GENERAL TERMS AND CONDITIONS

ONLINE STORE POLICIES

Critical To Quality S. de R.L. de C.V. (CTQ)

Tax ID (RFC): CTQ010426PB6

Av. Alfonso Reyes 2615, Suite 901

Col. Del Paseo Residencial, Monterrey, Nuevo León, C.P. 64920, Mexico

Tel. +52 81 8311 6800

Email: ventas@ctq.com.mx

Last updated: February 19, 2026

1. Identification of the Supplier

The online store is operated by Critical To Quality S. de R.L. de C.V. (CTQ), in accordance with the Mexican Federal Consumer Protection Law and other applicable regulations in Mexico.

2. Acceptance of Terms

By placing an order through our online store, the user expressly agrees to these General Terms and Conditions.

Clicking the “Complete Purchase and Pay” button constitutes contractual consent and full acceptance of these terms.

3. Products

CTQ commercializes industrial automation equipment manufactured by Horner Automation Group (Horner APG), including PLCs, HMIs, modules, and related components.

Product availability is subject to inventory levels and manufacturer specifications.

CTQ reserves the right to modify product descriptions, specifications, and availability without prior notice.

4. Prices, Currency, and Exchange Rate

All prices published in the online store are expressed in U.S. Dollars (USD).

Payment may be made in Mexican Pesos (MXN), applying the exchange rate published by the Official Gazette of the Federation (Diario Oficial de la Federación – DOF) in effect on the date of invoicing or payment, as applicable.

Any difference resulting from exchange rate fluctuations shall be the responsibility of the customer.

Prices are subject to change without prior notice.

5. Shipping Policy

Critical To Quality offers shipping services exclusively within Mexico.

5.1 Shipping Fee

The Express shipping fee is $299 MXN nationwide, provided that the total weight of the order does not exceed 5 kilograms.

For orders exceeding this weight, shipping costs may vary and will be communicated prior to shipment.

5.2 Courier Services

All orders are shipped via third-party courier and logistics companies not affiliated with CTQ, such as FedEx, Estafeta, or DHL.

5.3 Delivery Address

Orders will be delivered to the address registered by the customer in their account or to an alternative address provided at the time of order confirmation.

5.4 Processing and Delivery Times

  • Orders placed before 1:00 p.m. will be processed the same business day.
  • Orders placed after 1:00 p.m. will be processed on the following business day.
  • Estimated delivery time is 2 to 5 business days from confirmation of full payment.
  • In exceptional cases, delivery times may extend up to 7 business days.

Delays caused by force majeure events or courier services are not attributable to CTQ.

5.5 Remote Locations

If the courier does not have direct coverage in the requested location, the package will be held at the nearest available branch.

5.6 Failed Delivery Attempts

If no one is available to receive the package during the first and second delivery attempts, the shipment will be held at the nearest courier branch for three business days. If not claimed within this period, the package will be returned to CTQ’s warehouse.

5.7 Tracking Information

Within a maximum period of 48 business hours after completing an online purchase, customers will receive an email containing the tracking number. This timeframe does not apply during holidays, long weekends, promotional events, or non-working days.

5.8 Inspection Upon Delivery

Upon delivery, the customer is responsible for inspecting the product. Any damage or defect must be reported within 5 business days through the contact methods provided on our website.

All products are securely packaged at no additional cost.

6. Warranty Policy – Horner Products

PLC equipment manufactured by Horner and commercialized by CTQ is covered by the standard warranty granted directly by the manufacturer, Horner Automation Group (Horner APG).

6.1 Warranty Period

  • 2 years from the date of manufacture, or
  • 18 months from the date of commissioning,

whichever occurs first.

The warranty exclusively covers manufacturing defects under normal conditions of installation, use, and operation according to manufacturer specifications.

7. Warranty Exclusions

The warranty does not apply in the following cases:

  • Incorrect installation
  • Improper programming
  • Misuse or operation outside manufacturer specifications
  • Electrical surges or lightning damage
  • Physical damage, impact, moisture, corrosion, or contamination
  • Modifications or repairs performed by unauthorized third parties
  • Equipment outside the warranty period
  • Equipment not purchased directly from CTQ

8. RMA (Return Material Authorization) Procedure

8.1 RMA Request

In the event of a failure, the customer must:

  1. Contact CTQ at ventas@ctq.com.mx
  2. Provide:
    • Model and serial number
    • Detailed description of the failure
    • Approximate installation date
    • Copy of purchase invoice

CTQ will coordinate with Horner APG to obtain an RMA number and provide shipping instructions.

The customer is responsible for backing up any programs or data stored in the equipment prior to shipment. CTQ and Horner APG shall not be liable for any loss of information.

9. Shipment to Horner Facility

The customer is responsible for shipping the equipment directly to the Horner APG facility in Indianapolis, Indiana, USA.

The customer assumes all associated costs, including:

  • International freight
  • Insurance
  • Temporary export procedures
  • Taxes and duties
  • Customs fees
  • Return shipping costs

The RMA number must be clearly indicated on the package.

Shipment of the equipment constitutes express acceptance of this Warranty Policy.

10. Technical Evaluation and Fees

Horner APG applies a mandatory technical evaluation fee of USD $150.

Estimated evaluation time: up to 4 weeks from physical receipt of the equipment.

Optional services:

  • Detailed technical report on official letterhead: USD $215
  • Brief report: no charge

All amounts exclude applicable taxes and bank fees.

11. Determination of Warranty Coverage

The determination of whether the equipment is within or outside warranty coverage shall be made exclusively by Horner APG and shall be final.

12. Post-Evaluation Scenarios

a) Equipment Within Warranty

Horner will proceed with repair or replacement at no cost for covered parts and labor. The evaluation fee may be credited or reimbursed according to current policies.

b) Equipment Outside Warranty

A repair quotation will be issued.

  • If the customer approves the repair, the evaluation fee will be credited.
  • If the customer does not approve the repair, the equipment may be scrapped.
  • If the customer requests return without repair, all associated costs shall be the customer’s responsibility.

13. Limitation of Liability

CTQ shall not be liable for:

  • Production losses
  • Loss of profits
  • Indirect or consequential damages
  • Plant downtime

Maximum liability shall be limited to the commercial value of the purchased equipment.

CTQ does not guarantee specific evaluation or repair turnaround times.

14. Data Protection – Simplified Privacy Notice

In compliance with the Federal Law on Protection of Personal Data Held by Private Parties (Ley Federal de Protección de Datos Personales en Posesión de los Particulares), CTQ informs you that the personal data collected (name, email address, phone number, address, tax information, and payment details) will be used for:

  • Processing online orders
  • Managing shipments
  • Issuing invoices
  • Providing customer service
  • Handling warranties and RMA processes

We may share your data with courier companies, payment platforms, and the manufacturer Horner solely for the purpose of fulfilling these activities.

You may exercise your ARCO rights (Access, Rectification, Cancellation, and Opposition) by submitting a request to:

ventas@ctq.com.mx

To review the Full Privacy Notice, please visit our website.

15. Governing Law and Jurisdiction

These Terms and Conditions are governed by the laws of the United Mexican States.

Jurisdiction and venue shall be Monterrey, Nuevo León, Mexico.

16. Final Acceptance

By placing an order through the online store or shipping equipment for warranty evaluation, the customer declares having read, understood, and fully accepted these General Terms and Conditions and Warranty Policy.