GENERAL TERMS AND CONDITIONS OF SALE / CONTRACT.

SRM GROUP S.A.S. — TIENDASRM.COM / ESPUF.COM

Version adjusted to Law 1480 of 2011 (Consumer Statute) and regulatory provisions — July 2026

1. IDENTIFICATION AND DEFINITIONS

1.1. These conditions regulate sales made by SRM GROUP S.A.S., NIT 830.069.355-8, with registered office at AC 100 No. 49-87, Bogotá D.C., notification email gruposrm@gmail.com, hereinafter "The Company", through the websites tiendasrm.com and espuf.com, in favor of the buyer, hereinafter "The Customer". The goods and services sold are called "The Product".

1.2. Customer service channels, business hours, and contact information are listed at: https://gruposrm.com/web/inicio/datos-de-contacto-ubicacion-horario-laboral/

1.3. Any order placed through tiendasrm.com or espuf.com is considered a purchase order when, in addition to being explicit, The Company receives the partial advance or full payment, depending on the payment method chosen. The order is understood to be made by the natural or legal person—or whoever acts on their behalf—who completes the registration form.

2. NATURE OF PRODUCTS

2.1. The Company markets two categories of products:

1. a) Standard products (in stock or made-to-order): already manufactured products or those manufactured in series, without customization for The Customer. They may be in stock for immediate delivery or brought upon order from the manufacturer or supplier, in which case the delivery time is indicated in the product sheet. Selection among predefined variants offered in the sheet (color, size, terminal type, finish or other standard options) does not constitute customization. The right of retraction (clause 6) applies to these products.
2. b) Made-to-order or customized products: stands, displays, printed materials, CNC work and similar items, which are manufactured, prepared or adapted according to specifications selected or supplied by The Customer—brand, image, graphic, texts, measurements, cutting, configuration, materials or finishes—, even if they start from pre-designed models and even if they do not include The Customer's own brand or design. The right of retraction does NOT apply to these products and their cancellation is governed by clause 7.

2.2. Each product sheet clearly and visibly indicates which category it belongs to. The right of retraction does NOT apply to products in category (b), as they are goods made according to consumer specifications or clearly customized (article 47, section 3 of Law 1480 of 2011). The Customer will be informed of this condition in the product sheet and before completing the purchase.

2.3. Our production system operates under the Just-in-Time (JIT) model: the raw materials required for made-to-order products are purchased only after the purchase order is confirmed.

2.4. Ask first: before purchasing, The Customer can inquire with any of our advisors or channels about the product or service they wish to purchase.

3. COMPLETION OF ORDER AND ACCEPTANCE

3.1. Before completing the purchase, The Customer will have access to an order summary with the product description, total price including taxes and shipping costs, delivery time and product category (in stock or made-to-order), in accordance with article 50 of Law 1480 of 2011.

3.2. Acceptance of these conditions will be made expressly during the purchase process and The Company will keep a record of such acceptance.

4. PRICES, PAYMENTS AND BILLING

4.1. Prices are indicated in the sales sheet of each product. The price informed at the time of purchase is the one that will be charged (article 26, Law 1480 of 2011). Prices may be updated without prior notice for future purchases, due to cost or exchange rate variations. Currencies other than COP are shown for reference; transactions are processed in Colombian pesos (COP), US dollars (USD) or euros (EUR), and in other currencies when the payment gateway allows.

4.2. Accepted payment methods: deposit, transfer, check, credit card, PSE and payment points offered on the platform.

4.3. An order is understood as PAID when the money is available in The Company's accounts or in cash in its possession. Payments by check or other instrument other than cash are understood as made when the total amount becomes effective and available.

4.4. Returned checks: the twenty percent (20%) penalty of the check amount provided for in article 731 of the Commercial Code will be applied, plus corresponding late payment interest at the maximum legal rate in effect.

4.5. Transfers, wire transfers, deposits and other payments other than online payments must be made and reported to the indicated email during the business day the order was placed. Otherwise, the order will return to inventory and will be available to be offered again.

