RETURN AND CANCELLATION POLICY

Return Policy

Return policies are applicable to all shipments within Mexico. These policies are subject to change without prior notice. Tanner Máquinas y Herramientas S.A. de C.V. will make returns when each and every one of the conditions established in this policy are met.

Return

Customer return

The customer may request to return a product previously purchased in https://www.tannerherramientas.com, provided that it is in its original packaging and is closed, the contents are complete and in perfect condition for sale again, it must have packaging, manuals and accessories that must correspond to the original order, and the seals must not have been violated: If the product is part of a package that includes a gift supplement, it must be returned in the same condition in which it was received in its original packaging. There are no returns on special or made-to-order products for any reason. 

  • For major equipment such as CNC machines, conventional and complementary equipment, no refunds of any kind apply, and warranty is only applicable to the one issued directly by the manufacturer.

  • All expenses generated by shipping logistics are non-refundable.

  • Maximum time limit to receive a product return is 5 business days from the date of order receipt.

  • All returns are subject to an administrative charge according to the following criteria:

    • 20% of the order total value in returns, if return is requested by credit note the 20% charge does not apply.

  • Return does not apply if the product presents any of the following cases:

    • The product received was not new.

    • The packaging or equipment box has non-original labels or the factory seals are violated.

    • The box is scratched, dented, dirty, wet or otherwise mistreated.

    • Packaging or box is not original or is open.

    • Product has been ordered upon request.

    • Product is obsolete or out of line.

    • Product specifies that no returns or cancellations are accepted.

    • The product was sold at auction.

To request a refund it is important to

Contact customer service via webstore@tannerherramientas.com  or by phone (614) 414 2223 ext. 1138 and request a return request form to be filled out by the applicant, accompanied by pictures of the product condition and reference to the corresponding invoice or order number..

Before you contact us, please have the following information ready:

  • Order number.

  • Product model.

  • Explain the return reasons.

Your request will be processed and evaluated the same day as long as it is received within the following hours:

Monday to Friday from 8 a.m. to 5 p.m. Pacific Time: UTC-7 (UTC-6 in summer)

When return is authorized

You will be sent by e-mail the instructions to be followed to return the product, including the authorization number (which is valid for 5 calendar days from the date of issue) and the address to which it should be sent.

Once the product is received

If it fulfills the return conditions, a Credit Note will be issued for the amount paid for the product at the time of placing your order. You can use the credit note to make another purchase or get a refund of your payment which will apply a discount of 20% of the total refund for administrative expenses.

If you wish to use the credit note for another purchase, you must request it by e-mail to  webstore@tannerherramientas.com  to be applied to a new order.

If you wish to request a refund of your payment, please send your request to the following e-mail address  webstore@tannerherramientas.com  to send you by e-mail the corresponding instructions, where you will be asked for your bank account information in case your payment has been made by deposit or bank transfer. This process may take up to 30 business days from the receipt of your bank information.

If your payment was made by credit or debit card, the refund or cancellation charge will be made to the same credit or debit card with which the payment was made. This process may take up to 15 business days depending on the card issuing banks policies.

If it doesn't fulfill the return conditions, you will be notified by e-mail and you will have to pay the cost of the return freight.

Important:

It is likely that during the return process you will be asked for additional information such as pictures of the product.

If the return is authorized by the solutions area, you must send the product properly packaged and adequately protected against impacts, humidity, excessive heat, etc., freight prepaid to the address indicated by the solutions area.

Insurance during shipment, taxes, legal, ecological, accidents, security, theft, loss or any other aspect or procedure for the return are at your expense and responsibility

No returns of any kind will be accepted after 5 business days.

Return due to error in the product shipped

If for any reason you received a different product than the one purchased, Tanner Máquinas y Herramientas S.A. de C.V. will pick up the product and send you the requested one at no extra charge, except for products that are not in stock and in these cases Tanner Máquinas y Herramientas S.A. de C.V. will issue a credit note for the amount paid and the shipping costs in effect at the time of placing your order and you may apply your credit note or request a refund of your payment.

If you wish to use the credit note for another purchase, you must request it to the sales area by e-mail to  webstore@tannerherramientas.com or with the Sales Executive who is attending you at that moment so that it can be applied to your order.

If you wish to use the Credit Note for your payment refund, you must request it by e-mail  webstore@tannerherramientas.com  to send you by e-mail the corresponding instructions, where you will be asked for your bank account information in case your payment has been made by deposit or bank transfer. This process may take up to 30 business days from the receipt of your bank information.

If your payment was made by credit or debit card, the refund or cancellation charge will be made to the same credit or debit card with which the payment was made. This process may take up to 15 business days depending on the card issuing banks policies.

If it doesn't fulfill the return conditions, you will be notified by e-mail and you will have to pay the cost of the return freight.

To inform us of an error in the product shipped, please write to us at  webstore@tannerherramientas.com  or call (614) 414 2223, ext. 1138

Report:

  • Your order number.

  • Product model sent by mistake.

  • Quantities requested.

  • Additional data.

Your request will be processed on the same day if it is received within the following hours:

  • Monday to Friday from 8 a.m. to 5 p.m. Pacific Time: UTC-7 (UTC-6 in summer)

  • We will request a pickup at your home.

  • We will ask you to let us know on which days we can pick up the product sent by mistake.

  • We will confirm with you the address where the pickup will be made.

  • We will send you the pick-up guide to your e-mail address.

  • We will ask you to print and paste it on the product packaging.

  • We will send a parcel service courier to collect.

  • At the same time that this process is taking place we will be sending you the right product of your order.

Cancellation Policy

Cancellations

An order may be cancelled in whole or in part as long as it has not been released from stock and is not a special order product.

Orders that are in Pending status can be cancelled by you in the My Account section or by writing to us at  webstore@tannerherramientas.com

In the case of special or custom orders, they cannot be cancelled for any reason.

Cancelled orders that apply for cancellation and with confirmed payment may be cancelled and a credit note will be issued.

If you wish to use the Credit Note for your payment refund, you must request it by e-mail at   webstore@tannerherramientas.com  to send you by e-mail the corresponding instructions, where you will be asked for your bank account information in case your payment has been made by deposit or bank transfer. This process may take up to 30 business days from the receipt of your bank information.

If your payment was made by credit or debit card, the charge refund or cancellation will be made to the same credit or debit card with which the payment was made. This process may take up to 15 business days depending on the policies of the card issuing banks.

If it does not fulfill the cancellation conditions, you will be notified by e-mail.

For more information, please write to  webstore@tannerherramientas.com  or call
(614) 414 2223, ext. 1138

Required information:

  • Your order number.

  • Product model.

  • Quantities requested.

  • Additional data.

  • Cancellation reasons.