Warranty Policy

This policy explains how PRONETSYS S.A.S. handles the warranty for the technology equipment, components, licenses and services it sells and provides: what it covers, how long it lasts, how to request it, which costs each party bears and within what time frames you will receive a response.

It is applied in accordance with Law 1480 of 2011 (Consumer Protection Statute) and its implementing regulations. No condition in this document limits or disregards the rights that the law grants you as a consumer; should any condition be contrary to the law, the law shall prevail.

1. Purpose and scope

This policy applies to the products sold and the services provided by PRONETSYS S.A.S. (hereinafter, “Pronetsys”), identified with NIT 901.386.859-4, domiciled in Medellín, Antioquia, Colombia, both in distance sales (telephone, WhatsApp, email or website) and in sales concluded during a technical visit to the customer's premises, with local or national deliveries. Pronetsys does not have an establishment or in-person service point open to the public: its customer service is virtual and, when the case requires it, its technicians visit customers' premises in the Aburrá Valley (Medellín metropolitan area).

2. Legal framework

3. Definitions

Legal warranty

Temporary, joint and several obligation of the producer and the supplier to answer for the quality, suitability, safety and good condition and operation of the products, under the terms of Law 1480 of 2011.

Manufacturer's warranty

Warranty conditions that the manufacturer or importer establishes for its product on the body of the product, an attached sticker, the instruction manual, the packaging or a similar document, and that are handled through its authorized service centers.

Diagnosis

Technical inspection that determines the origin of the failure and whether it is covered by the warranty.

Technical service

Repair, at the customer's expense, of equipment whose damage is not covered or whose warranty has expired.

Business days

Monday through Friday, excluding public holidays in Colombia.

4. Warranty periods

The warranty period is counted from the delivery of the product to the customer.

4.1 Direct handling during the first eight (8) days

If new equipment has a covered failure within the first eight (8) days following its purchase, Pronetsys handles the warranty directly and bears the outbound and return freight costs, under the terms of section 9.

4.2 Warranty through the manufacturer

After the first eight (8) days, you may go directly to the warranty department or the authorized service center of the manufacturing brand, or submit your request to Pronetsys, which will process it with the manufacturer. In either case, Pronetsys remains responsible for the legal warranty.

• The requirements for enforcing the manufacturer's warranty are those established by the manufacturer on the body of the product, an attached sticker, the instruction manual, the packaging or a similar document.
• Keep the original packaging and the purchase invoice, as the manufacturer may request them.
• The equipment warranty does not cover associated electrical items, such as connectors and surge protectors.

4.3 Used equipment

Pronetsys grants a six (6) month warranty on used equipment, above the legal minimum of three (3) months. Used equipment may show scratches, dents, screen blemishes or other cosmetic signs typical of use, which do not constitute a failure.

The following items are excluded from the six (6) month warranty, a condition that is disclosed and accepted in writing at the time of purchase (without that acceptance, the three (3) month legal warranty applies):

• DVD drives.
• Mice and keyboards.
• Connection cables.
• Hard drives that have exceeded 50% of their useful life.
• Batteries, which have the special warranty described below.

4.4 Software and licenses

The operation, updates and warranty of software are governed by the license terms of its manufacturer or rights holder. Pronetsys handles claims related to the delivery and activation of the licenses it sells. Failures caused by viruses or by software misconfiguration are not covered by the equipment warranty.

5. What the warranty covers

The warranty covers defects in materials and workmanship and failures that affect the quality, suitability, safety or proper operation of the product, provided that they arise within the warranty period and are not due to any of the causes in section 6. In accordance with Article 11 of Law 1480 of 2011, the warranty includes:

• The completely free repair of defects, including the timely supply of the necessary spare parts.
• If the failure recurs, at your choice, a new repair, a full or partial refund of the price paid or the exchange of the product for another of the same kind and with equal or superior characteristics or technical specifications.
• If the product cannot be repaired, its replacement or a refund.
• Instructions for the installation, maintenance and use of the product.
• The issuance of a proof of receipt when you deliver the product for warranty service and, once repaired, of a repair record describing the repair, the parts replaced and the dates of delivery and return.

