Controlled Copy – Signed Original​

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Objective

To establish the general conditions and parameters under which a claim regarding a return, complaint, and/or suggestion may be accepted, and under which a warranty may be honored by ENCAJES S.A.​​

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Scope

This policy applies to the commercial and production processes of Encajes S.A., based on the identification of the causes giving rise to claims and the claim actions submitted by customers with whom a sales transaction for our textile products has been carried out.

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Regulatory References

This policy is based on the provisions of the Political Constitution of Colombia (Articles 58 and 78), Law 1480 of 2011 (Consumer Protection Statute, Articles 7 through 18), Decree 735 of 2013, and the Single Circular issued by the Superintendence of Industry and Commerce, which establish consumers' rights and suppliers' obligations regarding the protection, handling, and effective resolution of claims.

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Definitions

• Allowance: An additional length of fabric added to the roll to compensate for any defect the fabric may have. This additional portion is not charged to the customer and is included to ensure that, even if a defect exists, the usable length of the fabric is not affected.

• First Quality: A roll with a minimum length of 12 meters. Although First Quality corresponds to highly qualified fabrics, this does not mean they are completely free of defects. One defect is permitted for every 10 meters; therefore, a 50-meter roll may contain a maximum of five (5) compensated defects. Each defect must be clearly identified and fully compensated, with the objective of providing larger rolls that facilitate fabric spreading and garment manufacturing processes.

• Second Quality or Type B: A roll with a minimum length of 3 meters. These fabrics present continuous minor defects or intermittent critical defects during fabric spreading, limiting their suitability for garment manufacturing. This classification also includes rolls with latent defects such as weight, width, colorfastness, shade, elongation, etc. Products classified as Second Quality are not compensated and therefore do not meet the acceptance criteria for First Quality.

• Customer: A natural or legal person who purchases products or services from the company and who may submit a claim in the event of dissatisfaction with the quality, quantity, fulfillment, or agreed conditions.

• CRM: (Customer Relationship Management) A technological tool used to manage and centralize customer information, visits, requests, PQRs, and non-conformities to facilitate their monitoring and follow-up.

• Defect: Any flaw or irregularity in the fabric that may hinder its intended use or reduce the quality of the finished garment.

• Minor Defect: A physical defect measuring less than 20 cm that affects only certain portions of the roll while generally allowing the remainder of the fabric to be used.

• Critical Defect: A significant physical defect that affects the width or length of the fabric, preventing it from being properly used for garment manufacturing.

• Apparent Defect: A physical defect that can be identified through visual inspection or laboratory testing.

• Latent Defect: A physical defect that is not immediately noticeable but becomes evident after the fabric undergoes further processing or over time.

• Deviation: A difference between the observed value and a standard or reference value.

• JDE: Software JD Edwards.

• Lab Dip: Laboratory development of a standard color sample for a specific reference, including color matching and colorfastness testing.

• Target Lot: A dye lot approved as the standard reference for color.

• PQR: A formal mechanism through which Sales Representatives communicate to Encajes S.A. any request for information or non-conformity related to products received from customers, with the purpose of obtaining a response, corrective action, or resolution from the company within the established timeframes. This mechanism also records customer petitions, complaints, and claims related to customer service.

• Claim: A customer's dissatisfaction regarding a product received.

• Sales Representative: The person designated by the company to manage the commercial relationship with the customer, responsible for providing purchasing guidance, monitoring order fulfillment, and channeling any request, claim, or issue related to the products purchased.

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Responsibilities​​

• Technical Department: Evaluation of the claim and issuance of the technical assessment. Acceptance or rejection of claims related to quality issues. Informing the Production Team so that the appropriate actions are taken to prevent recurrence.

• Commercial Management: Acceptance or rejection of the claim based on the Technical Department's assessment. Evaluation of discounts on a case-by-case basis.

• Sales Representative: Acts as the first point of contact with the customer during the claim evaluation process. Receives warranty requests submitted by customers in accordance with this policy. Submits the claim through the designated form/link. Upon conclusion of the claim process, communicates the formal response to the customer.

• Marketing: Monitors claims received through the Sales Representatives for periodic review and statistical analysis.

 

​Policy​

Encajes S.A. stands behind the quality and performance of its textile products, working continuously to ensure customer satisfaction, effectively meet our customers' needs, and strengthen their confidence in our products. In the event that any non-conformity attributable to the manufacturing or distribution process is identified, the warranty procedure includes the following:

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Warranty Coverage

The warranty consists of the replacement of the product under the same conditions as the original purchase, the delivery of a product with similar characteristics, or the issuance of a partial or full credit note corresponding to the invoiced value of the returned material. This warranty is limited exclusively to the quantity of the defective product returned, which must remain in the same physical condition and presentation in which it was originally delivered.