4.6. In case of delay in payment of credit invoices (exceptional case), the debtor will pay late payment interest on the outstanding balance at the maximum legal rate certified by the competent authority, plus collection costs as appropriate under the law. Any variation in the exchange rate between the invoice date and its payment, in transactions agreed in currencies, will be borne by The Customer.

4.7. The Company issues a legal electronic invoice with the data voluntarily provided by The Customer in their registration, which are presumed to be truthful, complete and current.

4.8. If the invoice must be canceled and reissued due to inaccurate or incomplete data attributable to The Customer, The Customer will assume an administrative cost of $20,000 COP (or USD 6), informed as of now. Reissue will take between 3 and 7 business days counted from payment of said cost and delivery of the supporting documents for the new data.

5. TAXES

5.1. Taxes will be charged to domestic customers (Colombia) and to non-domestic customers when the delivery of the product or service is carried out in national territory, or when the billing entity is a local company, distributor, branch or representative.

5.2. If the product is delivered abroad under export or international courier modality, with a legal document issued by the carrier and/or DIAN that supports the operation, VAT will not be charged. The platform will omit such charge when the delivery address is outside national territory.

6. RIGHT OF RETRACTION (STANDARD PRODUCTS)

6.1. In distance or electronic sales of standard products (category 2.1.a), The Customer may exercise the right of retraction within five (5) business days following product delivery, without penalty and without need to justify their decision (article 47, Law 1480 of 2011).

6.2. The Customer must return the product by the same means and in the same conditions in which it was received. The costs of transport and other costs arising from returning the product will be covered by The Customer, as authorized by article 47.

6.3. Once retraction is exercised, The Company will refund the entire amount paid, without deductions or withholdings of any kind, within a maximum period of thirty (30) calendar days counted from exercise of the right.

6.4. EXCEPTIONS. The right of retraction does not apply, among other cases provided for in article 47, in:

2. a) Goods made according to consumer specifications or clearly customized (category 2.1.b: stands, displays, printed materials, CNC work and, in general, any product manufactured to order or adapted with brand, image, texts, measurements, cutting, configuration, materials, design or finishes selected or supplied by The Customer).
3. b) Service provision contracts whose execution has begun with consumer consent.
4. c) Goods that, by their nature, cannot be returned or may deteriorate or expire quickly.

6.5. Conditions for return by retraction. The product must be returned complete and in the same conditions in which it was received: without use other than that necessary for its verification, with its accessories, manuals and original packaging. Since retraction is exercised within five (5) business days following delivery, The Customer must keep the original packaging during said period. Packaging that is part of the product—such as suitcases, cases or transport and protection covers (for example, the canvas suitcase for stands)—are product components and their return is mandatory in all cases; without them the product is understood to be incomplete. Transport and other return costs are borne by The Customer. Upon receiving the product, The Company will verify its condition; if it shows improper use, damage or shortages attributable to The Customer—including deterioration resulting from a return without proper packaging—, The Company may claim the corresponding value through legal channels, without this suspending or conditioning the refund provided for in clause 6.3.

7. CANCELLATION OF MADE-TO-ORDER OR CUSTOMIZED PRODUCTS

7.1. Since the right of retraction does not apply to products in category 2.1.b, their cancellation is governed by the following contractual rules, informed to The Customer before purchase:

7.2. Cancellation at no cost. The Customer may cancel their order at no cost while The Company has not initiated any work or incurred any expenses associated with the order, in accordance with the following rules:

7.2.1. Conditions. Cancellation is free when all of the following conditions are met simultaneously: (a) the Internal Production Order (OPI) for the order has not been generated; (b) raw materials for the order have not been purchased; and (c) no work on conceptualization, design or manufacturing has been initiated.

7.2.2. What is the OPI. The Internal Production Order (OPI) is the document with which The Company orders the start of production of an order. It is generated only after payment (advance or full payment) has been reported and confirmed, and marks the start of design, material procurement and manufacturing processes.