6. Exclusions

The warranty does not apply when the damage or failure originates from any of the following causes:

6.1 Use, handling and transportation

• Mishandling, abuse, impacts or improper transportation.
• Use, care or operation of the product that does not conform to the instructions in the operating manual.
• Use of the product beyond its capacity.
• Use of incompatible accessories.
• Any other failure attributable to the customer.

6.2 Electrical and environmental causes

• High voltage or electrical problems at the customer's facilities.
• Presence of liquids or corrosive substances, moisture, dust, rust or sand.
• Presence of insects or rodents.

6.3 Alterations and tampering

• Product disassembled, modified or repaired by unauthorized persons.
• Alterations to the original product, such as adaptations or modifications, tampering with the security seals or removal of the serial number.
• Broken casing.
• Deficient installations or configurations.

6.4 Software, wear and other factors

• Viruses or software misconfiguration.
• Normal wear and tear of parts from use.
• Any other external factor beyond the control of Pronetsys, including force majeure, fortuitous events and acts of third parties, under the terms of Article 16 of Law 1480 of 2011.

7. Inspecting the product upon receipt

• Deliveries during a technical visit. The technician will demonstrate the proper operation of the equipment at the time of delivery.
• Deliveries by carrier or home delivery. Check the operation, the physical condition and that the order is complete, and notify us of any issue within three (3) days following receipt. After that period, the product will be deemed to have been received complete and in good physical condition, without prejudice to the legal warranty for operating failures that arise during its term.

7.1 Damage during transportation

Pronetsys ensures that its shipments are securely packaged. When you receive the package, check its physical condition in the presence of the carrier's staff. If you notice physical damage, record it on the waybill and file the claim with the carrier, which is responsible for responding in accordance with its policies. This process is separate from the Pronetsys warranty process; please notify us of the issue as well.

8. Claim procedure

1. Report the failure. Write to us via WhatsApp or at contactenos@pronetsys.com.co with the invoice number (or the purchase date) and the reason for the warranty claim.
2. Wait for authorization. The warranty technician will tell you how and where to deliver the equipment.
3. Deliver the equipment. By carrier, to the receiving address indicated by the warranty technician upon approving the claim, sharing the waybill with the technician, or to the technician who picks it up during a coordinated visit in the Aburrá Valley. Include the accessories related to the failure.
4. Receive the proof of receipt. Upon receiving the equipment, we hand you or send you by email or WhatsApp a copy of the proof of receipt; another copy remains in the technician's custody.
5. Diagnosis. The technical team inspects the product (three (3) to five (5) business days from its receipt) and contacts you.
6. Decision. We inform you in writing, with its justification, whether the warranty applies, within the time frames in section 10.
7. Resolution. Repair, carried out by the technical team or by the manufacturer's authorized service center, exchange or refund (section 11) or, if the warranty does not apply, technical service options (section 12).
8. Return of the equipment. During a coordinated technical visit or by carrier, with the repair record and the tracking waybill.

8.1 Receiving hours and location

Receipt, pickup and delivery of equipment under warranty, subject to prior coordination with the technician: Monday to Friday · 8:00 a.m. – 3:00 p.m.

Under Article 2.2.2.32.2.1 of Decree 1074 of 2015, you may make the product available at the place where it was delivered to you or at the service points provided for that purpose, at your choice. Since Pronetsys does not have an in-person service point open to the public, the equipment is received during a coordinated technical visit in the Aburrá Valley or by carrier, at the receiving address indicated by the warranty technician upon approving the claim. We ask that you coordinate the delivery with the warranty technician.