 

The main causes identified for claims are:​

• Deviations from the technical specification sheet.

• Damaged or defective product.

• Improperly packaged product or product with deficient presentation.

• Shortage of meters.

• Shipment that does not correspond to the product requested by the customer.

Timeframe for Filing a Warranty Claim

Warranty claims must be submitted within six (6) calendar months from the invoice issuance date. After this period has elapsed, returns and related claims will not be accepted.

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Exclusion Conditions

Claims will not be accepted for:

1. Products that have been transformed, processed, or used in garment manufacturing. Claims involving garments or cut fabric will not be accepted.

2. Claims will not be accepted for items that have not complied with the following storage and relaxation conditions, in addition to the general recommendations established in the technical data sheet:​​​

• For the spreading of our products, it is recommended that they be laid out on a table for a minimum of 24 hours. Minimum and uniform tension is required when spreading our fabrics, especially those containing elastane. Excessive stretching of the fabric during spreading must be avoided. Allow the fabric to spread naturally, layer by layer. Irregular tension in one layer may cause inconsistent patterns.

• The customer must allow the fabrics to recover from the tension generated during the rolling processes.

• Mirror spreading is recommended. For example, for a lace with 12 strips, spread strips 1 and 12, 2 and 11, and so on.

• Always store the fabric in a ventilated environment free from moisture and direct sunlight or artificial light, without exposure to chemicals or other contaminating agents.

• All fabrics, especially those containing elastomer, must be stored carefully to prevent deformation.

• Keep rolls and products in their plastic packaging.

• Position the rolls according to their size and preferably in a pyramid arrangement, parallel to one another.

3. Complementary materials involved in the transformation of the non-conforming product.

4. Loss of profits, additional costs, or other indirect damages associated with the use of the product.

5. Defects classified as minor in accordance with the definitions set forth in this policy.

6. Products previously compensated due to commercial or quality conditions.

7. Fabrics identified as Type B at the time of sale.

8. Products whose defect was disclosed to the customer before delivery.

9. Materials whose warranty period has expired.

10. Damage resulting from improper handling or use that does not comply with the product’s original intended purpose.

11. Problems resulting from inadequate storage or transportation conditions involving the customer.

12. Alterations caused by chemical agents or cleaning products.

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It is the customer’s responsibility to verify the quality of the material received before beginning any production process.

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Please note that, for a claim to be valid, supporting evidence must be retained, including photographic records, videos, samples, and laboratory tests when applicable.

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Logistics Process Incidents

Any anomaly detected during the shipment or receipt of the product must be recorded by the customer on the corresponding transportation document. The customer must also immediately notify the assigned Sales Representative and attach a copy of the carrier's transportation document indicating the reported issue.​

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Unauthorized Returns

All returns must receive prior written authorization from Encajes S.A. In the event that a return is made without the appropriate authorization, the customer shall assume all logistics costs, including direct payment of the freight charges to the carrier.​

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Response Time

Depending on the complexity of the claim, the response time shall be a maximum of fifteen (15) calendar days, counted from the business day following the formal submission of the claim, in order to carry out the corresponding investigation and technical assessment. This period may be extended if justified by the specific circumstances of the case. Any extension shall be communicated to the customer by the Sales Representative, together with an explanation of the reasons for the extension. The extension may not exceed twice the original response period.​

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Limitation of Liability

The acceptance of a claim by Encajes S.A. does not imply an admission of legal liability, nor does it grant any right to request compensation, penalties, damages, or any other type of additional reimbursement.​

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Acceptance of Terms

By placing an order, the customer acknowledges and accepts the conditions established in this Claims Acceptance Policy of Encajes S.A.​

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Policy Updates

Encajes S.A. reserves the right to modify this policy at any time and unilaterally. Any updates will be available through our website or through the corresponding official communication channel.

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Claim Registration

For the claims process, the Sales Representative must complete the following form, ensuring that all required information is provided in order to initiate the investigation and traceability process. The following information must be recorded: Date of Claim, Customer, Customer Code, Telephone Number, Invoice Number, Sales Representative, Reference, Piece Number, Lot Number, Claimed Meters, Physical Evidence, Cause of the Claim, Description of the Issue, Contact Name, Pickup City, Address, and Telephone Number. https://crm.zoho.com/crm/org699399041/tab/Cases/create?layoutId=4269445000092412001

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Appendices and Records

N/A

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Revision History

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