Return and Quality Policies
To guarantee that our products comply with their specifications, functionalities and characteristics, we certify that all our products have undergone internal inspection and quality control procedures in accordance with the provisions of Decree 4725 of 2005 and Resolutions 4002 of 2007, issued by the National Institute for Food and Drug Surveillance INVIMA, an entity dedicated to the control and surveillance of quality and safety of medical devices.
1. When purchasing our products, keep the following in mind:
1.1 When you purchase one of our products, review it in its entirety before accepting it.
1.2 When making a purchase, always require the invoice, receipt or delivery certificate. You may need it for a later claim.
1.3 Review the technical specifications of the products and request delivery of the corresponding manuals and instructions for use in applicable cases.
1.4 For the shipment of merchandise through a carrier, do not accept boxes that are damp, beaten or open. Count the merchandise and verify that it is in perfect condition. If you observe any inconsistency, the report must be generated within twenty-four (24) hours of receipt by email: atencionalusuario@kamexinternational.com.co
1.5 Regarding the packaging of the products, verify that they are in optimal conditions. If you observe any inconsistency, the report must be generated within twenty-four (24) hours of receipt. If the receipt of the merchandise is accepted and there is any observation, you must record the novelty in the carrier's guide and immediately report it to customer service, within twenty-four (24) hours of receipt.
1.6 To make any return you must take into account that the product must arrive in perfect hygienic conditions and in its original packaging.
1.7 Remember that you must generate a report within a maximum period of twenty-four (24) hours after receipt of the merchandise of any eventuality or incident associated with the delivery.
2. Methods to File your QR:
2.1 All requests, complaints and claims must be reported to the commercial that assists them and/or to the email atencionalusuario@kamexinternational.com.co
2.2 Telephone communication:
Switch 5932525 Ext. 149 -157 / 3214689853
Monday to Friday 7:30 a.m. to 5:30 p.m.
2.3 Written communications must have an attachment, photographic and/or video evidence that supports the reason for the request.
2.4 You can also scan QR code (Located at receptions and points of sale).
To exercise the right of withdrawal that the Consumer Statute deals with, the user/client must make their request through the Website (location of the form) or by sending their request to the email: analista.servcliente@kamexinternational.com.co ., the user/customer must return the product in perfect condition within five (5) business days of receipt. This withdrawal will proceed as long as the product is unused, with all its accessories and original packaging in perfect condition, and in the case of some specific products, due to their nature, it will be a condition that they have not been opened and their packaging retains its original seal.
3. Of the Guarantees
3.1. LEGAL WARRANTY . It is the obligation to answer for the quality, suitability, safety and good condition and operation of the products.
All guarantees that apply within ENERGY SPORTS are due solely and exclusively to manufacturing defects, in this concept the following are excluded:
- Normal wear of the product due to its use.
- Signs of inappropriate or improper use or treatment.
- Damage caused by blows, falls.
Products that have been repaired by personnel other than ENERGY SPORTS.
Errors in prescriptions issued by health professionals who are not linked to ENERGY SPORTS.
The guarantee consists in the first instance of changing or repairing the defective part or parts, if it is not possible to repair the part, it will be exchanged for a similar one or one of equal value. If the total change of the product for another occurs, the guarantee term will begin to run again in its entirety from the moment of replacement.
3.2. Validity of the Guarantee : The guarantee period begins to apply from the date of issuance of the invoice. To request the guarantee of the purchased product, the user/client must make his request through the Website (location of the form) or by sending his request to the email: analista.servcliente@
3.3. Aspects Included in the Legal Guarantee.
The following obligations correspond to the legal guarantee:
3.3.1. As a rule, absolutely free repair of product defects, as well as its transportation, if necessary, and timely supply of spare parts. If the property cannot be repaired, it will be replaced or the money returned.
3.3.2. In the event of a repeat of the failure and taking into account the nature of the good and the characteristics of the defect, at the consumer's choice, a new repair will be carried out, the total or partial refund of the price paid or the partial or total exchange of the good for another of the same species, similar characteristics or technical specifications, which in no case may be less than those of the product that gave rise to the guarantee.
3.3.3. Provide instructions for the installation, maintenance and use of the products according to their nature.
3.3.4. Have technical assistance for the installation, maintenance of the products and their use, according to their nature. Technical assistance may have an additional cost to the price.