9. Transportation costs

• These rules apply to both local and national purchases.
• If the product is located somewhere other than where the purchase or delivery took place, the additional transportation costs for enforcing the warranty are borne by the customer.
• Shipping to the receiving address indicated by the warranty technician may take between one (1) and three (3) business days, and return shipping between one (1) and five (5) business days, depending on the carrier and the customer's location.

10. Response times

Carrier shipping times are not included in these time frames, which are counted from receipt of the equipment or from receipt of the claim, as applicable.

11. Repair, exchange or refund

As a general rule, the warranty is fulfilled through the free repair of the product. If, after the warranty process, it is determined that the equipment cannot be repaired, or if the failure recurs, the Pronetsys quality department will contact you to review the options:

• Exchange for equipment with the same or similar characteristics, which in no case may be inferior to those of the original product.
• Refund, calculated on the sale price, upon prior delivery of the product free of liens.

We will keep a written record of the option you choose. If you choose an exchange and no identical products or products with similar characteristics are available, a refund will be made. You have fifteen (15) business days, from when you are informed of the decision, to make the product available. If the refund is made by bank transfer or deposit, you must provide us with the account details.

12. Products not covered and custody of equipment

• If the equipment is checked in for inspection and the damage is not covered by the warranty, the diagnosis will be charged and the case will be treated as technical service. The repair will only be carried out if you approve the quote.
• Once the warranty period has expired, the customer bears the cost of any inspection, diagnosis, repair or spare part that the product requires.
• In technical service cases, freight or delivery charges are borne by the customer, for both local and national purchases.

13. Warranty on services

Services are covered by a warranty on the quality of their provision. For services involving an obligation of means, such as technical support, the warranty refers to the quality with which the service is provided and not to a specific result (Article 7 of Law 1480 of 2011).

If a service is not provided under the quality conditions offered, you may choose between having it performed again or a refund of the amount paid, and we will keep a written record of your choice (Article 2.2.2.32.4.1 of Decree 1074 of 2015). If the service involves the delivery of a product and that product is affected, it will be repaired or, if that is not possible, replaced with an equivalent one or its value will be paid.

The warranty period for each service is the one indicated in the proposal, service order or contract; in the absence of such indication, the legal period applies.

14. Right of withdrawal

If you purchased a product or contracted a service at a distance (telephone, WhatsApp, email or website), through non-traditional methods or with financing from Pronetsys, you may exercise the right of withdrawal under Article 47 of Law 1480 of 2011.

• Time limit: five (5) business days from delivery of the product or, for services, from the execution of the contract.
• How to exercise it: notify us within that time limit via WhatsApp or at contactenos@pronetsys.com.co, with the invoice number.
• Return of the product: through the same means and under the same conditions in which you received it; the transportation and other costs of the return are borne by you.
• Reimbursement: the full amount paid, without deductions or withholdings, no later than fifteen (15) calendar days following the exercise of the withdrawal, through the payment method used or the one we agree upon.

14.1 Cases in which withdrawal does not apply

In accordance with Article 47 of Law 1480 of 2011, withdrawal does not apply, among other cases, to:

• Services whose provision has begun with your consent, such as a support session already started.
• Goods made to your specifications or clearly personalized, such as custom-configured equipment or custom software development.
• Goods that, by their nature, cannot be returned, such as digital licenses already delivered and activated.
• Goods whose price is subject to fluctuations in the financial market that Pronetsys cannot control.
• Goods for personal use.

15. Contact and other avenues

To request a warranty, exercise the right of withdrawal or submit a petition, complaint or claim, contact us through the virtual channels listed below. The address for notices is used for correspondence and legal purposes; no in-person service to the public is provided there.

You can also write to us from our contact page. If you do not receive a response within the legal time limits or are not satisfied with the solution, you may turn to the Superintendence of Industry and Commerce (SIC) or the competent judge, in accordance with Article 58 of Law 1480 of 2011.

The personal data you provide to us while processing a warranty will be processed in accordance with our Personal Data Processing Policy.