Return and Warranty Policy

Last updated: February 2026

At CAS (Consultoría Avanzada en TI, S.A. de C.V.) we are committed to offering the highest quality products and services. This warranty policy explains our conditions for returns, manufacturer warranties, refunds, and delivery times.

1. General Return Policy

1.1 Electronic and Technology Equipment:

Due to the specialized nature of our enterprise products (firewalls, point of sale equipment, network equipment) and the policies established by authorized manufacturers and distributors:

We DO NOT accept returns due to change of mind, buyer’s remorse, or technical incompatibility not previously consulted.

1.2 Exceptions:

We only accept returns in the following cases:

  • Shipping error: If you received a different product than ordered
  • Damage in transit: If the product arrived physically damaged due to shipping
  • Obvious factory defect: If the product has a factory defect from the moment of receipt

1.3 Timeframe to report problems:

Any problem with shipping or physical damage must be reported within 48 hours after receiving the product, including:

  • Clear photographs of the product and packaging
  • Order number
  • Detailed description of the problem

Contact: info@cas.mx

2. Manufacturer Warranties

2.1 Coverage:

All our equipment includes the official manufacturer’s warranty, which may vary depending on the product:

  • Standard warranty: 1 year
  • Extended warranty: Available depending on manufacturer (2-5 years)
  • Specific coverage: Check specifications for each product

2.2 What the manufacturer’s warranty covers:

  • Manufacturing defects
  • Component failures from normal use
  • Malfunction not caused by the user

2.3 What the warranty does NOT cover:

  • Damage from misuse, negligence, or accidents
  • Damage from liquids or inadequate environmental conditions
  • Products with broken or altered warranty seals
  • Unauthorized modifications to the equipment
  • Cosmetic damage that does not affect functionality
  • Normal wear and tear from use

2.4 Warranty process:

  1. Contact CAS by email: info@cas.mx
  2. Provide: order number, problem description, photographs (if applicable)
  3. Our technical team will evaluate the case
  4. The process will be coordinated as determined by the manufacturer:
    • Remote support (if possible)
    • Equipment shipment for inspection
    • Equipment replacement (if applicable)

2.5 Response time:

  • Initial evaluation: 24-48 business hours
  • Complete resolution: Variable depending on manufacturer (5-20 business days)

3. Services and Support Agreements

3.1 Service refunds:

For technical support agreements and services contracted by the hour:

We DO offer refunds for unused hours under the following conditions:

  • The hours have NOT been used
  • There is NO pending or in-progress work
  • The refund request is made in writing to: info@cas.mx
  • The proportional amount for unused hours will be applied

3.2 NOT refundable:

  • Hours already consumed or invoiced
  • Services in the process of execution
  • Projects with completed partial deliverables

3.3 Refund timeframe:

Approved refunds will be processed within 10-15 business days via bank transfer to the account provided by the customer.

4. Return Process (Authorized Cases)

If your case qualifies for return according to Section 1.2:

  1. Prior authorization: You must obtain a return authorization number (RMA) by contacting info@cas.mx
  2. Packaging: The product must be returned in its original packaging, with all accessories, manuals, and documentation
  3. Shipping: Return shipping cost will be covered by CAS if the problem is our responsibility
  4. Inspection: Once received, we will inspect the product (2-3 business days)
  5. Resolution:
    • Replacement with identical product
    • Full refund (if no replacement is available)

5. Delivery Times

Delivery times vary depending on the type of product or service purchased:

5.1 Enterprise Equipment and Hardware:

Because we work with specialized enterprise-level equipment that may require importation, custom configuration, or special ordering from manufacturers:

  • Minimum delivery time: 7 business days (in-stock equipment)
  • Maximum delivery time: Up to 6 weeks (specialized or custom-order equipment)
  • Specific delivery time will be confirmed at the time of quote or purchase

5.2 Software Licenses:

  • Immediate to 24 hours delivery: For licenses available in digital inventory
  • Up to 7 business days: For licenses requiring special processing with manufacturers

5.3 Technical Support Services:

Service response times vary depending on urgency level and service type:

  • Urgent service: 2-4 hours (subject to availability)
  • Standard service: 8-24 business hours
  • Scheduled projects: According to contractual agreement

5.4 Coverage areas:

  • Monterrey and metropolitan area: Standard delivery times apply
  • Rest of Mexico: Delivery times may extend 2 to 5 additional business days depending on location
  • All deliveries require signature upon receipt

5.5 Shipping notifications:

Once your order is processed, you will receive:

  • Shipping confirmation via email
  • Tracking number (when applicable)
  • Specific estimated delivery time for your order

5.6 Delivery delays:

In case of delays due to causes beyond our control (customs, manufacturers, extreme weather conditions), we commit to:

  • Proactively notify the customer
  • Provide new estimated delivery time
  • Offer alternatives when possible

For inquiries about your order status: info@cas.mx or +52 (81) 1174-5075

6. Refunds

6.1 Refund methods:

  • Bank transfer (SPEI)
  • Refund to PayPal account
  • Store credit (if the customer prefers)

6.2 Timeframe:

Authorized refunds will be processed within 10-15 business days from receipt and approval of the return.

6.3 Non-refundable costs:

  • Original shipping cost (except in cases of CAS error)
  • Installation or configuration costs

7. Pre-Purchase Technical Consultation

To avoid compatibility issues or product dissatisfaction, we strongly recommend contacting our technical team before making a purchase:

  • Email: info@cas.mx
  • Phone: +52 (81) 1174-5075

Our team can help you:

  • Verify technical compatibility
  • Select the right equipment for your needs
  • Answer questions about specifications
  • Recommend alternatives based on your infrastructure
  • Provide specific estimated delivery time for your order

8. Legal Compliance

This policy complies with:

  • Federal Consumer Protection Law (Mexico)
  • PROFECO regulations
  • Authorized manufacturer policies

9. Contact

For any questions about returns, warranties, refunds, or delivery times:

  • Email: info@cas.mx
  • Phone: +52 (81) 1174-5075
  • Business hours: Monday to Friday, 9:00 AM – 6:00 PM (Central Time)

Last update date: February 2026