Select the topic of interest:

1. Returns and Product Exchanges

2. Warranty Regulations

3. Warranty Redemption Procedures

4. Products with National Warranties

5. Warranties for "KIT ofertas" and "PC-OEM"

6. Warranty Seal for "KIT ofertas" and "PC-OEM"

Established Policy Statement:

Intcomex provides warranty within its facilities, therefore all costs associated with product transportation, insurance, and related expenses are the responsibility of the customer.

1.- Returns and Product Exchanges

Intcomex Chile will accept product returns ONLY in the case of an error during the sale.

Description error on the website

Incorrect information provided by the sales representative.

For this process, please contact soportecliente.cl@intcomex.com, providing the following details:

Invoice number

Product SKU

Brief description of the problem

A response will be provided within 48 business hours.

If a customer requests an exception for an exchange, the response time will be extended to 72 business hours.

To be eligible for a return, the product must maintain its original factory packaging and conditions, including manuals, accessories, and manufacturer seals, which must be intact and within 10 days of the invoice date. If the return request is approved, a 10% penalty will be applied to the total value of the product.

Any other situations not covered by the aforementioned cases, not meeting technical and/or commercial criteria, or exceeding the established deadlines will not be accepted by Intcomex Chile.

distributor, we want to be very clear on this point: as a company policy, Intcomex Chile does not accept product returns, except in the aforementioned cases and with the stipulated requirements. Each case will be carefully evaluated.

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2.- Warranty Regulations

The products, devices, parts, and components imported and distributed by Intcomex Chile are covered by the warranties provided by their respective manufacturers. Therefore, to initiate a warranty claim, Intcomex acts solely as an intermediary between the manufacturer and the distributor, following three basic criteria:

• Healthy understanding between Intcomex and its distributors.
• The rules, clauses, exclusions, and criteria set by the manufacturer to validate their product warranties.
• Current legal regulations.

Regarding hardware warranty, it solely covers component failure or manufacturing defects. Software warranty is provided by the respective manufacturers, according to their own warranty and licensing terms. The warranty period starts from the component's invoice date (unless otherwise specified by the brand), and the response time for a warranty claim is a maximum of 72 business hours from the product delivery to Intcomex.

Causes for warranty invalidation include:

• Removal or alteration of the product's printed serial number.
• Physically damaged parts or components.
• Deterioration due to exposure to oxidizing, corrosive, and/or conductive elements.
• Damage caused by abnormalities in the electrical supply connected to the equipment, such as inappropriate voltage, lack of proper grounding, power surge, electrical transients, among others.

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3.- Warranty Redemption Procedures

To efficiently process a warranty claim, it is required to report the product failure to the Post-Sales or Customer Support team. The report should include:

• Customer identification
• Purchase invoice of the product in question
• Product details (product type, code, and serial number)
• Delivery receipt

For external warranties issued by brands that provide return certificates:

• Technical report indicating the symptoms presented by the component and their frequency.
• Name of the responsible technician, if necessary, to supplement this information.

The last two points are not necessary for virtual products, only for physical ones.

Note:

Products that do not comply with the specified points, criteria, and procedures will not be accepted by the technical service. If a product has been sent via transportation, it will be returned without undergoing any technical inspection.

For PC-OEM and KIT offers, each component is covered individually under warranty. These products are not pre-configured and do not have seals to allow distributors to manage the necessary software and hardware changes. It is the responsibility of each distributor to determine the defective component for warranty purposes. The Technical Service is not responsible for the information contained in storage devices, so it is the customer's responsibility to appropriately back up this information.

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4.- Products with National Warranty

Intcomex Chile markets products from leading brands in the market that have authorized local service centers (CAS). Information about the address, name, and telephone number of CAS for all regions in Chile and all brands can be obtained by sending an email to soportecliente.cl@intcomex.com or by calling +56223637100. If any of these products have faults, the warranties must be directly processed by the customer at these authorized centers, adhering to their regulations, procedures, and response times.

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5.- Warranty for KIT offers and PC-OEM.

For these products, each component is covered individually under warranty. The warranty covers hardware, and it is the customer's responsibility to identify the defective component.

We provide customers with comprehensive PC assembly services, server assembly and configuration, memory upgrades, OS cloning, etc. These services are chargeable and can be quoted by our sales representatives. A comprehensive warranty is provided for a period of 90 days from the service invoice date. After this period, the warranty is covered by hardware, and it becomes the customer's responsibility to identify the defective component.

When sending a product for warranty, the accompanying accessories such as manuals, drivers, cables, among others, should be specified in the respective delivery receipt.

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6.- Warranty Seal for KIT offers and PC-OEM

Intcomex Chile emphasizes the importance of the security seal regarding the warranty for assembled kits and PCs. They will have a Warranty Seal, ensuring that if any faults occur with the equipment, maintaining the seal intact will preserve the Comprehensive Warranty [GI]. If a missing component is detected and the seal is broken, the claim will be rejected, and only the warranty for individual components will remain valid.

FREQUENTLY ASKED QUESTIONS:

Q: What happens if I want to install additional hardware without voiding the comprehensive warranty?

A: You can send an email to postventa.cl@intcomex.com indicating that the received components are correct, and they will proceed to add the additional hardware. This confirms that the items received are complete and function properly.

Q: How can I verify if all the components are included without opening the PC?

A: You can check this without opening the PC by reviewing the BIOS, properties in Windows, etc.

Q: What do I lose if the seal is broken?

A: If the seal is broken, you will be unable to claim any missing components in the PC. The Comprehensive Warranty will be invalidated, and only the individual component warranties will remain active.

Q: Can you provide replacement seals for those that were broken to add additional hardware?

A: No, it is not possible.

Q: Can I request PCs without the seal?

A: Yes, but it is the customer's responsibility if anything is missing inside the equipment.

Q: What does Comprehensive Warranty mean?

A: It means that if a failure occurs within 90 days of the purchase date, the PC can be taken to the Technical Service for diagnosis and repair. After this period, the warranty is covered only for individual components, i.e., parts and pieces.