Exchange and warranty policies

EXCHANGES:

We allow the exchange of line items for the following concepts: size, color or reference, within a maximum period of 5 calendar days from the date of receiving your purchase, as long as it has not been used, damaged, washed, modified and is not a promotional item.

In case of exchanging the item for one of lesser value, no refunds will be made, the difference will be applied to the purchase of another item or service; In the case of exchanging the item for one of greater value, the customer will cancel the excess. The new item chosen must be within the available stock of the store. To make the exchange, it is necessary to present the purchase invoice and the item with its proper labels and original packaging and the good condition of the item will be verified and that it complies with the above details. The customer is the one who assumes the shipping and freight costs.

WARRANTY:

If upon removing the garment from its packaging you consider that it has a defect, whether in the fabrics, the workmanship, or in any of its components or accessories, do not use the garment, as it can only be accepted for review if the product has not been used, washed, or modified and is kept in its original packaging. Please follow the following steps:

Contact us so that you do not send the product to our address and fill out the “warranty request” form. Contact phone number: (+57) 3168366611. You must present us with the purchase invoice and send the product with its labels and original packaging.

The item is subject to analysis of its condition by our qualified personnel. The response to the warranty request will be given within a maximum of 2 business days from the moment we receive the item (this period does not include the time needed in case the repair of the item is feasible).
Once the quality auditor carries out the review and finds a defect in the raw materials, supplies or manufacturing, he/she may proceed to one of the following alternatives:
Repair of the item: This is the first option, if this can be carried out and guaranteed. The delivery time will be subject to the availability of the required supplies and will not be more than 8 business days. Once the repair has been carried out, the customer must claim the item within a maximum of two months. After this time, the store is not responsible for it.
Exchange of the item: The item that is the reason for the claim is replaced by another, it may be the same reference or another of the same value paid and that is within the available stock. In the event that the value of the new product is lower, no refunds will be made, the difference will be applied to the purchase of another item or service; In the case of exchanging the item for one of greater value, the customer will pay the excess.
Validity: Once the change is authorized, there is a time limit of three months to make it effective.

Exchange is only authorized when: the repair cannot be carried out, the request is within the warranty period and the existence of a quality problem is proven.

Denial of exchange: due to the fact that no defects or quality problems are found or due to expiration of the warranty period. If the quality auditor determines that the defect or fault is attributable to poor care of the item by the customer, the cost of repair or replacement of the item will be the responsibility of the customer. In the case of repair, the billing procedure for the sale of services will be followed.
The stipulated time for the presentation of the warranty claim is 15 calendar days from the date of receipt of your purchase.