Pigmentos Químicos

Pigmentos Químicos — Ecatepec de Morelos, Estado de México

Return Policy

Objective

To establish the guidelines for managing material returns due to nonconformity, manufacturing defects, or shipping errors, ensuring a swift and documented resolution for our customers.

Scope

This policy applies to all Pigmentos Químicos products: masterbatch, additives, and pigments for plastic resins available in our catalog.

Timeframe

The customer has 30 calendar days from the delivery date to file a claim. Requests outside this period will not be accepted.

Valid grounds for return

  • Product with a verifiable manufacturing defect (shade, uneven dispersion, contamination, or thermal stability).
  • Batch delivered that does not match the technical specifications in the purchase order.
  • Incorrect product code or quantity compared to the invoiced order.

Grounds that exclude a return

  • Opened product that has been used in more than one production run or not reported within the allowed timeframe.
  • Damage caused by improper handling or storage by the customer.
  • Broken or dirty packaging caused after delivery.
  • Custom color development orders, except for a verified defect.

Procedure

Step 1 — Notification

The customer contacts their sales representative within 30 days via:

The notification must include: order or invoice number, color, product code and quantity, batch number, description of the problem, and photos or videos as evidence.

Step 2 — Evaluation

The sales team forwards the request to warehouse and quality control. In cases of quality nonconformity, a physical sample or laboratory test may be required. Pigmentos Químicos responds within a maximum of 5 business days.

Step 3 — Resolution

If the return is approved, one of the following options is coordinated with the customer:

  • Replacement of the product to the correct specifications.
  • Credit note applicable to the next order.
  • Refund of the amount paid (subject to case evaluation).

Note: When the return is the customer's responsibility or request without a verified defect, shipping costs are borne by the customer.

Condition of returned material

Material must be returned:

  • In its original packaging, unopened or in the reported condition.
  • With proof of purchase or invoice number.
  • In proper storage condition (dry, free of external contamination).

Contact

Pigmentos Químicos

Miguel Hidalgo 131, Urbana Ixhuatepec, Ecatepec de Morelos, Estado de México

Phone: 55 5714 7272

Email: gventas@pigmentosquimicos.com

Website: www.pigmentosquimicos.com