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Return and Refund Policy

PGI Energy México (ES - Español)

Effective as of September 14, 2025 (last updated: September 17, 2025).

Return Window

The return window for defective or damaged products 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
  • Customer Service Hours: Monday to Friday, 9:00 AM – 7:00 PM (CDMX time).

2) Returns for Defective, Damaged, or Missing Items

If the item has a manufacturing defect, transport damage, or missing parts, you may request a refund or replacement within 30 calendar days from delivery.

Email [email protected] with your full name, order number, and photo/video evidence. PGI Energy will cover collection and refund costs in these cases.

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 and a shipping guide. Products must be returned complete and in good condition, in their original packaging and with all accessories.

Return shipping costs are borne by the customer in this case, except when the product shows manufacturing defects or transport damage.

4) Non-Returnable Items

For customization, hygiene, or usage reasons, returns are not accepted (except in case of defect or warranty) 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 shipping guide 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.

Return Options:
- By Carrier: We'll send you the shipping label.
- On-Site Address: Concepción Beistegui 103 Piso 6, Benito Juárez, CDMX 03100 México. 

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, but it 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 do not accept exchanges. For defective, damaged, or incomplete products, the return process above applies.

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.

In compliance with Mexican consumer protection law, online purchases may be revoked within 5 business days after delivery without penalty. For defective, damaged, or incomplete products, PGI Energy accepts returns within 30 days at no cost to the customer. Returns for reasons other than defects are not accepted. No exchanges available.