Exchange and Warranty Policy
Exchange and Warranty Policy
CHANGES
To process any exchange request that is not based on the product warranty, you must meet the following conditions: 1) Comply with the maximum period to request an exchange, which is eight (08) calendar days from the date of delivery of the product; 2) The product must not be used, must not have been modified and must be in perfect condition; 3) The product must contain the original labels, accessories and packaging.
Exchanges are not accepted for: underwear, tops, stockings, accessories, swimwear, lingerie, jewelry, personal care products, personal items with a biosecurity risk, face masks, items purchased in another country, at outlet stores, or products purchased on sale through the website, mobile apps, social media, and physical points of sale where discount percentages applicable to the value of the products are indicated.
The exchange will be made for the purchase price paid by the customer or, failing that, for the value of the product registered in the system on the day of the exchange. The exchange must be for a value equal to or greater than the value of the product, in which case the customer will pay the excess. The exchange must be made at the store where the customer made the exchange request. No refunds are issued. All product exchanges, whether in physical stores or on the website, are subject to inventory availability.
For the purposes of requesting a change, we recommend that you take into account:
1.It is important that you try on the garments before removing the tag.
2. You must present a document equivalent to a purchase invoice and/or purchase order, as appropriate.
3. In accordance with applicable regulations, for exchanges, we may charge for the transportation service required for the return and delivery of the products being exchanged. This will be announced when responding to your request.
WARRANTIES
The warranty covers manufacturing defects, the warranty term is: one (1) day for products purchased in Offers either through the website, mobile applications, social networks and physical points of sale where discount percentages applicable to the value of the products are indicated and thirty (30) calendar days for other products. The warranty term is counted from the date of delivery of the product. The warranty does not cover normal deterioration of the product, misuse, or damage caused by not following the care or maintenance instructions for the products.
It is understood that the products are in compliance with the contract provided that (i) they conform to the description made by us and possess the qualities that we have presented on this website, (ii) they are suitable for the uses to which products of the same type are ordinarily intended and (iii) they present the quality and performance usual for a product of the same type that can reasonably be expected.
The products we sell, especially handcrafted products, may often exhibit the characteristics of the natural materials used in their manufacture. These characteristics, such as variations in grain, texture, knots, and color, are not considered defects. On the contrary, their presence should be expected and appreciated. We only select products of the highest quality, but natural characteristics are inevitable and should be accepted as part of the product's individual appearance.
PROCEDURE FOR EXCHANGES AND WARRANTY
To redeem the warranty or exchange any of the products purchased through our website, mobile apps, social media, and physical points of sale, the customer may submit their request through any of the following means:
WhatsApp +57 305 4265170
Application at a physical point of sale, in Medellín, Laureles headquarters, Calle 37 # 80 AA – 25, El Tesoro Headquarters, Local 3051, in Cali, Carrera 104 # 14 – 100, Babilla Plaza Shopping Center, Local 15
For these purposes, the consumer must provide the buyer's full name and ID number, purchase order number, invoice number, and any other information deemed relevant for warranty or exchange support.
The customer service department will review the request and, if appropriate, request the product be returned for physical inspection. Coordinating with the customer how the product should be returned will be done.
In the event that the warranty is applicable, the procedure for making it effective will be indicated and if not, a formal response will be generated explaining the reasons why it is not applicable and the product(s) will be returned to the initial shipping address.
Any late application will not be processed.
WHEN DOES THE WARRANTY NOT APPLY?
The warranty period has expired, starting from the date the item was delivered.
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Failure to follow the garment's care and use instructions detailed on the label.
Use of deodorants, creams, oils, lotions and/or any other body products or chemicals that discolor fabrics.
Use of chemicals or bleach in washing.
Faded by direct sun drying.
The garment was altered or modified by the customer and therefore its shape was damaged.
The print, appliqué or embroidery was ironed.
Normal wear and tear of the garment
The design of the garment has an artisanal process that makes each garment have unique and irregular finishes between the same batch.
It is evident that the garment has been violated, modified or altered by the customer.