3.3.5. The material delivery of the product and, if applicable, the corresponding registration in a timely manner.
3.3.6. Have the availability of spare parts, supplies, and trained labor, even after the warranty expires, for the term established by the competent authority, and in the absence of this, the one announced by the producer.
3.3.7. The parts, supplies, accessories or components attached to the real estate that must be changed for guarantee effectiveness, may be of equal or better quality, however, not necessarily identical to those originally installed.
4. Proof of receipt and repair
When a product is delivered to make the guarantee effective, the guarantor or whoever performs the repair on his behalf must issue a receipt certificate in accordance with the rules provided for the provision of services that involve the delivery of a good, and will indicate the reasons for the claim.
When the product is repaired in compliance with a legal or supplementary guarantee, the guarantor or whoever performs the repair on his behalf will be obliged to provide the consumer with proof of repair indicating the following:
- Description of the repair carried out.
- Parts replaced or repaired.
- The date the consumer delivered the product, and
- The date of return of the product.
- If no exception was made at the time of delivery of the good, it will be understood that the consumer delivered it in good condition, except for the reason for which the guarantee was requested.
Regarding the guarantee of the product delivered in any of the modalities of the service, the provisions of the Policy of Changes or Returns will be observed.
5.1. Claim Requirements
The consumer must present it verbally or in writing, without prejudice to the provisions of article 58 of law 1480 of 2011.
Proof of purchase must be accredited, without prejudice to the provisions of article 27 of law 1480 of 2011.
The defect in the product must be indicated in a descriptive manner and returned to the store for analysis.
5.2. Process to request a guarantee:
5.2.1. It is important to take into account that the filing of the application does not imply the automatic granting of the guarantee; until the corresponding management is carried out.
5.2.2. Products that have been sent without prior filing of the request will not be received.
5.2.3. All guarantees are granted taking into account the guarantee times (section 3.6) and the following are excluded: Normal wear and tear of the product due to its use, signs of use or inadequate or improper treatment, damage caused by mishandling of the devices and/or garments , products that have been repaired by personnel outside Kamex International SAS and/or those authorized by the Company, errors in prescriptions issued by health professionals, when the products are not in adequate sanitary and hygienic conditions, they will not be received; when the product has been exposed to harmful elements such as acids, chemicals, fire or any other similar or equivalent, either accidentally or intentionally; when it exceeds the guarantee time granted by Kamex International SAS policies.
Once the warranty terms specified in this document have been fulfilled, claims or returns will NOT be accepted.
5.2.4. The guarantee consists in the first instance of changing or repairing the defective elements, if it is not possible to repair the elements, the exchange will be made for a similar product and/or of equal value. If the total change of the product for another occurs, the guarantee term will begin to run again in its entirety from the moment of replacement.
NOTE:
Merchandise shipments must be previously agreed with the commercial that assists you. (Shipping with cash on delivery is not accepted).
If the return is not accepted by the quality area, the customer must bear the costs of returning the shipment.
All products received after the allowed time will be returned to the customer and the additional shipping fee will be charged.
In case of applying the guarantee, the respective adjustments will be made and/or in the case in which it applies, the product will be changed for the same reference.
Kamex international SAS is not responsible for items lost or damaged during the transport of returns that are not processed by the company.
5.2.5. Validity of the Guarantee : The guarantee period begins to be counted from the delivery of the good, not from the issuance of the invoice.
