchase and delivery, without verbal exceptions.

B. PRODUCTS

• All assembly equipment is tested with a pre-installed Windows operating system for 30 (thirty) days; no unlicensed software is guaranteed, and brand-name equipment is delivered with the manufacturer's software.
• Keyboards, mice, game controllers, webcams, speakers, headsets, microphones, headphones, fans, power supplies, memory card readers, and similar items have a 30 (thirty)-day warranty, as do cards for ports and similar items.
• For assembly accessories, such as CD readers and players, the warranty is for 6 (six) or 11 (eleven) months, depending on the specification in the note or invoice.
• Hard drives, processors, memories, and motherboards have an 11 (eleven)-month warranty.
• Printers, scanners, and monitors have warranties according to the product's specifications or the supplier's terms.
• There is no warranty on cables, lamps, consumables, or wear parts, nor on products opened from their original packaging.
• Only the manufacturer and/or supplier will specify a corresponding period for each product, in accordance with its warranty and instructions. 

It is the customer's responsibility to verify the compatibility of the product at the time of purchase; once opened, the product loses its warranty.

C. WARRANTY PROCEDURES

The customer must bring or send the product to SORTU SOLUTIONS assembly workshops located at Calle la Mascota #533, Colonia San Benito, San Salvador. The shipping method will be chosen by the buyer under recommendations issued by SORTU SOLUTIONS.

Shipping, packaging, and insurance costs are the responsibility of the Customer.

If the product has manufacturing defects, it will be returned to the manufacturer or supplier (as applicable) for replacement or repair at no additional cost to the customer.

The estimated time for replacement is 7 (seven) to 25 (twenty-five) business days and for repair no more than 40 business days, unless specified otherwise.

If the product cannot be repaired, it will be exchanged for a similar product or a Credit Note will be issued.

Cash refunds will not be given under any circumstances.

SORTU SOLUTIONS is not responsible for data or information loss during product review or repair.

The warranty is invalidated if the damage is caused by improper installation, misuse, illegal software, or if the product has been altered.

D. INVALIDATION OF WARRANTY CONDITIONS

The warranty will not apply in the following cases:

1. Improper use, mishandling, or conditions different from the normal ones according to the product instructions, lack of specialized technical advice, or lack of supervision by our technicians.
2. External or internal physical damage due to falls, impacts, accidents, improper use of tools, exposure to harmful elements, lack of adequate space or temperature conditions, or any damage attributable to the consumer due to carelessness, negligence, or ignorance.
3. Installation or addition of accessories after purchase that affect proper operation.
4. Normal wear and tear from daily use.
5. Exposure to electrical variations or electrical discharges without adequate protection, connection of incompatible devices, damage from computer viruses, software failures, loss of information, among others.
6. Attempted repair by unauthorized persons by our company.
7. Difference between the reported fault and the one found during the review.
8. Minor damages that do not significantly affect the operation of the product, such as dead pixels in LCD monitors.
9. Violation of warranty seals or labels that prevent product identification.
10. Damages caused by computer viruses.
11. Software problems, including both pre-installed and added software.
12. Loss of information or installed software during the review.
13. Expiration of the warranty period.
14. Alteration of the original sales receipt.

Any return or cancellation request will be considered as long as:

1. The product has not been used or removed from its original packaging, and the packaging is in good condition for resale.
2. Presentar el comprobante de venta original sin alteraciones y que coincida con las características del producto.
3. Realizar la solicitud  dentro de los 3 (tres) días naturales posteriores a la compra y en el lugar de compra.
4. In case of an error by SORTU SOLUTIONS.
5. Does not apply to custom order products.
6. Returns of software, hard drives, printers, microprocessors, memories, digital or downloadable products, consumables, cables, lamps, consumables, wear parts, or products opened from their original packaging are not accepted.

E. IN CASE OF RETURN OR CANCELLATION DUE TO THE CLIENT

1. A 20% (twenty percent) charge will be applied to the total value of the product.
2. A Credit Note for the remaining value will be issued, which can be used for the purchase of other products by paying the price difference. Cash will not be refunded under any circumstances.

F. ACCURACY OF INFORMATION AND DISCLAIMER OF WARRANTY

SORTU SOLUTIONS makes necessary efforts to accurately display the content of the online store; however, changes may occur without prior notice to the customer. The content is provided "as is," without warranties of any kind.

SORTU SOLUTIONS denies all warranties, express or implied, including, but not limited to, merchantability, accuracy, or fitness for a particular purpose.

G. CONTACT

For any queries or additional assistance related to returns, please do not hesitate to contact the Customer Service team via email at contacto@sortusolutions.com.

This return policy is subject to change without prior notice, so it is recommended to review periodically.