Refund policy

CODE: BS-SGC-PO-03 | REVISION: 02 | ISSUANCE DATE: 01-JAN-2026
DOCUMENT TITLE: COMPREHENSIVE RETURN POLICY

COMPREHENSIVE RETURN POLICY

BRYAN SEGURIDAD Y HERRAMIENTAS S.A. DE C.V.

1. OBJECTIVE AND COMMITMENT

At Bryan Safety, our goal is to ensure that every piece of equipment purchased meets the protection and quality standards required by the industry. We understand the importance of correct fit and equipment integrity; therefore, we establish this policy to manage returns, exchanges, and warranties transparently, efficiently, and in alignment with our quality objectives.

2. TIME FRAMES FOR REQUESTS

To process any management, it is mandatory to adhere to the following time windows, counted from the date of receipt of the order:

  • Return for Satisfaction: The customer has 15 calendar days to request a return if the product does not meet their expectations. (Except for special imports / products ordered on request).
  • Size Exchange: For line products (regular stock), the customer has 30 calendar days to request size exchanges.

3. RETURN PROCEDURE

To ensure traceability and correct processing of your case, all requests must be made in writing detailing the reasons.

Indispensable steps:

  1. Communication Channel: Contact your agent to indicate that you will make a request.
  2. Formalize the Return: Send an email to your assigned sales agent copying [email protected] with the Subject: "Return Request".
  3. Required Information: The body of the email must contain the following data to locate the purchase in the system:
    • Invoice Number (or Web Order Number).
    • Date of purchase.
    • Name of the person responsible on the customer's side to receive notifications.
    • Detailed reason for the request (Return, Exchange, or Warranty).
  4. Visual Evidence: It is a requirement to attach clear photographs supporting the request:
    • For Returns or Exchanges: Photographs of the complete product showing its current condition and that of its packaging.
    • For Warranties: Detailed photographs focused on the reported failure area.

Once the information is received, our team will generate an internal quality report ("Non-Conforming Product") and, within a period no longer than 72 business hours, you will receive instructions to proceed with the shipment.

4. STATUS AND CONDITION OF THE PRODUCT

For a return or exchange due to non-satisfaction to be admissible, the item must be in immediate resale condition.

  • Unused: The product must not show signs of use, dirt, wear, or alterations.
  • Packaging: The original packaging must be preserved in perfect structural and aesthetic condition.
  • Labeling: All factory tags must remain attached to the product.

Note for Volume Orders: Only units that remain in original packaging will be reimbursed.

Warranty Exception: Packaging and new condition requirements do not apply to requests derived from manufacturing defects, which will be subject to a technical inspection.

5. EXCEPTIONS AND NON-RETURNABLE ITEMS

Due to hygiene regulations, industrial safety, and commercial nature, exchanges or returns are not admitted in the following cases:

  • Respiratory protection equipment (masks, respirators, filters, and cartridges) with open packaging or broken seals.
  • Products personalized or modified at the customer's request.
  • Items purchased in the Clearance section.
  • Made-to-Order Items: Special import products or those purchased specifically to cover a particular customer requirement.

6. WARRANTY FOR MANUFACTURING DEFECTS

In the event of a factory defect or an error in filling the order attributable to Bryan Safety:

  1. Replacement: We will proceed with the replacement of the product at no cost to the customer, covering the logistical expenses ourselves.
  2. Refund: In the event of not having stock for immediate replacement, a refund of 100% of the purchase value will proceed, including original taxes and shipping costs.

7. SHIPPING COSTS POLICY

  • Voluntary Exchanges: The customer will cover the shipping cost of the product to our facilities. Bryan Safety will absorb the shipping cost of the exchange product to the customer's address.
  • Warranties and Errors: Bryan Safety will cover 100% of the collection and reshipment expenses.

8. REFUND PROCESSING

Approved refunds will be managed according to the original payment method, strictly complying with current tax regulations:

  • Card and Gateway Payments: The refund will be processed automatically to the same card or account used in the transaction. The estimated bank reflection time is 5 to 10 business days after our confirmation.
  • Wire Transfer Payments (SPEI): It is an indispensable requirement that the customer provides complete bank documentation. For security and fiscal compliance, the refund will be made ONLY to a bank account whose holder matches the Legal Entity or Individual who made the original purchase.
  • Credit Note: In all cases where an invoice has been issued, the refund will be conditioned on the issuance of the corresponding Credit Note.

9. GENERAL CLAUSES

  • Shipping Deadline: After the case is accepted (for return or warranty), the customer has 5 business days to deliver the product to the carrier of their choice. If the product is not sent within that period, the return request will be closed and cannot be reopened.
  • Impossibility of Refund: It is the exclusive responsibility of the customer to provide correct and complete bank details, as well as ensuring the account name matches the invoice. If the customer refuses to provide information necessary to validate fiscal and banking identity, or if the account does not match the purchase holder, Bryan Safety reserves the right to withhold the refund until fiscal and security requirements are met. We are not responsible for delays derived from lack of information on the part of the customer.

10. WARRANTY EXCLUSIONS

The factory warranty will be automatically invalidated if the technical inspection determines that the damage was caused by:

  • Improper use: Using the equipment for purposes other than its certification (e.g., using nylon gloves for welding, non-dielectric footwear in high voltage zones).
  • Natural wear: Normal deterioration due to continuous use.
  • Negligence: Cuts, burns, or accidental impacts not attributable to material defects.

We appreciate your preference and reciprocate with best practices to ensure your satisfaction.