Version: 01 | FA: May 2025 | Status: Updated
Macroprocess: 3. Sales | Process: 3.1. Make Direct and Wholesale Sales to Customers
Thread: 3.1.7 Point of Sale Customer Exchanges and Returns
Prepared by: Pilar Operations Model | Approved by: Legal and Administrative Department
1. OBJECTIVE: To make known the rules and procedures that must be followed throughout the process of exchanges and returns at the counter (After-Sales Customer Service), in order to guarantee excellent Customer service and preserve the corporate image of Mundimotos.
2. KEY CONCEPTS:
• Client: Natural or legal person who purchases and/or requests information about the goods and services offered by Mundimotos.
• Sales Consultant: Person in charge of serving the Customer at the point of sale, providing information about the products and services available.
• Customer Service: Set of support actions provided to the Customer, before (pre-sale), during and after the purchase (post-sale), aimed at offering an excellent experience.
• Electronic Invoice: Digital document that records the sale of goods or services, in accordance with current regulations.
• Credit Sale: This is a sale with deferred payment over a period stipulated by the company. This method is made after the good or service has been received. (This sale is subject to verification and authorization by Mundimotos.)
• End-user customer: Generic identification used by Mundimotos by legal provision to invoice the product when the customer refuses to provide their personal information. It is generally invoiced with document number 22222222222.
• Return: Return of a product in perfect condition, unused, and in its original packaging suitable for resale. This implies a refund according to the conditions stipulated in this policy.
• Exchanges: Replacement of a product with another that is not defective in the original product, within the timeframe and conditions defined in this policy, provided that it is in perfect condition.
• Point of Sale Manager: Also known as Store Manager, Administrator, or Coordinator, this is the professional responsible for supervising the operational and commercial functioning of the point of sale.
• Credit balance: This is the amount recorded as available credit in the Customer's name in the Mundimotos system, resulting from a return or purchase cancellation. This balance can be used by the Customer for future purchases at physical points of sale, but is not refundable in cash in cases where the policy so establishes (for example, in sales with direct credit).
3. POLICIES:
CHARACTERISTICS:
3.1. Deadline for changes or returns: The maximum time to make a change is seven (7) calendar days from the invoice date.
3.2. Product Conditions: All products subject to return must be in good physical condition, i.e., free of scratches, modifications, and no signs of having been used or installed on a motorcycle. The product packaging must be original and in good condition, i.e., it may be opened, but not torn, damaged, or deteriorated in a way that could impair its resale value. The product must be physically delivered to a point of sale for quality assessment, and Mundimotos may take photographs as evidence of the item's condition.
3.3. Submission of Support: For exchange or return requests, the customer must present the original purchase invoice. If the customer did not provide their information at the time of purchase, they must provide the following information:
- Physical invoice or invoice number
- Purchase date
- Payment method (with support if possible)
- Identity document for validation
3.4. Cases in which refunds are permitted: Refunds will only be issued in the following cases:
- On the same day of purchase, if the product is not physically at the point of sale and the customer requests it, provided the conditions established in this policy are met.
- Within three (3) calendar days following the purchase, only if Mundimotos does not have inventory availability at any of its points of sale nationwide to satisfy the Client's technical needs.
In both cases, the request must meet the conditions established in this policy, and the product will be evaluated for quality before authorizing the return.
3.5. The refund procedure will be as follows:
- For amounts between $0 and $200,000, cash refunds can be issued at the point of sale. In this case, the customer must sign a receipt with their legible name, ID number, and phone number. This information must match the information provided on the invoice.
- For amounts over $200,000, refunds will be issued electronically. The customer must send a bank statement and a copy of their ID to the email address provided by Mundimotos. This information must correspond to the account holder and match the information provided on the invoice.
- In the event of applying and/or requesting a refund by transfer, the company has thirty (30) business days to make said payment. However, it may be made earlier depending on cash availability.
- If you purchased the product through direct credit with Mundimotos, no refund will be issued. This will remain as a credit balance and will be transferred to your account.
3.6. Purchases made with third-party credit: If you request an exchange or refund and the payment was made with third-party credit, such as ADDI, SISTECREDITO, ESMIOPCIÓN, ABACO, or SU+PAY, please keep in mind that the time periods stipulated in this policy also apply to these payment methods. Additionally, Mundimotos adheres to the Return Policy of these third parties:
- Credit Refund: If Mundimotos does not have the inventory available at the point of sale to satisfy the customer's technical needs, the invoice must be fully refunded and the customer's credit must be cancelled on the corresponding platform.
- For Exchanges: The invoiced amount must be equal to or greater than the approved credit. If it exceeds the amount, the Customer must pay the excess with another payment method. If the exchanged amount is less than the credit amount, the amount must be compensated with another product.
- PAYVÁLIDA-BANCOLOMBIA: Allows partial or total refunds and a balance is left in favor of the Client or crossed with another invoice if applicable.
3.8. Personal data protection: The personal data collected for the return process will be processed exclusively for the purposes of validation and execution of the process, in accordance with Law 1581 of 2012 and Mundimotos' personal data processing policy.
4. Request for exchange or return: If you wish to request an exchange or return, you can do so directly at our points of sale or by the following means:
Here“At Mundimotos we make it possible for you to keep riding, thus generating progress.”
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