5.2.5.1. Warranty time per product line:
|
Description |
Warranty |
|
soft line |
30 days |
|
Magnetic line |
60 days |
|
Energy Sports Line |
60 days |
|
Compression socks |
transitive (without being used) |
|
Mobility |
1 year |
|
compresses |
60 days |
|
gel-kam |
Change before being used |
|
Breast Prostheses |
60 days |
|
Pillows and Cushions |
30 days |
|
Saffi aesthetic girdles |
Change with labels, before being used. |
|
Control Underwear Saffi C |
Change with labels, before being used. |
|
Jackard (Sports Supports) |
30 days |
| Physiotherapy | 30 days |
|
Orthosis Warranty Time: |
|||
|
Description |
Warranty |
Useful life |
Maintenance |
|
Preventive |
|||
|
finger ring |
2 months |
3 months |
Does not apply |
|
Reciprocating device ARGO.K |
2 months |
1 year |
6 months |
|
Perthes apparatus |
2 months |
6 months |
3 months |
|
Antigenuvalgus articulated brace |
2 months |
3 months |
Does not apply |
|
articulated elbow brace |
2 months |
3 months |
Does not apply |
|
Sarmiento leg brace |
2 months |
5 months |
Does not apply |
|
Sarmiento type brace for femur |
2 months |
5 months |
Does not apply |
|
Sarmiento type brace for humerus |
2 months |
4 months |
Does not apply |
|
Leg rotation control corrector |
2 months |
6 months |
3 months |
|
TLSO Corset Adult |
2 months |
3 months |
Does not apply |
|
JEWETT-type corset |
2 months |
3 months |
Does not apply |
|
KNIGHT type corset |
2 months |
4 months |
Does not apply |
|
KNIGHT TAYLOR corset |
2 months |
4 months |
Does not apply |
|
MILWAUKEE type corset |
2 months |
4 months |
Does not apply |
|
MINERVA type corset |
2 months |
4 months |
Does not apply |
|
SOMMI-type corset |
2 months |
4 months |
Does not apply |
|
TAYLOR type corset |
2 months |
4 months |
Does not apply |
Note: The guarantee for Orthoses applies only for manufacturing defects.
|
Prosthesis Warranty Time: |
|||
|
Description |
kind of product |
Warranty |
Maintenance |
|
Preventive |
|||
|
Partial hand prosthesis including thumb |
upper limb prosthesis |
6 months |
3 months |
|
Partial prosthesis of hand and several fingers excluding thumb |
upper limb prosthesis |
6 months |
3 months |
|
Wrist disarticulation prosthesis |
upper limb prosthesis |
6 months |
3 months |
|
transradial prosthesis |
upper limb prosthesis |
6 months |
3 months |
|
disarticulated elbow prosthesis |
upper limb prosthesis |
6 months |
3 months |
|
transhumeral prosthesis |
upper limb prosthesis |
6 months |
3 months |
|
disarticulated shoulder prosthesis |
upper limb prosthesis |
6 months |
3 months |
|
Prosthesis for partial or total amputation of fingers. |
lower limb prosthesis |
6 months |
3 months |
|
transmetatarsal prosthesis |
lower limb prosthesis |
6 months |
3 months |
|
Chopart prosthesis |
lower limb prosthesis |
6 months |
3 months |
|
syme prosthesis |
lower limb prosthesis |
6 months |
3 months |
|
Transtibial prosthesis |
lower limb prosthesis |
6 months |
3 months |
|
disarticulated knee prosthesis |
lower limb prosthesis |
6 months |
3 months |
|
Transfemoral prosthesis |
lower limb prosthesis |
6 months |
3 months |
|
disarticulated hip prosthesis |
lower limb prosthesis |
6 months |
3 months |
All guarantees of the aforementioned products have a response time of a maximum of 15 business days for manufactured products and/or 30 and 60 days for products marketed from other brands or imported products.
NOTE: In the event that the deliveries are subject to a contract, the guarantee times contained therein will apply.
All guarantees of the aforementioned products have a response time of a maximum of 15 business days for manufactured products and/or 30 and 60 days for products marketed from other brands or imported products.
NOTE: In the event that the deliveries are subject to a contract, the guarantee times contained therein will apply.
6. Process to request a return
To exercise the right of withdrawal referred to in the Consumer Statute, the user/client must return the product in perfect condition within (5) business days following its receipt. This withdrawal will proceed as long as the product is unused, with all the accessories and original packaging in perfect condition, and in the case of some specific products, due to their nature, it will be a condition that they have not been opened and their packaging retains its original seal.
This procedure applies to cases in which the return of a product is required due to differences evidenced in: dispatched quantity, article reference, damaged packaging during transport and any anomaly detected at the time of receipt of the products.
In no case will returns be accepted due to low turnover of the product, due to poor storage or poor handling.
6.1. Returned product review procedure
Review and diagnosis of the product through the logistics area; who will validate the return and manage before the corresponding area determining if the product:
- is replaced
- It repairs itself
- Credit note is made
If a mistake is made by Kamex, the product will be replaced and a credit note will be made when applicable.
6.2. Request for missing merchandise . This procedure applies to the following cases:
6.2.1. Reception of incomplete order , that is, the items requested and that appear on the invoice were not received in their entirety.
6.2.2. Receipt of incorrect order or unsolicited item, that is, the items requested and that appear on the invoice do not correspond to those received.
