Guarantee

GUARANTEE


POINT 1. WARRANTY TERMS

The products for sale on the website are covered by various types of commercial guarantees. The subscription by the customer of these commercial guarantees does not prevent the application of the legal guarantee of conformity under the following legal conditions for any material sold by Acexarme on the website.

The warranty covers manufacturing defects, but does not cover under any circumstances any deterioration or misuse.

POINT 2. DURATION OF WARRANTY 

All products sold in the Acexarme catalogue have a 2-year warranty in accordance with European legislation.

Furthermore, we remind you that the legal guarantee may not be applied or may be partially applied in some cases such as:

- Repair of damage resulting from a cause external to the device (for example, an accident, shock, current fluctuation, oxidation, presence of sand, etc.)
- The customer's liability resulting, for example, from use or installation not in accordance with the manufacturer's specifications
 - Use that is harmful to the conservation of the device
 - Any defect in conformity, known to the customer at the time of ordering.

If the detected anomaly is not covered by the warranty (manufacturer's conditions), the amount charged for the repair will be borne by the customer, if they choose to do so.

Warranty application periods (electrical equipment)

End Consumer: The warranty period for equipment is 24 months

Companies or professionals: The warranty period for equipment is 6 months in accordance with paragraph 2 of article 921 of the Civil Code.

The aforementioned warranty periods do not apply to consumables, components and accessories of the products, which will have the warranty referred to by their respective manufacturers.

CLARIFICATION:

The Consumer Protection Law – Law No. 24/96, of July 31 – defines consumer as anyone to whom goods or services are provided or transmitted any rights, intended for non-professional use. In other words, you do not obtain any financial advantage from purchasing or using the product or asset.

POINT 3. AFTER-SALES SERVICE PROTOCOL

3.1. Complaints

The end customer has 48 hours to report possible incidents upon receipt of the item purchased from Acexarme.

By applying the legal guarantee of conformity, Acexarme undertakes to deliver your order in accordance with the established sales contract and to correct any defects in conformity found at the time of delivery.

To be in accordance with the contract, the products must:

- Correspond to the description on the website when ordering
- Be recommended for the use for which products of the same type are normally intended or any other type of special use sought by the customer, having been informed by the Please contact me before your order is placed and it has been formally accepted.
- Present the usual quality and performance of a product of the same type expected by any consumer, taking into account the nature of the product and the characteristics described on the website.

3.2. What should you do when receiving an order?

All our items leave the warehouse with their packaging in perfect condition.

The first thing you should do is check whether the number of packages received matches those sent. 

Second, inspect each package externally very carefully and closely for any signs that it has been impacted or mishandled, such as bumps, dents, holes, boxes in poor condition, postage stamps, or any other sign that might lead you to suspect that the goods may be damaged. 

It is mandatory to leave a note and signature on the courier delivery note, whether on paper or digital support (PDA), "PACKAGE VISIBLY DETERIORATED" if these signs are present.

Failure to sign a package as “VISUALLY DETERIORATED” and subsequently presenting images that demonstrate that there was visible damage to it will be grounds for the occurrence to be automatically rejected.

POINT 4. WHAT TO DO IN THE EVENT OF AN INCIDENT WITH AN ORDER?

4.1. Reporting problems and/or incidents with an order

In the event of any anomaly with the order as described in point 3.1. the customer has 48 hours to report the incident by email to envios@acexarme.com in order to present in writing any anomalies or problems with the reception of the article:

  • Reason why you are reporting the incident;
  • Photos of the packaging or the problem with the item;
  • Order No.;
  • Other reasons related to delivery

4.2. Always wait for contact from Acexarme before taking any action.

After sending the incident report, you must wait for a response from Acexarme:

  • Indicating how to proceed in case of problems with delivery;
  • Responding to a potential problem with the article

Only after receiving an email response from Acexarme should you move on to the following points reported here.

POINT 5. HOW TO RETURN GOODS WITH MANUFACTURING DEFECTS?

The order must be prepared in perfect condition, and all defective products must be placed inside one or more cardboard boxes. Please note that the original boxes of the products themselves must arrive intact, without stickers or deterioration.

We would like to emphasize that it is very important that the packaging is reinforced with a cardboard box and that the product's packaging is returned intact.

POINT 6. IN WHICH CASES DOES ACEXARME NOT REFUND THE VALUE OF THE PRODUCT?

If the product shows clear signs of misuse and unjustified damage or if it arrives in poor condition. If the product is returned without packaging, with damaged packaging or with shipping labels that make the packaging unusable. If the product is returned with missing parts or accessories, or if the description of the incident is not true - the product will not be refunded.

POINT 7. WHAT HAPPENS IF THE CUSTOMER DOES NOT RECEIVE AN ORDER?

When an order is not collected by the recipient, it will be returned to our warehouse. Shipping the order and returning it to the warehouse will incur shipping costs, which must be paid by the customer who placed the order.

POINT 8. HOW LONG DOES THE WARRANTY LAST?

Our commitment to our customers is to offer the highest quality and the best guarantee. 

Any defect in conformity found within a period of 2 years from the delivery of your order is covered by this legal guarantee.

The warranty does not apply to problems resulting from causes external to the product (accident, shock, lightning, power outage, etc.), use or installation that does not comply with the manufacturer's specifications or use that is detrimental to the good conservation of the product. We therefore recommend that you consult the user manual supplied with the products and the exact conditions of the manufacturer's warranties.

In any case, Acexarme is not responsible for the manufacturer's failure to apply the warranty for the reasons described above.

8.1. WHAT IS NOT INCLUDED IN THE WARRANTY?

Defects caused by negligence, blows, misuse, tampering, incorrect voltage or installation, or natural wear and tear are not included. In the case of computer items, the warranty does not cover the removal of viruses, the restoration of software resulting from such removal, or the reinstallation of the hard drive after formatting.

8.2. THE WARRANTY WILL LOSE ITS VALUE

If any details or proof of purchase are modified, altered or replaced. If the identification number of the guaranteed product is tampered with or repaired without prior authorization from Acexarme.


Warranty Terms drawn up on 24th April 2025.