SCOPE

This document applies to all customers of AUTOHEAVEN POWER SPORT LLC, identified with Identification Number: 92-096881 (hereinafter “AUTOHEAVEN” or the “Company”), who will purchase products and/or spare parts (hereinafter the “Products”) and who therefore need to understand the Company’s Shipping, Delivery, and Return Policy (hereinafter the “Policy”), which will be approved according to the policies and guidelines described herein.

PRELIMINARY INFORMATION:

The customer may cancel orders within two (2) hours of placing the purchase. The cancellation will be completely free, as long as the order has not been placed with the manufacturer. Otherwise, the purchase will be final, and the customer will not receive a refund unless the Product has a defect and/or manufacturing issue. Order cancellations must be processed via WhatsApp at +57 (317) 436 2863 or via email at autoheavencol@gmail.com.

Please note that the sales contract for the Products is finalized once the necessary validations are made and it will be considered complete only for the Products accepted in the quote, via WhatsApp.

Once the contract is finalized, the customer may not cancel the order or transaction, under penalty of breaching the contract, which could lead to legal actions by AUTOHEAVEN.

DEFINITIONS

• Policy: Guidelines provided by AUTOHEAVEN management for decision-making in each situation.
• Return: The process by which a customer who purchased Products from AUTOHEAVEN returns the items and receives a credit note in exchange.
• Wrong Order by the Customer: A situation where the customer makes a purchase and, after receiving the Product, realizes the order was incorrect, such as the wrong reference or incorrect quantity.
• Defective Products: Products and/or spare parts that, when new and recently purchased, present some type of defect or inoperability.
• Form: A document where the customer provides detailed information about the Product they wish to purchase according to their needs.

SHIPPING PRODUCTS FROM AUTOHEAVEN

Products will be shipped to the customer’s address or to the shipping address provided in the form.

The delivery of Products will be made within cities, regions, and/or areas in Colombia considered safe or main for transportation operations, at the discretion of the carrier. The delivery time will be as specified by AUTOHEAVEN, and the time will start once the order is approved by the supplier, provided the customer has paid the full price of the Product and there are no force majeure events.

The Product may be received and inspected by any adult person present at the delivery address, and this will be documented with the signature on the transport document.

If no one is available to receive the Product at the provided address, the carrier will make a maximum of one (1) delivery attempt. If the delivery attempt fails, the Products will be returned to AUTOHEAVEN’s facilities or another location designated by them, and the customer will be contacted to reschedule the delivery. If contact is unsuccessful, the customer must reach out to AUTOHEAVEN’s customer service to arrange re-shipping, which will incur an additional cost, payable by the customer.

SHIPPING FEES AND TAXES

The shipping cost for the Products will be determined by AUTOHEAVEN. The customer will be responsible for the sales tax and any other fees incurred for each accepted purchase offer. All taxes will be calculated when the customer makes the purchase, according to the form submitted.

PRODUCT RETURN POLICY

• The customer must request a return by completing the “Return Request Form” and attaching the scanned invoice. These documents should be sent to the commercial department via email at autoheavencol@gmail.com. The company will respond within three (3) business days upon receiving the completed form.
• In the case of a return request due to a “wrong order” by the customer, AUTOHEAVEN reserves the right to accept or reject the return of merchandise. The maximum time for AUTOHEAVEN to receive a return request is 5 calendar days from the date of delivery. No exceptions.
• In the case of a return request due to “defective products,” acceptance depends on the manufacturer’s approval. If the manufacturer rejects the request, the product warranty will apply according to their policies.

PRODUCT RETURN CONDITIONS

If the return is accepted:

• All Products must be returned in their original packaging, with all accessories, manuals, and documentation in the same condition as they were delivered by AUTOHEAVEN.
• The customer must send the Product and the completed return request form.
• The customer has three (3) business days to return the Product to AUTOHEAVEN’s warehouse at Diagonal 50 No. 32 -43 San Pio Itagüí – Antioquia.
• Shipping and import costs will be borne by the customer. If the return is not approved and the merchandise has already been shipped to AUTOHEAVEN, it will be returned to the customer using “freight collect” via the shipping company that has a current agreement with AUTOHEAVEN.
• Under no circumstances will a cash refund be issued. A credit note will be generated for the customer, which can be used to reduce their outstanding balance or serve as a deposit for a future purchase.

When the return request is due to a “wrong order” by the customer, the following Products will not be accepted for return:

• Products that were imported or ordered by the customer (i.e., not part of the stock at the time the order was placed).
• Products that show signs of handling (scratches, tool marks, etc.), damaged packaging, or missing accessories, including manuals and registration documentation.
• Products purchased on promotion.

Please note:

• If the newly purchased merchandise is damaged or incomplete, it must be reported within “three (3) days” after receipt and documented.
• To process the return, contact the commercial department, who will provide the necessary assistance at autoheavencol@gmail.com.
• All returned Products must be received according to the conditions set in this document.
• Packaging recommendations:
  • Wrap the equipment in plastic bags, paper, or a box to protect the original packaging.
  • Do not place stickers or tape on the original packaging.

Note: Given that the sale of the Product is completed with full payment and delivery, if the customer decides to cancel the purchase before delivery, the selling price paid will be refunded, minus the import, transportation, tax costs, processing fees (4% of the transaction value), and the quotation fee (U$ 25).