ORDER FORMALIZATION

Once the order is formalized, that is, with the acceptance of the Conditions of Use and the confirmation of the purchase process, THE COMPANY will always send an email to the CUSTOMER confirming the details of the purchase made.

CANCELLATION OF ORDERS

THE COMPANY will accept order cancellations when requested before it is sent. To make the cancellation you must request it through the form "Customer Service" or by sending an e-mail to info@soruka.com.

DEADLINES, PLACE OF DELIVERY AND LOSS

I. Product delivery

THE COMPANY undertakes to deliver the product in perfect condition to the address indicated by the Client in the order form, and which in any case must be within the Territory. In order to optimize delivery, we thank the Customer for indicating an address where the order can be delivered within normal business hours.

THE COMPANY will not be responsible for errors caused in delivery when the delivery address entered by the Customer in the order form does not conform to reality or has been omitted.

THE COMPANY informs the Client that it is possible that the same order is divided into several deliveries.

II. Delivery term

Shipments will be made through a courier company. The order placed by you will be delivered within a period indicated for each product. Although THE COMPANY's usual delivery time for products in stock is one week after payment has been made.

These deadlines are means, and therefore an estimate. Therefore, it is possible that they vary for logistical reasons or force majeure. In cases of delays in deliveries, THE COMPANY will inform its clients as soon as it becomes aware of them.

Each delivery is considered completed from the moment in which the transport company makes the product available to the Customer, which is materialized through the control system used by the transport company.

In the event of delays in the delivery of orders attributable to THE COMPANY, the Customer may cancel their order in accordance with the procedure described in Section "11. Return". Delays in delivery will not be considered those cases in which the order has been made available to the Customer by the transport company within the agreed period and could not be delivered for reasons attributable to the Customer.

Once the order leaves our warehouses, an e-mail will be sent notifying you that your order has been accepted and is being shipped.

For security reasons, THE COMPANY will not send any order to post office boxes or military bases, nor will it accept any order when it is not possible to identify the recipient of the order and its address.

III. Delivery Data, Deliveries not made and Loss

If at the time of delivery the Customer is absent, the carrier will leave a receipt indicating how to proceed to arrange a new delivery. THE COMPANY contracts, as part of the courier delivery service, to carry out a series of follow-up actions, aimed at guaranteeing that the delivery occurs.

If after 7 business days after the delivery of the order, the delivery has not been arranged, the Client must contact THE COMPANY. In the event that the Client does not proceed in this way, after 10 business days from the delivery of the order, it will be returned to our warehouses and the Client will be responsible for the shipping costs and return to origin of the merchandise, as well as possible associated management fees.

If the reason why the delivery could not be made is the loss of the package, our carrier will initiate an investigation. In these cases, the response times of our carriers usually oscillate between one and three weeks.

IV. Diligence in delivery

The Customer must check the good condition of the package before the carrier that, on behalf of THE COMPANY, delivers the requested product, indicating on the delivery note any anomaly that may be detected in the packaging. If, later, once the product has been reviewed, the Client detects any incident such as blow, breakage, signs of having been opened or any damage caused to it by the shipment, the Client undertakes to notify THE COMPANY via email within the shortest period of time. possible time, before the next 24 hours from delivery. From that moment on, incidents of this type will not be dealt with (only parts under warranty).

RETURN

I. Return procedure

All products purchased from THE COMPANY may be returned and refunded, provided that the Client communicates to THE COMPANY his intention to return the product (s) purchased within a maximum period of up to 24 hours from the date of delivery and that the rest of the conditions established in this section are met.

THE COMPANY will only accept returns that meet the following requirements:

The product must be in the same state in which it was delivered and must retain its original packaging and labeling.

The shipment must be made using the same box in which it was received to protect the product. In the event that it cannot be done with the box with which it was delivered, the Client must return it in a protective box so that the product reaches THE COMPANY's warehouse with the maximum possible guarantees.

A copy of the delivery note must be included in the package, where the returned products and the reason for the return are also marked.

In order to facilitate the return process for Clients and to be able to correctly monitor it, THE COMPANY establishes the sole return procedure established by THE COMPANY. If the reason for the return is attributable to THE COMPANY (the product is defective, it is not the one you had ordered, etc.), the amount of the return will be refunded, or replaced if the Customer wishes. If the reason is another (the products were served correctly but they are not to your liking), the cost of the return costs will be paid by the customer.

To proceed with a return, the following steps must be followed:

Inform within 7 calendar days of receipt that the product wants to be returned. The information can be made via email to info@soruka.com or through the customer service form. 

THE COMPANY will inform the customer of the address to which the product must be sent.

The customer must send it through a courier company of their choice. The return must be paid by the customer.

Inform the courier company used, date and time of the return.

 

II. Refunds to the CLIENT

Returning the products will result in a refund equal to the cost of the returned products less the cost of the return service.

Only in the event that the product delivered is defective or incorrect, THE COMPANY will also reimburse the Customer for the corresponding shipping costs.

Returns and partial cancellations will result in partial refunds.

THE COMPANY will manage the return order under the same system that was used for payment within a period of 3 days from the confirmation of arrival at the warehouse of the returned order. The application of the refund on the Customer's account or card will depend on the card and the issuing entity. The application period will be up to 7 days for debit cards and up to 30 days for credit cards.

WARRANTY OF THE PRODUCTS PURCHASED

THE COMPANY acts as a distributor of manufacturers who guarantee that the products that are presented for sale on b2b.soruka.com work correctly and do not present defects or hidden defects that may make them dangerous or unsuitable for normal use.

The contractual guarantee offered is the one usually granted by the manufacturer. Once the Customer has received the product, they will have the instructions provided by the manufacturer in its box, sufficient for the correct use and installation of the product and all the information about the guarantee. No Client may request a broader guarantee than that indicated there.

THE COMPANY will not be obliged to collect the defective product and the Customer must contact the Manufacturer's After-Sales Service. In this sense, THE COMPANY will carry out actions aimed at providing Customers who request it with the contact details of said service and will provide them with enough information to present the pertinent claims.

The warranty will lose its validity in the event of defects or deterioration caused by external factors, accidents, especially electrical accidents, wear, installation and use not in accordance with the manufacturer's instructions.

Products modified or repaired by the Customer or any other person not authorized by the Manufacturer are excluded from the guarantee. The guarantee will not be applicable to apparent defects and product conformity defects, for which any claim must be made by the Customer in question within 7 days of delivery of the products. The warranty will not cover products damaged by improper use.

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