Refund policy

Avantia Metales S.A. de C.V.
Last updated: November 4, 2026

Almost everything we sell is built in our plant after you order it, so the rules depend on the type of product. This policy explains what you can return, the time limits, how to do it and when we refund your money. Every product page in the store says which type the product is.

1. Summary

Product type	If you change your mind	If it arrives damaged, defective or is not what you ordered
Resale, in stock: original parts from other brands (Eaton Crouse-Hinds, Killark) marked “In stock”	You can return it within 5 business days after delivery, unused and in its original packaging	We replace it or refund your money
Made to order: catalog sizes marked “Made to order”	You can cancel at no cost within 2 business days after your payment; if you chose delivery to your site, also within 2 business days after we send you the freight cost. After that, 70% of the price is no longer refundable (section 3). Once delivered, it cannot be returned, except for your rights in section 8	We repair it, replace it or refund your money
Custom: built from your quote and the drawing you approve	You can cancel, but the deposit is not refunded (section 4). Once delivered, it cannot be returned, except for your rights in section 8	We repair or replace it; if that is not possible, we refund your money

The freight for a return is on you, unless the part was damaged in freight we hired (section 5); you can also bring the part to our plant (section 6). If you buy as an end consumer, you also have the rights in section 8, which this policy does not limit. Business days are Monday to Friday, excluding official holidays.

2. Resale, in stock

Time limit: 5 business days from the day you receive the part or pick it up at our plant.
Condition: not installed or used, complete (with its accessories, hardware and instructions) and in its original packaging.
No fees: we do not charge return or restocking fees.
Return freight: it is on you; you can also drop the part off at our plant at no cost.
What we refund: the price you paid for the part. Freight is not refunded.

3. Made-to-order products

They come in catalog sizes, but we do not keep them in stock: we build them for you in 6 to 8 weeks.

Within 2 business days after your payment: you can cancel at no cost and we refund everything you paid.
After that: we start buying the material and building your part, which is made for your order. If you cancel before you receive it, 70% of the price is not refunded and we refund the rest.
Once delivered: it cannot be returned because you changed your mind. If it arrives with a defect or does not match what you bought, see section 5.

4. Custom products

They are built from your quote and the drawing you approve. Until you approve the drawing there is no payment and no commitment. To start building we ask for a 70% deposit when you approve the drawing, and the balance before we ship the part or hand it over at our plant.

If you cancel after paying the deposit: the deposit is not refunded, because we use it to buy the material and start building your part.
Once delivered: it cannot be returned because you changed your mind. If it has a defect or does not match the approved drawing, see section 5.

5. If your order arrives damaged, defective or is not what you ordered

Inspect the part when you receive it. If the box or the part is damaged, write it on the carrier's delivery receipt before signing and take photos.
Let us know as soon as you notice, preferably within 48 hours after delivery, so we can file a claim with the carrier. If you tell us later, we still review your case under the warranty: this notice does not shorten the time limits the law gives you.
If it was damaged in transit and we hired the freight: we repair it, replace it or refund what you paid, without charging you another freight. That freight is insured, and we file the claim with the carrier and the insurer. If you picked it up at our plant or sent your own carrier, the claim is with your carrier (see the Shipping policy).
If it has a defect or is not what you ordered: we repair it, replace it or refund what you paid. We handle it at our plant: the freight to bring us the part and to send it back to you is on you, or you can drop it off and pick it up yourself.
Defects that appear with use are covered by the warranty: 12 months on what we build and the manufacturer's warranty on resale parts (see the Terms of service, section 9).

6. How to request a return or a cancellation

Email contacto@avantiametales.com or WhatsApp +52 446 138 1801 with your order or reference number, the product, the reason and, if relevant, photos.
We reply with a return number and tell you how to send the part back: at our plant (Av. Fulton 18, Fracc. Valle de Oro, San Juan del Río, Querétaro, 76803, Mexico, Monday to Friday, 9:00 a.m. to 5:00 p.m.) or by parcel service or freight carrier, well packed.
When we receive it, we inspect it and confirm the refund, repair or replacement.

Please write to us before sending the part, so we can identify it when it arrives.

7. When and how we refund your money

Time: within 10 business days after we receive and inspect the returned part, or after we accept your cancellation.
Method: the same payment method you used. If you paid by card, your bank may take a few more days to show it. If you paid by bank transfer, we deposit it into the account the payment came from or another account you give us in writing.

8. Your rights as a consumer

If you buy as an end consumer (an individual, or a company buying the part for its own use and not to resell it or build it into a project for a third party), Mexico's Federal Consumer Protection Law (Ley Federal de Protección al Consumidor) gives you rights that cannot be waived and that this policy does not limit. Among them:

Revoke a purchase made outside our premises, such as in this online store, within 5 business days after you receive the product, without giving a reason. We refund what you paid; the freight and insurance for the return are on you (article 56).
Choose between a replacement or a refund of what you paid, plus a credit of at least 20% of the price, if the product does not match the quality or specifications under which we offered it (articles 92 and 92 Ter).
A warranty of at least 90 days from delivery (article 77).

If we cannot reach an agreement, you can contact Mexico's Federal Consumer Protection Agency (Profeco): Teléfono del Consumidor +52 55 5568 8722 and 800 468 8722 (toll free in Mexico).

9. Orders outside Mexico

Returns of orders shipped to the United States or Canada are agreed in your quote. The international freight, duties and customs procedures for the return are on you, and the return period runs from delivery, not from the purchase date.

This English version is a courtesy translation. If there is any difference, the Spanish version prevails.