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Terms and Conditions



Exchange and return policies

• To make an exchange or return, the customer must send an email to the email address or call the phone number referenced in the STORE DATA.

• Products purchased through the Virtual Store can be exchanged or returned as long as the following conditions are met:

• Request the exchange or return within a period of no more than 30 calendar days, counted from the moment of delivery of the product to the address specified by the customer.

• You can request a product change 

• Any exchange or return requires presentation of the purchase invoice.

•  The merchandise must be in good condition, unused, with its original packaging, promotions and labels attached to it, that is, it must not have dirty parts, breaks, amendments or any type of anomaly; If so, the client must be referred to the guarantee process.

• The shipping costs of changing or returning the order will be assumed by the customer.

• In the event that the client requests a refund of the money, THE COMPANY will return to the client the total amount paid, discounting the applicable costs. This refund will be made within a period of no more than 40 business days from the customer's notification of the return.

• The change request will be analyzed by THE COMPANY to verify compliance with the requirements already indicated, the maximum time to respond to a request for a change of merchandise is 15 business days.

• To make the change, different from a warranty claim, it is a fundamental requirement to present the purchase invoice.


Purchase Guarantee Policies

• If the product purchased through the virtual store has any manufacturing defect or quality problems, the customer must send an email to the email address referenced in the header of this document; or failing that, to the telephone number described.

•  If the product is required to be removed from the customer's home, the cost of shipping the product for evaluation and/or recognition of the warranty will be assumed by THE COMPANY.

• the product must be returned by the same means and in the same condition in which it was received (with its labels and packaging in perfect condition) 


Contingency and Support Policy

• THE COMPANY has a process for contingencies and support, where it will have permanent contact with the service providers of the Virtual Store; in the sense of reporting the different situations that may arise during the provision of the service and/or affect it in order to mitigate risks in a timely manner. This refers to contingencies related to e-Commerce platform events, transportation logistics events, Public Order events, Payment Gateway events, among others.

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