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1. GENERAL POLICY OVERVIEW

1.1. No Standard Returns or Exchanges

Cerahi TSG maintains a strict no‑return, no‑exchange policy on all completed orders. This is because each order is produced in large quantities based on your specific design, measurements, branding, and technical specifications, and is not held as general stock inventory. All sales are considered final once the order is confirmed and production begins. No return or exchange will be accepted unless there is a legitimate manufacturing issue that demonstrably deviates from the agreed order specifications. This approach ensures clarity and fairness, reflecting the bespoke and bulk‑production nature of OEM services.

2. ORDER REVIEW, APPROVAL & SHIPMENT

2.1. Pre-Shipment Proofing

Before production and shipment, we provide comprehensive proof of product including high resolution photographs, videos, and detailed specification sheets showing design, sizing, construction, colors, branding, and any relevant technical features. You are required to confirm acceptance of the proof in writing (via email) prior to shipment. This acknowledgement forms part of the contract and serves as the basis for assessing any later claim.

3. DEFECTS, NON-CONFORMANCE & CLAIMS

3.1. Eligibility for Claims

Claims for defects or non-conformance with production specifications will be considered only if all the following criteria are met: • The production differs materially from the approved proof and order specifications • You notify Cerahi TSG in writing via email within 5 days of delivery • You provide clear and verifiable evidence (photographs, videos, sample units, third party inspection reports) demonstrating the deviation • Evidence must show that the defect is not due to handling, storage, shipping, or post-delivery use Claims based on subjective preferences, color variations due to display differences, normal wear and tear, incorrect handling, or improper storage will not qualify as a defect.

3.2. Verification and Inspection

Upon receipt of your claim and supporting documentation, Cerahi TSG will: • Conduct an internal review and technical assessment of the evidence • If necessary, request additional documentation or physical inspection of samples • Make a determination within a reasonable commercial timeframe • Notify you of the result in writing Where a claim is validated, we will collaboratively determine an appropriate remediation, which may include replacement of the defective units or other remedies, at our discretion.

4. NO REFUNDS

Under no circumstances will Cerahi TSG issue monetary refunds for any order, except where required by applicable law or a binding commercial agreement. Instead, validated claims will be addressed with replacement production, corrections, or other non‑monetary remedies, unless local law mandates otherwise.

5. SHIPPING, COSTS & RESPONSIBILITIES

5.1. Return Shipping Costs

For claims approved under Section 3 above, the customer is responsible for all shipping, customs, inspection, and related logistics costs at their expense unless otherwise agreed in writing. This includes return freight, customs duties, carrier fees, and insurance.

5.2. Condition of Returned Goods

All returned goods must be: • Packaged securely in original or equivalent protective packaging • Accompanied by proof of claim documentation • Free from damage caused after delivery Goods returned in unacceptable condition may be rejected and returned at the customer's cost.

6. RESTOCKING FEE

A restocking fee of 20% of the order value may be charged if a return or partial return is accepted, reflecting administrative, handling, and production costs per month. This fee is non‑negotiable and will be deducted from any replacement arrangement or credit allocation.

7. LEGAL RIGHTS AND JURISDICTIONAL CONSIDERATIONS

Your rights may vary based on regional, national, or international laws where you operate or receive goods. While Cerahi TSG operates internationally, below are key legal frameworks where specific consumer protections may apply:

7.1. European Union – Consumer Protection and Distance Selling Laws

Under EU law, certain rights such as the “cooling‑off period” may apply for distance contracts. However, exceptions exist when goods are custom‑made to your specifications. We reserve the right to rely on these statutory exceptions where applicable.

7.2. California Consumer Privacy Act (CCPA)

Under CCPA and similar laws, the right to refunds or returns is governed by the seller’s clearly disclosed return policy unless statutory rights apply. Cerahi TSG’s policy is provided in advance and agreed upon prior to order confirmation.

7.3. Brazilian LGPD and Other Consumer Rights Laws

Brazil’s LGPD focuses primarily on data protection, but local consumer laws may provide rights related to quality and conformity. Any such statutory rights will be respected to the extent required by applicable law. You agree that this policy will apply to the fullest extent permitted by applicable law and that where mandatory statutory rights apply, they take precedence over contract terms.

8. NO LOCAL CUSTOMER RETURNS

As Cerahi TSG does not serve local retail consumers and operates exclusively with international commercial clients, all procedures and responsibilities, including shipping, customs clearance, and costs, are governed by international commercial terms (Incoterms) specified in your sales agreement.

9. INITIATING A CLAIM

Claims must be submitted only by email to the designated support address: Email: [email protected] Your email must include: • Order reference and production proof reference • Detailed description of the issue • High-resolution photographs and/or video evidence • Proposed resolution preference (replacement, credit, etc.) • Any inspection reports or third-party evidence supporting the claim Incomplete or late claims may be rejected.

10. DISPUTE RESOLUTION

If any dispute arises regarding the interpretation or enforcement of this policy, you agree to seek resolution through negotiation in good faith. If unresolved, disputes may be governed by the terms of the underlying supply contract and adjudicated under the chosen governing law and jurisdiction specified therein.

11. AMENDMENTS TO THIS POLICY

Cerahi TSG reserves the right to modify this Return & Exchange Policy from time to time. Changes will be posted on this page with the updated effective date. Your continued engagement with our Services after such changes indicates acceptance of the updated terms.