7.2.3. When the OPI is generated. The OPI is generated at 10:00 a.m. on the business day following the day the payment was reported and confirmed. If payment is reported on a non-business day, it will be understood to be reported on the next business day and the OPI will be generated at 10:00 a.m. on the following business day.

7.2.4. Free cancellation window. Consequently, The Customer always has a minimum of one (1) day to cancel at no cost: from the moment of payment until 10:00 a.m. the next business day. Examples: payment reported on a business Monday (at any time) — may cancel at no cost until business Tuesday at 10:00 a.m.; payment reported on a business Friday — may cancel at no cost until business Monday at 10:00 a.m.; payment reported on Saturday — understood to be reported on business Monday and may cancel at no cost until business Tuesday at 10:00 a.m.

7.2.5. How to cancel. The cancellation request must be submitted in writing through the email tienda@gruposrm.com, indicating the order number. For purposes of the above window, the date and time of receipt of the request will be taken. The Company will confirm the cancellation in writing.

7.2.6. Refund. Once cancellation is accepted at no cost, The Company will refund one hundred percent (100%) of the money paid, without deductions or withholdings of any kind, within thirty (30) calendar days following.

7.3. Cancellation with deduction of expenses. Once the OPI is generated, cancellation results in a deduction from the money paid, corresponding to costs and work that The Company has already incurred. The deduction depends on the stage the order is at when the cancellation request is received:

7.3.1. Stage 1 — Pre-production (deduction of up to 20% of agreed price). Applies when the OPI has been generated and work on conceptualization or design has begun, or raw materials have been purchased, but no manual manufacturing process has been completed yet. The deduction covers administrative costs for the order, conceptualization and design work performed and raw materials purchased that cannot be reused. If The Customer requests it, The Company will provide them with the design files developed up to that point, as their value is covered by the deduction.

7.3.2. Stage 2 — Production started (50% deduction of agreed price). Applies when at least one of the manual manufacturing processes of the order has been completed, without exceeding half of the total process.

7.3.3. Stage 3 — Production advanced or completed (100% payment of agreed price). Applies when manual processes representing more than half (more than 50%) of the total order process have been completed—for example, two (2) or more completed processes in orders requiring up to three (3)—, or when manufacturing is complete. In this case The Customer must pay the full agreed price and may take possession of the product in its current state, together with the materials purchased for their order.

7.4. What is understood by "manual manufacturing process". Each of the physical production operations of the order, such as: tube cutting, wood, acrylic or PVC machining, piece printing or processed decoration, among others specific to each product type. Conceptualization and/or design work does NOT constitute manual manufacturing processes and always corresponds to Stage 1. Progress is measured over the set of manual processes required by the order: completion of the first is understood to reach Stage 2; exceeding half of said processes, Stage 3.

7.5. Accreditation of progress. The Company will accredit the stage reached to The Customer through the production order, photographic record and/or progress report, which will be delivered together with the cancellation statement.

7.6. Refund of balance. The balance in favor of The Customer, once the corresponding deduction is applied, will be refunded within thirty (30) calendar days following acceptance of the cancellation.

8. PAYMENT REVERSAL

8.1. When payment has been made with a credit card, debit card or other electronic payment instrument, The Customer may request reversal of the payment in cases provided for in article 51 of Law 1480 of 2011 and Decree 587 of 2016: (i) fraud; (ii) unauthorized transaction; (iii) product not received; (iv) product that does not match what was requested; or (v) defective product.

8.2. To do so, The Customer must file a complaint with The Company and notify their issuing entity within five (5) business days following the date they learned of the cause, indicating the reasons, the invoked cause, the amount to be reversed and the identification of the payment instrument.

