Return and Refund Policy

PGI Energy México (ES - Español)

Effective as of September 14, 2025 (last updated: October 28, 2025). 

Return Window

The return window for defective, damaged, or non-defective (change-of-mind) items is 30 calendar days from the date of delivery.

1) Scope and Contact Information

• Applies to purchases made through www.pgienergy.mx with delivery within Mexico.
• Email: [email protected]
• Phone: +52 55 7328 4969 / 800 099 0309
• Customer Service Hours: Monday to Friday, 9:00 AM – 7:00 PM (CDMX time).

2) Returns (eligibility)

We accept returns within 30 calendar days from delivery for defective, damaged, or non-defective (change-of-mind) items, provided the product is returned new, unused, complete, in its original packaging and with all accessories.

Returns will not be accepted for items with customer-caused damage (misuse, installation, handling issues, impacts after delivery), signs of use, installed or modified items, missing accessories/serials, or items not resellable as new.

3) Right of Withdrawal – Mexico

In compliance with the Federal Consumer Protection Law, for online purchases you may withdraw from the contract without penalty within 5 business days after receiving the product or signing the contract (whichever occurs last).

To exercise this right, email [email protected] including your full name and order number. You will receive a Return Authorization Code (RMA) and a prepaid shipping label. Items must be returned complete and in good condition, in the original packaging and with all accessories.

For all returns (defective/damaged or non-defective/change-of-mind), PGI Energy provides a prepaid return label at no cost to the customer.

4) Non-Returnable Items

For customization, hygiene, or usage reasons, returns are not accepted (except in case of defect/warranty and provided that there is no customer damage) for:

• Photovoltaic cable cut to length or customized/special-order products.
• Opened consumables (fuses, connectors with broken seals, adhesives, etc.).
• Software/licenses.
• Installed or modified products that cannot be resold as new.

These exceptions do not limit your rights regarding warranty or manufacturing defects.

5) Return Procedure

1. Email [email protected] with your name, order number, and reason for return.
2. You will receive your Return Authorization Code (RMA) and a prepaid shipping label from our logistics partner.
3. Pack the product in its original packaging and place it inside a protective box.
4. Include all accessories, manuals, and promotional materials included with the order.
5. We do not apply any restocking fee.

Return Options:
- By Carrier: We’ll send you the label to download and print.
- On-Site (drop-off): Deliver (by appointment) at our offices in Mexico City: Concepción Beistegui 103, Floor 6, Benito Juárez, CDMX 03100, Mexico.

6) Refunds

• Refunds will be issued to the same payment method used for the original purchase.
• Processing time: up to 10 business days after our warehouse confirms receipt and inspection.
• If payment was made through installments or an external gateway, bank processing times may vary.

6.1) Refund Processing Time

Once the return has been approved and the product received in our warehouse, we will process the refund within a maximum of 10 business days. The time it takes for the amount to appear in your account may vary depending on your bank or the payment gateway used, and usually occurs within 5 to 30 calendar days.

• Refund method: the same payment method used in the original purchase will be applied.
• Installment payments (MSI): processing times may vary depending on your card issuer.
• Confirmation: you will receive an email notification once the refund has been processed.

7) Exchanges

We accept exchanges within 30 days under the same terms as returns: item must be new, complete, and unused. Exchanges are subject to availability and require an RMA.

8) Warranties

All products are covered by the manufacturer’s warranty. PGI Energy will assist in validation and warranty processing.

9) Logistics Exceptions

If your package arrives damaged or incomplete, report it within 48 hours of delivery with photographic evidence to activate the carrier’s coverage. 

10) Return Shipping Costs

Defective or damaged: return shipping is free; we provide a prepaid return label.
Non-defective (change of mind): accepted within 30 calendar days; we provide a prepaid return label at no cost.
Method: by mail with a download & print label, or office drop-off (by appointment).