Refunds policy

Welcome to the great manu family!

In manu you can choose from a wide range of products and buy as much as you want directly from the manufacturer, obtaining additional volume discounts, the best market price, and having them delivered to your doorstep.

manu consigns your purchases to our subsidiary company in your country, responsible for delivering them to your doorstep in perfect conditions.

We recommend that you carefully review your purchases before accepting them and signing the acknowledgement receipt.

Wrong Product or that is not in Perfect Conditions Product not Delivered or Missing Product Failed Products Claim Refund Processing Time Prohibited Activities

Wrong Product or that is not in Perfect Conditions

If a product does not meet its description, you should refuse to receive it.

manu acknowledges and accepts that you have the right to not receive any wrong product based on any of the following differences:

  • The product type.
  • Brand.
  • Color.
  • Size.
  • Building material.

manu also acknowledges and agrees that you have the right to not receive any product that is not in perfect condition due to any of the following reasons:

  • It is broken.
  • It has bumps or dents.
  • It has bumps or indentations.
  • It is scratched.
  • It has indelible stains.

In case of refusing to receive any wrong product or that is not in perfect condition, you must claim to receive a refund of the total price paid.

To prove your claim and receive a refund, you must take several legible pictures of the product (up to 4) before the distribution team leaves and attach them to your claim.

Product not Delivered or Missing Product

If you do not receive any product, you must claim to get a refund of the total price paid

If product is missing, you must claim to receive a refund of the total price paid for the missing quantity. If it is a missing component of a product, we will refund you the market price of that component.

To prove your claim and receive a refund, you must legibly write down the missing product or component (and the quantity) in the acknowledgment receipt, take a legible picture of acknowledgment receipt and attach it to your claim.

Failed Products

Some suppliers have a warranty policy for failed products. You can find the details of the warranty policy into the product specifications, when it applies, such as:

  • The validity period of the product’s warranty.
  • The product's conditions of use.
  • The confirming method of compliance with the product's conditions of use.
  • Among other terms

If you receive a failed product, you must claim within the validity period of the product’s warranty to receive a refund of the total price paid.

To prove your claim and receive a refund, you must record a (1) video showing the failures and attach it to your claim.

You may receive a phone call, video call or a visit from a technician from the supplier, to determine if you fully complied with the product’s conditions of use

Some suppliers may require the return of the product. In these cases, such suppliers will cover the shipping cost of the return.

The suppliers have a non-extendable period of five (5) business days, starting from the date of your claim, to verify the submitted evidence, confirm the compliance with the product’s conditions of use and notify to manu the acceptance or rejection of your claim.

manu will send you an email notifying the supplier's response, within the next forty-eight (48) business hours. In case you have not received the supplier’s response, you should notify to us through "Claims", selecting the "Others" option as "Reason".

Claim

To claim you must follow these steps:

  • Go to “Claims”.
  • Choose the corresponding reason.
  • Enter your full name and phone number
  • Add up to four (4) photos and one (1) video to prove your claim.
  • Specify in detail the reason for the claim.
  • Enter an alternate email.
  • Click on "Send" option.

Refund Processing Time

In the cases of a wrong products or products that are not in perfect conditions, and products not delivered or missing products, manu will process the refund of valid claims within four (4) business days, starting from your claim date.

In the case of failed products, manu will process the refund of valid claims within four (4) business days, starting from the receipt date of the supplier’s acceptance response.

manu will require to the payment processor to reverse the charge applied on your credit or debit card. The payment processor will reverse the charge within the time frame set out in its internal policies.

We will send an email to you once the refund process has finished.

The charge reverse may take up to 30 calendar days to appear on your credit or debit card statement, depending on the card issuer.

Prohibited Activities

If you engage in any type of prohibited activity or unacceptable shopping behavior, we may take several actions, including:

  • Warnings.
  • Rejection of your claims.
  • Loss of any supplier warranty.
  • Additional charges on your credit or debit card.
  • Suspension of your account.
  • Closing of your account.

Below is a non-exhaustive list of some prohibited activities or unacceptable shopping behaviors in manu:

  • Claim a refund for a product alleging falsely that it did not meet its description.
  • Claim a refund for a product not delivered when there is an acknowledgment receipt proving that the product was delivered in the shipping address set by the customer.
  • Claim a refund for a missing product when there is an acknowledgment receipt proving that the product was fully delivered
  • Claim a refund for product failures without having fully complied with the product’s conditions of use set in the supplier’s warranty
  • Deliberately break a product to claim a refund
  • Claim a refund for product failures out of the validity period of the product’s warranty.
  • Duplicate claims.
  • Require to the credit or debit card issuer to reverse a charge.