9. PRODUCTION TIMES, DELIVERY AND SHIPPING

9.1. Manufacturing times, delivery or shipping are stipulated in the "Manufacturing / Delivery / Shipping Times" tab on each product's detail page, in the formal quote if requested, or in any other document sent to The Customer. In the absence of stipulation, delivery will be made within a maximum of thirty (30) calendar days following the completion of the purchase.

9.2. Contracted work generates an internal production order (OPI) at 10:00 a.m. on the business day following reporting and confirmation of payment, in accordance with clause 7.2.3. Manufacturing times are counted from the generation of the OPI.

9.3. Stipulated times may be extended due to causes attributable to The Customer: delays in decision-making, late or outside business hours delivery of material or information, delays in payments or notifications, transaction legalization times, additional requests or any decision by The Customer that modifies the contracted process. In these cases The Company will inform the new estimated deadline.

9.4. The Company will not perform work outside business hours or overload its work team to compensate for delays caused by The Customer, except by prior written agreement.

9.5. Times may also be affected by production peaks that exceed installed capacity. In such case, the additional waiting time will be reported in advance on the store, which will be added to the stipulated manufacturing/delivery/shipping time. This information will be available before purchase.

9.6. If the order includes multiple references, the manufacturing time corresponds to the product with the longest duration, plus the days for "additional unit" indicated in the other elements.

9.7. If The Company fails to meet the delivery deadline due to causes attributable to it, The Customer may demand compliance or resolution of the contract with a refund of what was paid, without prejudice to other rights granted by law.

10. DELIVERY, STORAGE AND UNCLAIMED MERCHANDISE

10.1. Delivery is understood to be at The Company's facilities; any other place is understood as shipping. Partial deliveries are not made unless previously agreed.

10.2. For all delivery or shipping, the product must be fully paid, unless an express credit agreement exists.

10.3. Once the merchandise is ready, The Company will send written notice (through the platform or registered contact channels). The Customer must claim it, confirm the delivery method or pay the corresponding freight within ten (10) calendar days following the notice.

10.4. Upon expiration of said period without response, and after a second written notice, the merchandise will be placed in storage for its protection, with the following costs charged to The Customer: (a) packing, loading, transport and unloading to the storage location: 5% of the merchandise value; (b) storage/warehousing: 5% of the merchandise value per month or fraction thereof; (c) loading, transport and unloading for return delivery or shipping: 5% of the merchandise value.

10.5. The order in the process of manufacturing or customization will also be placed in storage if it remains paralyzed due to lack of information, approvals or inputs from The Customer for more than ten (10) calendar days counted from the last written request by The Company.

10.6. Storage will extend for a maximum of twelve (12) months counted from the first notice. Upon expiration of this period without The Customer claiming the merchandise or paying associated costs, and after written notice with a minimum of fifteen (15) calendar days in advance, The Company may dispose of the goods—including their sale—to cover storage, warehousing and outstanding balance costs, delivering to The Customer any remainder, if any.

11. LEGAL AND SUPPLEMENTARY WARRANTY

11.1. All products have the legal warranty provided for in articles 7 and following of Law 1480 of 2011. The warranty term is that indicated in the technical sheet of each product (between six (6) months and three (3) years); in the absence of indication, it will be one (1) year. The term runs from delivery of the product to The Customer.

11.2. Product warranty is not conditioned on the status of other accounts, invoices or obligations of The Customer other than the claimed product.

11.3. Procedure: the request is submitted through The Company's customer service channels, which will direct it to its RMA department or that of the supplier. The purchase may be proven with the invoice or with any other means of proof (proof of payment, order record on the platform, emails, etc.). If The Customer requests a copy of the invoice, it will be issued at no cost in electronic format. The Customer or a person authorized by them may advance the procedure. Products are excepted whose warranties are validated directly with the manufacturer or its authorized service center, in which case each brand's conditions prevail.

