Warranty Policies

The warranty covers the period specified for each product as follows:

This warranty covers manufacturing defects in materials as well as functional issues of roller shades, as detailed below:  

• A. Shade Fabric: Defects in the fabric, such as fraying, color variations, premature fading, or stains not attributable to improper use or maintenance.

• B. Aluminum or Plastic Components: Defects in profiles, brackets, mechanisms, or plastic components that are part of the shade. Covered only for manufacturing defects, excluding wear from use, impacts, or issues resulting from incorrect installation not performed by an authorized professional from the company, as well as the use of inappropriate tools or installation methods.

• C. Stitching and Assembly: Issues with stitching, adhesives, or any other defect related to the shade’s assembly.

• D. Chain or Cord Mechanism: Breakage or malfunction of the manual rolling mechanism.

• E. Motors: Issues with the motor, remote control linkage within the warranty period, or any electronic component in motorized shades. The warranty does not cover reprogramming issues, only problems directly related to the electronic functionality of the motor.

• F. Transportation Damage Warranty Coverage is only provided if the damage is reported under the following conditions:

IMPORTANT: Consider the following if the packaging is damaged or the merchandise is mishandled:  

The customer is responsible for inspecting the product at the time of delivery. If the packaging is damaged or tampered with, this must be noted in writing on the delivery receipt (where the merchandise is signed for), and a photograph must be taken of the note (on the receipt/shipping document).

If the boxes or packaging appear damaged, follow these steps to validate the issue and proceed with follow-up. Failure to comply with these requirements will result in exclusion from the warranty:

1. Notation of the issue on the delivery receipt (with a photograph).
2. Image of the packaging condition (box or bag).
3. The issue must be reported as soon as the merchandise is delivered. Claims made after 24 hours will not be considered within the claim period.

Note: The requested information is necessary to file a claim with the carrier. Lack of evidence will delay the process and claim resolution.

Warranty Exclusions  

1. Normal wear and deterioration due to regular use.
    
2. Damage caused by impacts, falls, or external forces. 
    
3. Misuse or Negligence: Improper use of shades/awnings, including excessive force or failure to follow operating instructions. Lack of proper maintenance as per manufacturer’s guidelines.
   
   
4. Issues resulting from incorrect installation not performed by an authorized professional, or the use of inappropriate tools or installation methods.
   
   
5. Unauthorized alterations, modifications, or repairs – Structural changes made to the shades by the user.
   
   
6. Damage due to exposure to extreme weather conditions – Exposure to chemicals, vapors, or unforeseen contaminants.
   
   
7. Damage resulting from commercial use if the shades/awnings are only guaranteed for residential use.
   
   
8. Force Majeure: Damage caused by natural disasters or acts of vandalism. 
    
9. Failure to report transportation damages or issues within 24 hours of delivery, under the conditions described in section F.

How to File a Warranty Claim?

To request a warranty claim, you must contact us at our authorized email GARANTIAS@AURENTI.CO to initiate the process. It is essential to provide the purchase invoice within the valid warranty period as specified in the coverage terms (refer to points 1 and 2 to verify eligibility).

In your request, describe the issue in detail and attach photos and videos that help us assess the problem and provide the appropriate solution.

Your claim will be reviewed within 24 to 48 hours, after which you will receive a formal response indicating whether the claim is accepted under warranty and how the issue will be resolved. If the claim is not applicable, our team will offer an alternative solution.

All warranty procedures are governed by:

• Law 1480 of 2011 (Consumer Statute), Title III - Warranties, Articles 7 to 17.
• The technical specification sheets and the technical scope of the product, as detailed by our commercial team and made available before purchase confirmation.

 

Other Considerations

Installation Issues (Only when performed by Aurenti-authorized professionals):  

• Installation Deficiencies: Issues resulting from a poor installation by an authorized Aurenti installer (such as curtain falls and related damages, mechanism breakage, valance breakage, lateral fabric wear, fabric marking, fabric breakage, plastic part breakage, bending of metal or aluminum parts, or chain breakage due to closed bracket installation) will be covered for 6 months and will be reinstalled.