The customer has a return period of 10 working days from the date the carrier delivers your order to the address supplied in the purchase. You must notify about the return before 10 business days are met through one of our care channels. The return must be sent by any means and the associated costs will be borne by the buyer. The shipping date that is recorded in the return guide must not exceed 10 business days from the initial date of receipt.
Please note that promotional or discounted products have no change. In some cases, special conditions will apply that will depend on the dynamics or activity on which you are buying them.
To return the product you can use the same packaging in which we deliver your order or use a packaging of your choice, however it is important that the packaging is appropriate according to the nature of the product so that it cannot be affected during the transport process.
The product must be returned in optimal condition, without traces of use. Once the product is received in our warehouse, we will check the conditions of the same and according to the results, a new product will be sent to you or you will be given a coupon for a new purchase.
You can choose from the following options:
- Product change (Subject to inventory availability at the time of change). Changes can only be made for products with a value equal to or less than the original and the difference, if applicable, will be delivered on a coupon for a new purchase in the online store. If there is no availability for the change, the value of the product(s) will be delivered on a coupon for a new purchase.
- Coupon to make a new purchase (This coupon is valid for six months from the date of creation).
- Refund of money. (Product quality requests only).
Here are the times for each of the options:
- Changes will be dispatched according to inventory availability and will apply the same times as a regular delivery.
- The coupon to make a new purchase will be shipped approximately in 2 business days after receiving the product in the warehouse.
- Money back: Depending on the means of payment you have used for your purchase, the refund will be made via electronic transfer or to your credit card. Partial refunds will be processed by electronic transfer.
Through electronic transfer, the process can take 5 to 7 business days. The refund to your credit card can take up to 30 business days, this time is estimated and is subject to the internal process of the card issuing bank. ____________________________________
After receiving the product in our warehouse, we will send you a refund request form for you to digest, once we confirm the receipt of this format will start counting the time for your refund.
In case your product does not meet the conditions to accept the return. We will inform you by message to your email the reason why the change and/ or warranty does not proceed and the product will be returned to the initial shipping address.
RIGHT OF RETRACTION
In accordance with the right of withdrawal enshrined in Law 1480 of 2011, the consumer must exercise this right within the next 5 business dayss as of the date the product was delivered. For the return invoking the right of withdrawal the customer must return the product by the same means and under the same conditions in which he received it, approaching an authorized point of the conveyor and using only the guide provided by the trade.
In the event that all of the above conditions are met, ___________________________ will refund to the consumer all sums paid without any discounts or withholdings. To learn more about your right and the obligations you give off to exercise it, please consult the decree in www.sic.gov.co.
The law provides that in sales made through e-commerce mechanisms and/or online sales, and a credit card, debit card or any other means of electronic payment has been used to make the payment card, the participants of the payment process must reverse the payments requested by the consumer when subject to:
- Corresponds to an unsolicited transaction.
- You have not received the product purchased within the time reported in the delivery policy
- The delivered product does not correspond to the requested or is defective.
If any of the above causes are met and to proceed with the reversal of the payment, within five (5) business days the consumer must return the product, where appropriate, and notify the issuer of the electronic payment method used to make the purchase, which, in conjunction with the other participants of the payment process, , proceed to reverse the transaction to the buyer.