AXV — axv.com.co operated by GRUPO CIRCUITO S.A.S. ("AXV"), Tax ID (NIT) 901.918.966, Calle 106 # 13-35, Bogotá D.C., Colombia.
Last updated: [insert publication date] · Version: 1.0
This is an English translation provided for convenience. In the event of any discrepancy, the Spanish version shall prevail, as this Policy is governed by the laws of the Republic of Colombia.
This Policy develops the conditions for shipping, exchanges, returns, the right of withdrawal, payment reversal, and the statutory warranty applicable to the Products and Services purchased through axv.com.co, its subdomains, and the App. It forms an integral part of the Terms and Conditions and is governed by Law 1480 of 2011 (Colombian Consumer Statute) and other applicable regulations, without prejudice to the mandatory consumer rights in the consumer's country of residence (see section 9).
1. Scope and Definitions
Physical Product: performance parts, components, and hardware.
Digital Product/Service: calibration files, reprogramming, and software licenses.
Consumer: the natural or legal person who acquires the Products or Services as the final recipient.
Business days: Monday to Friday, excluding public holidays in Colombia.
The figures of withdrawal, payment reversal, and statutory warranty are independent of one another: they have different prerequisites, deadlines, and procedures, described in their respective sections.
2. Shipping
2.1. Processing. Processing times (preparation before dispatch) are independent of transit times. Once payment is confirmed: in-stock products are processed and dispatched within one (1) to two (2) business days; made-to-order products have a longer manufacturing lead time, indicated in numeral 2.3. During high-demand periods these terms may be extended, which will be communicated to the Consumer.
2.2. Dispatch and delivery times by destination (in-stock products).
— Bogotá: dispatch the same day or the next business day. Delivery by courier (Yango or Picap), with freight collect (paid by the Consumer to the courier at the moment of delivery).
— National (rest of Colombia): dispatch the same day or the next business day; delivery may take between three (3) and eight (8) business days depending on the carrier (Servientrega, Envía, or Pasarex), with freight collect.
— International (any country): shipping via Pasarex or FedEx, with estimated delivery times between five (5) and fifteen (15) days. The Consumer must follow the carrier's instructions received by email (documentation and customs-clearance handling) to avoid delays or the return of the shipment. The import costs of the country of destination are borne by the Consumer (see 2.6).
2.3. Made-to-order products (any destination). Products manufactured or sourced to order have a total estimated delivery time of two (2) to five (5) weeks, counted from payment confirmation and including manufacturing/sourcing and shipping.
2.4. Coverage, costs, and "freight collect." AXV ships to the enabled destinations indicated on the site at the time of purchase, and reserves the right to enable or restrict destinations for operational, logistical, or regulatory reasons. The times above are estimates and depend on the carrier. In the modalities marked as "freight collect," the shipping cost is not charged at checkout but is paid by the Consumer directly to the carrier upon receipt; for international shipments, the shipping cost is quoted and communicated on a case-by-case basis.
2.5. Transfer of risk. The risk of loss of or damage to the Product during transport transfers to the Consumer at the moment of delivery to the Consumer or to the person designated by them, without prejudice to mandatory rules providing otherwise in the Consumer's jurisdiction. Any incident of damage or shortage must be reported to AXV within 48 hours following delivery, keeping the packaging.
2.6. Imports and taxes (international sales). In international shipments, the duties, taxes, and customs-clearance costs of the country of destination are borne by the Consumer, in accordance with clause 6.3 of the Terms and Conditions.
2.7. Anti-fraud verification. To protect Consumers, AXV may request additional verification when the shipping address does not match the billing address or in the event of fraud signals. Order processing may be suspended until such verification is completed.
3. Right of Withdrawal (Colombia — Art. 47, Law 1480 of 2011)
3.1. Scope. In the case of distance and electronic sales, the Consumer has the right to withdraw from the purchase within five (5) business days following delivery of the Product, without need for justification.
3.2. Conditions. The Product must be returned in the same conditions in which it was received, unused, complete, and with its packaging, accessories, and documentation. The transport costs of the return due to withdrawal are borne by the Consumer.
3.3. Refund. Once withdrawal has been validly exercised and the Product received, AXV will refund the amount paid no later than within thirty (30) calendar days, through the same payment method, unless otherwise agreed.
3.4. Exceptions (paragraph of Art. 47). Withdrawal does not apply, among others, with respect to: (i) Services whose performance has begun with the Consumer's agreement; (ii) goods made according to the Consumer's specifications or clearly personalized; (iii) goods that by their nature cannot be returned or may deteriorate rapidly; and (iv) software or digital content once executed, downloaded, or unsealed with the Consumer's consent. Consequently, the calibration files and reprogramming, once delivered or flashed with the Consumer's authorization, are not subject to withdrawal (see section 7).
4. Payment Reversal (Colombia — Art. 51, Law 1480 and Decree 587 of 2016)
4.1. When payment is made with a credit card, debit card, or other electronic payment instrument, the Consumer may request the reversal of the payment in the following cases: (i) fraudulent or unsolicited transaction; (ii) Product not received; (iii) delivered Product that does not correspond to what was ordered or is defective; or (iv) valid exercise of the right of withdrawal.
