To ensure customer satisfaction and maintain the quality standards of our materials, the following returns and exchanges policy is established, subject to the conditions described below:
- Acceptance period: exchanges and/or returns will only be accepted within 10 days of purchase. The material must be in optimal condition for resale.
- Request procedure: every request must be submitted in writing to info@chpanama.com, including the order number, the customer’s full name, a contact phone number and photographs of the material’s condition.
- Logistics and costs: costs associated with voluntary returns or exchanges are borne entirely by the customer. Delivery must be made to the warehouses located in Zona Uno or Parque Industrial Las Américas.
- Administrative penalty: a 5% penalty on the amount paid will apply. The refund will be issued within 15 business days.
- Non-returnable items: samples, clearance items, remnants, special offers and custom orders are not eligible for return.
- Aesthetic claims: any claim regarding tone (color) or visual defect (glaze) must be made before installing the product.
- Installation responsibility: the company is not responsible for defects resulting from improper installation.
- Return of surplus: only products in good condition, with sealed original packaging and in stock (not custom).
- Special orders: material paid for as a special factory order is not eligible for return or exchange.
- Credit note validity: issued credit notes are valid for 12 months.
- Preventive care: we recommend avoiding storing materials in humid spaces for prolonged periods.