Warranty Policy

WARRANTY POLICY
The warranty period for products purchased through our website, covering defects in quality, fitness, and safety, is 24 months, counted from the day following the product’s delivery date to the customer. DEXOR LLC will process the corresponding repair, replacement, or refund, when applicable, during the warranty period for products that present defects in quality, fitness, or safety under normal use and in accordance with the instructions in the use and maintenance manual.

The time frame for resolving a product defect by DEXOR LLC is 30 business days, counted from the day following the date on which the customer delivers the product to DEXOR LLC for repair. All costs associated with the repair will be covered by DEXOR LLC.
Approval or denial of a warranty claim is subject to a prior technical evaluation by the department in charge at DEXOR LLC.

CASES THAT EXCLUDE THE WARRANTY:

  1. The warranty period has expired and/or the 24-month period from the date of product delivery has elapsed.

  2. Improper use and/or failure to follow the instructions indicated in the product’s use and maintenance manual.

  3. Damage caused by incorrect installation.

  4. Evidence of misuse, intervention, disassembly, or alteration not authorized by DEXOR LLC.

  5. Improper washing or cleaning that damages the product.

  6. Natural wear or deterioration due to normal use over time.

  7. Damage resulting from exposure to improper or aggressive environments, such as excessive humidity, heat, coastal salinity, or chemical compounds.

  8. Repairs performed at service centers NOT authorized by DEXOR LLC.

  9. Force majeure or unforeseeable events.

GENERAL RECOMMENDATIONS

To process a warranty claim, the customer must contact us via WhatsApp at 3053789020, by email at marketing@dexoringrill.com, or by visiting this website, clicking the “PQR” link, and completing the PQR form. The customer must describe the issue encountered with the product and provide supporting photographs and information that allow for a quick and accurate diagnosis of the defect. Once this initial diagnosis is completed, DEXOR LLC will contact the customer by email or phone to indicate how the claim will be handled.

If the issue is not technical or related to assembly and can be resolved immediately, DEXOR LLC will contact the customer to resolve the matter. If it is necessary to ship the product, the shipping cost will be covered by DEXOR LLC.

Any warranty claim must be reviewed by the department in charge, which will determine whether the claim is valid after analyzing the product subject to the claim. In accordance with the law, we have a period of 15 business days to respond to the claim, and if it is deemed valid, the warranty will be fulfilled through repair. The repaired product (or the replacement product, when applicable) will be delivered to the same location where the legal warranty was requested.

As required by law and as support for the process carried out, the warranty diagnosis—whether accepted or rejected—will be notified through the channel indicated by the customer (email, WhatsApp number, or website). If the product does not meet the conditions for warranty approval, we will inform the customer of the reason for the denial, and the product will be returned to the customer. In such case, the customer must cover the transportation costs.

EXCHANGE POLICY

Due to the nature of the products marketed by DEXOR LLC, the company does not offer customers the option to exchange or return products once they have been purchased.