4.2. Deadline. The Consumer must submit the request within five (5) business days following the date on which they became aware or should have become aware of the fraudulent transaction or the event giving rise to the reversal, and return the Product where applicable.
4.3. Procedure. Once the request is submitted, the participants in the payment process will proceed with the reversal under the terms of Decree 587 of 2016. AXV will cooperate in good faith in the procedure before the payment gateway and the financial institution.
5. Commercial Exchanges and Returns (voluntary policy)
5.1. Independently of the foregoing legal rights, AXV may accept commercial exchanges or returns of non-defective physical Products within ten (10) days following delivery, provided that: (i) the Product is returned new, unused, complete, and in its original box/packaging; and (ii) a prior technical evaluation with the AXV team takes place, assessing the request on a case-by-case basis. Acceptance of the commercial return is subject to the outcome of that technical conversation.
5.2. AXV may apply a reasonable restocking charge and/or deduct shipping costs when the return is not due to a defect or the exercise of a legal right. This voluntary policy does not limit or replace withdrawal or the statutory warranty.
5.3. Commercial exchanges or returns of digital Products/Services are not accepted once they have been executed (see section 7).
6. Statutory Warranty (Colombia — Arts. 7 to 11, Law 1480 of 2011)
6.1. Scope. Every Product carries a statutory warranty of quality, suitability, safety, and proper functioning. AXV is responsible for the quality and suitability of the Product under the terms of the law.
6.2. Term. The statutory warranty applies during the term that AXV indicates for each Product or, failing that, during the applicable supplementary legal term. For Products for which the manufacturer grants a warranty, the longer of the terms will apply.
6.3. How to enforce it. In the event of a covered failure, the Consumer may request repair and, in the cases provided by law, the exchange of the Product or a refund (Art. 11). The Consumer must submit the request through the channels in section 8, attaching proof of purchase and a description of the failure.
6.4. Technical evaluation. Due to the nature of the performance Products, every warranty request is subject to a joint technical evaluation with the AXV engineer. In it, the Consumer collaborates by providing the available information (symptoms, conditions of use, logs, photos, or the Product) and addressing the technical questions that allow the origin of the failure to be diagnosed and verification that it corresponds to a covered defect and not to a ground for exclusion (numeral 6.5). This evaluation is a collaborative diagnostic step and does not replace or curtail the rights that the law recognizes for the Consumer; it simply seeks to clearly understand what happened in order to resolve it in the best possible way.
6.5. Exclusions (Art. 16). The statutory warranty does not apply when the damage is due to: (i) force majeure or fortuitous event; (ii) improper use of the Product or incorrect installation by the Consumer or by an unauthorized third party; (iii) failure to follow the installation, use, or maintenance instructions; or (iv) alteration, intervention, or overwriting of the Product or software by an unauthorized third party.
7. Performance and Reprogramming Products and Services
7.1. Nature of the tunes. Reprogramming and calibration files are digital goods/content. In accordance with section 3.4, once delivered or flashed with the Consumer's consent, they are not subject to withdrawal or commercial return.
7.2. Software warranty. AXV provides support for the delivered calibration. However, in accordance with clause 5.4 of the Terms and Conditions, updates or interventions made by a third party (manufacturer, dealer, or another tuner) that overwrite AXV's calibration in whole or in part interrupt the software warranty, and a new reprogramming may be required at the corresponding cost.
7.3. Use, emissions, and safety. Matters relating to results, conditions of use, emissions regulations, type-approval, and the Consumer's responsibility are governed by the Performance and Software Modification Disclaimer, which forms an integral part of these documents.
8. How to File a Request
To exercise any of the foregoing rights, the Consumer may write to axv@axv.com.co, indicating: order number, identification and contact details, Product or Service, the right being exercised (withdrawal, reversal, warranty, exchange), description of the facts, and proof of purchase. AXV will acknowledge receipt and address the request within the legal deadlines applicable to each figure.
9. Consumers Outside Colombia (multi-jurisdiction provision)
9.1. Nothing in this Policy excludes or limits the mandatory rights that consumer-protection regulations confer upon the Consumer in their country of habitual residence.
9.2. By way of illustration: Consumers in the European Union/EEA may have a withdrawal right of fourteen (14) calendar days and the legal guarantee of conformity under Directives 2011/83/EU and 2019/771/EU; Consumers in Australia enjoy the non-excludable guarantees of the Australian Consumer Law. In such cases, AXV will recognize the most favorable mandatory standard that applies, without prejudice to Colombian law as the principal framework.
9.3. The exceptions to withdrawal regarding digital content already executed provided for in this Policy are equally recognized, in equivalent terms, by those regulations.
10. Contact
GRUPO CIRCUITO S.A.S. (AXV) — Tax ID (NIT) 901.918.966 Calle 106 # 13-35, Bogotá D.C., Colombia — axv@axv.com.co — +57 315 175 1101
This document must be read together with the Terms and Conditions, the Performance and Software Modification Disclaimer, the Personal Data Processing Policy, the Privacy Notice, and the Cookies and Tracking Technologies Policy.