11.4. Legal remedies and deadlines (Decree 735 of 2013): (i) free repair within thirty (30) business days following delivery of the goods for repair, or up to sixty (60) business days if a substitute good is provided on loan; (ii) if the fault repeats, The Customer may choose between a new repair, total or partial replacement of the good, or money refund; (iii) replacement will be made within ten (10) business days following; (iv) money refund will proceed in accordance with law.

11.5. To facilitate technical evaluation, it is requested to deliver the product with its accessories, manuals and original packaging. The absence of disposable original packaging (boxes, bags, fillings) will not by itself be grounds for warranty rejection. Packaging that is part of the product—suitcases, cases or transport and protection covers (for example, the canvas suitcase for stands)—are product components: they must be presented with the claim and are covered by warranty like any other part of the product.

11.6. If The Company replaces or substitutes defective merchandise, it may retain full ownership of the damaged merchandise. The substitute good will enjoy the corresponding warranty term, counted from its receipt by The Customer. Replaced parts will have their own one (1) year warranty, without extending the warranty of the rest of the product.

11.7. Limitation of liability. The Company will only be exempt from warranty when it proves that the defect comes from: force majeure or act of God; act of a third party; improper use of the good by The Customer; or failure to follow installation, use or maintenance instructions (article 16, Law 1480 of 2011). By way of illustration, and provided The Company proves the cause, the following are not covered by warranty:

• Installation or handling by unqualified personnel, when the product requires qualified installation indicated in its sheet or manual.
• Short circuits, voltage fluctuations, defective electrical systems (absence of phase-neutral-ground), absence of regulator or filter.
• Improper use, negligence, carelessness, improper packaging for transport by The Customer, modifications, accidents or natural disasters.
• Interventions or services performed by unauthorized agents, or opening or modification of the product by third parties without written approval from The Company and/or manufacturer.
• Removal, alteration or damage to security seals, barcodes, serials or identification labels.
• Use of non-original parts, devices or consumables.
• Software failures, viruses, incompatibilities or data loss unrelated to product defects; The Customer is advised to back up their information.
• Preventive maintenance and general checkup (do not constitute warranty claims).

11.8. Transport. When transport is contracted and paid directly by The Customer, damages occurring during transport, handling or storage by the carrier will be claimable against the carrier. When transport is contracted by The Company, it will be responsible for delivery of the product in good condition. Merchandise sent by The Customer whose shipping costs have not been paid in advance will not be received, except for prior approval of the shipment collect by The Company.

11.9. Accepted returns: if the warranty return is accepted, The Company will assume the value of return shipping to the registered address and will reimburse the cost of return shipping accredited by The Customer, within fifteen (15) business days following acceptance.

12. CUSTOMER SERVICE — REQUESTS, COMPLAINTS AND CLAIMS (PQR)

12.1. The Customer may submit requests, complaints, claims and warranty or retraction requests through the email gruposrm@gmail.com or through the channels indicated at https://gruposrm.com/web/inicio/datos-de-contacto-ubicacion-horario-laboral/. The Company will respond within fifteen (15) business days following receipt.

12.2. After the above procedure is completed, or at any time, The Customer may go to the Superintendency of Industry and Commerce (www.sic.gov.co) or to the competent courts.

13. PROTECTION OF PERSONAL DATA

13.1. Personal data provided during registration and purchase will be processed in accordance with Law 1581 of 2012 and The Company's Personal Data Treatment Policy, available at https://gruposrm.com/web/inicio/politicas-de-privacidad/. The Customer may exercise at any time their rights to know, update, correct and delete their data.

14. APPLICABLE LAW AND JURISDICTION

14.1. These conditions are governed by Colombian law and, in particular, by Law 1480 of 2011 (Consumer Statute) and its regulatory decrees. Nothing provided herein limits, excludes or conditions the rights that law grants to the consumer; any contrary provision will be deemed not written.

14.2. Disputes arising from the consumer relationship may be handled before the Superintendency of Industry and Commerce or before the competent courts, in accordance with general rules of competence.

If you have any questions about these conditions, consult with us before completing your purchase, or refrain from continuing the process.