6.2.3. The products that were received show missing components (such as missing accessories or parts).
When the shipment is made through a carrier, remember to verify the number of related boxes, before signing the receipt of the shipment (guide).
The deadline for notification of missing merchandise is 24 hours once it arrives at the customer's facilities, as recorded by the carrier.
6.3. Request for a product change .
6.3.1. To request a change for the product purchased by the user , the customer must make a request by email: atenciónalusuario@kamexinternational.com.co or through our website Kamexinternational.com.co in the contact us section.
6.3.2. For purchases through digital media and/or the end customer, a change of products will be made as long as the product is in good condition (original packaging, complete product and with label) and the change will only be made if the request is within 15 days following the purchase.
7. E-commerce retraction request
To return your order, keep in mind that the product must be new, unused, with all its original packaging, accessories, and labels attached to it; If you meet all the above requirements, follow these simple steps:
Inform us of receipt of the request for the reason for the return, not exceeding 5 business days after the delivery of your order. Bearing in mind that the sale of products and/or services through our site kamexinternational.com.co/ is considered by Colombian Law as a "distance sale", users will have the right to withdraw in the terms established in article 47 of Law 1480 of 2011. Therefore, the user will have a maximum term of five (5) business days, counted from the date of receipt of the product at the domicile address registered on the Website.
Return to this email send us 6 images where the entire product can be seen, evidencing its perfect condition.
Once the images are validated and the shipment of the merchandise is authorized, Kamex will generate the SERVIENTREGA transporter's guide, so that you can print and deliver it to any of the transporter's reception offices, a maximum of 2 calendar days after receiving the shipment. guide. You can find the different service points on the site www.servientrega.com/wps/portal/Colombia/contactanos/ubiquenos
7.1. For the carrier to receive the return you must take into account.
Attach the guide, the product must come duly packaged and identified with the addressee's data: Kamex International Variante Cajicá Carrera 8 E # 6-10, Customer Service Department and the sender's, in this case, yours (Name, Address, City and Phone).
Once the return of the product is received in our offices; Kamex Internacional will carry out quality control, verifying its quantity and status; In case of differences, you will be informed in a timely manner via email.
When the products meet the quality conditions and the refund of the money is authorized, the Customer Service Department will inform you so that you can send a bank certification of the account to which you want the value of the purchase to be transferred. The transfer will be made within 5 business days of receipt of the certification. One of our collaborators will contact you.
7.2. Products subject to import process.
In the event that the user/client buys a product subject to the import process, and its prescription is not available, the user/client will be notified of the news, as well as the extended import times. The user/client will have five (5) days to withdraw their purchase, in the event that Kamex International SAS does not receive any statement from the user/client, it will be understood that the latter accepts the new delivery and shipping terms of the product.
Products subject to import processes will not have changes and/or returns unless there is a quality and/or safety defect in the product.
8. Preventive maintenance
8.1. For orthotics and prostheses, it will apply to products made on measures that have a useful life greater than or equal to 6 months.
8.2. For high-cost mobility, it will apply 6 months after the product delivery date.
8.3. For its control and execution, the information of the delivered products will be recorded in a database, taking into account the delivery date, the schedule of the respective preventive maintenance will be generated (See database record).
8.4. Preventive Maintenance will be carried out in the city of origin where the patient was treated and the product delivered.
8.5. If the product requires any modification, it can only be carried out by the Kamex parent company, personnel authorized by the Company or, as the case may be, by the supplier.
8.6. In the case of prostheses, if the supplier's intervention is required, maintenance and delivery will be subject to its conditions.
8.7. Preventive maintenance is considered:
- Product Alignment
- Velcro check
- rivet verification
- Verification of finished
- hardware adjustments
When the product requires any change of its components, it must be authorized by the competent entity who will assume the entire cost, which will be considered as CORRECTIVE MAINTENANCE.
9. Exemption from liability for damages due to defective product
Only the following are admissible as grounds for exoneration of liability for damages due to defective products:
- Due to force majeure or fortuitous event;
- When the damages occur due to the sole fault of the affected party;
- By fact of a third party;
- When you have not put the product into circulation;
- When the defect is a direct consequence of the production, labeling or packaging of the product in accordance with existing mandatory standards, without the defect being able to be avoided by the producer without violating said standard;
- When at the time the product was put into circulation, the state of scientific and technical knowledge did not allow discovering the existence of the defect.