Exchange and Returns Policy

Dispatch, delivery, installation, and warranty conditions for TerraNova equipment and solutions

This document establishes the conditions under which TERRANOVA dispatches, delivers, installs, and warrants the equipment and solutions acquired by the USER through its online store, its sales force, or its authorized distributors. It applies to all of the company's business lines: Aqua, Energía, Vivienda, Agro, and Transporte.

By completing a purchase, the USER declares that they know and accept the terms described below, which are complemented by the Terms and Conditions published on TERRANOVA's website.

1. Scheduling and dispatch hours

Deliveries are coordinated and carried out within the following service hours:

- Monday to Friday, 09:00 am to 06:00 pm

- Saturdays, 09:00 am to 02:00 pm

- No dispatches are scheduled on Sundays or on days declared public holidays.

Any delivery date offered outside of these hours must be stated in writing and have TERRANOVA's prior confirmation.

2. Delivery conditions

Delivery is carried out as far as the access routes of the address or premises indicated by the USER allow. Due to the nature and dimensions of our equipment, the USER must verify in advance that the selected product can enter the destination point without difficulty, taking into account the width of doors, hallways, stairs, and elevators. The service does not include special lifting maneuvers, dismantling of structures, use of cranes, or moves that exceed the regular access to the property.

The address, reference details, and information about the delivery point are the sole responsibility of the USER. Incomplete or inaccurate information that prevents the dispatch from being completed may result in rescheduling and, if applicable, a charge for a new trip.

From the moment the equipment is delivered, the USER assumes the risk of any loss or damage to the item.

3. Receipt and acceptance of the product

At the time of delivery, the USER or a person over 18 years of age must be present, carrying their identity document and in full possession of their faculties, not under the effects of alcohol or substances that impair judgment. That person will be responsible for confirming that the equipment was received in good condition. TERRANOVA is entitled to request a copy of the identity document and/or a photographic record of the delivery.

The USER must request that the equipment be inspected in the presence of personnel and verify the conditions in which it is delivered. As a sign of acceptance, they must sign the receipt or invoice, the delivery note ("guía de remisión"), and/or the corresponding technical service sheet. Observations regarding visible damage, missing items, or differences from what was purchased must be recorded at that same time.

4. Installation and start-up

The purchase does not include installation and start-up, unless otherwise indicated. Depending on the product line, the installation service includes assembling and enabling the equipment and verifying its operation:

- Aqua line:

- Atmospheric water generators: Installation is not included for units up to 100L (they are plug & play equipment); for units over 100L, the service is quoted separately

- Desalinators: Installation is not included; the service is quoted separately.

- Energía line:

- Biodigesters: Assembly and installation are not included; the service is quoted separately.

- Solar panels: Assembly and installation are not included; the service is quoted separately.

- Wind energy towers: Assembly and installation are not included; the service is quoted separately.

- Agro line:

- Hydroponic towers: Assembly and installation are not included.

- Vivienda line:

- Geodesic domes: Assembly and installation are not included; services are quoted separately.

- Transporte line: Assembly and installation are not included; services are quoted separately.

The USER must have the technical conditions of the installation site ready in advance —space, supporting surface, electrical supply, and other requirements indicated on the product sheet and in the Terms and Conditions—. If, upon arrival at the address, these conditions are not in place, the visit will be considered completed and a new technical visit may be subject to a charge.

5. Delivery coordination and service channels

To arrange the delivery and installation date, our dispatch team will contact the USER at the contact numbers registered at the time of purchase. If coordination cannot be established through that channel, the USER may contact TERRANOVA starting on the fourth (4th) business day after the purchase, through the official channels:

Email — info@terranova.pe

Business hours — Monday to Friday, 09:00 am to 06:00 pm

Formal complaints — Virtual Complaints Book ("Libro de Reclamaciones") available on TERRANOVA's website

6. Equipment warranty

TERRANOVA warrants its equipment for a period of twelve (12) months, counted from the date of delivery, against any manufacturing defect. Coverage extends to the equipment's own components.

In the event of a covered malfunction, TERRANOVA reserves the right to determine whether its origin is a manufacturing defect, misuse of the equipment, or a defective installation. Where it is a manufacturing defect, the company's obligation will be to repair or replace the equipment and restore it to normal operating condition within a period of no more than fourteen (14) business days, counted from the date the failure was reported.

Making use of the warranty does not extend its validity for a new period: the term continues to run from the original delivery of the equipment.

6.1. Situations not covered by the warranty

The warranty will be rendered void, or the service will be invoiced to the USER, in the following cases:

- Use other than that specified in the product manual, overload, or improper handling of the equipment.

- Installation carried out outside of the applicable technical standards or by personnel not affiliated with TERRANOVA.

- Repairs or interventions carried out by unauthorized third parties, or use of parts that are not original factory parts.

- Damage or losses caused during the transport of the equipment when this was carried out by third parties contracted by the USER.

- Failures caused by agents external to the equipment, such as variations or cuts in the electrical supply, air or water quality outside the indicated parameters, excessive humidity, accidents, or force majeure events.

- Preventive maintenance services, cleaning, replacement of filters or consumables, resetting the equipment after a supply interruption, and, in general, any service that does not result from a manufacturing defect. These services are provided for a corresponding fee, including the travel of technical personnel.

Transportation, packaging, and shipping costs arising from the application of the warranty outside of Metropolitan Lima are borne entirely by the buyer.

7. Exchanges and returns

If the equipment delivered has a manufacturing defect, does not match the product purchased, or arrives incomplete, the USER may request an exchange by contacting the service channels indicated in section 5, attaching the proof of payment and, if possible, a photographic record of the issue observed. Once the incident has been verified, TERRANOVA will proceed with the repair, the exchange of the equipment, or the refund of the amount paid, as applicable.

To process an exchange or return, the equipment must retain its accessories, manuals, and original packaging, and must not show damage attributable to improper use or to installation performed by third parties. Products manufactured to order or configured according to the USER's specific requirements may only be exchanged in the event of a manufacturing defect.

None of the conditions described herein limit the rights that the Código de Protección y Defensa del Consumidor (Peru's Consumer Protection Code) recognizes for the USER.

TERRANOVA reserves the right to update this policy. The current version is the one published on the company's official website.