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Refund policy & Returns

The online store has a return period of 10 business days from the date the carrier delivers your order to the address provided at the time of purchase. You must notify us of the return before the 10 business days expire through one of our customer service channels.

If you wish to return your product, you can do so in the following ways:

    • – La línea de Servicio al cliente de al (601 213 23 90 – 317 5026246), en horario de lunes a viernes de 8:00 am a 5:00 pm
    • – A través de nuestro correo ([email protected])
    • – En nuestra página web  o en el buzón de contacto en pagina ‘Contacto’ de nuestra tienda online
    • Through our online store's customer service chat.

You can choose from the following options:

1.- Money refund (applies only to warranty cases and withdrawal rights):

  • Through a bank transfer (savings account, checking account, mobile banking): the refund will be processed within approximately five business days after receiving the product back at our warehouse.
  • Through a payment reversal: fifteen business days after receiving the product at our warehouse. This reversal will be processed by your bank, so any inquiries should be directed to them.

2.- Product exchange (subject to inventory availability at the time of exchange). Only exchanges for products of equal or lesser value than the original purchase are allowed, and any price difference will be issued as a coupon for a new purchase in the online store. If the desired exchange product is not available, the value of the product(s) will be issued as a coupon for a new purchase.

3.- Coupon for a new purchase (valid for six months from the creation date).

The product must be returned in optimal conditions, without any signs of use, with the original tags attached. If the tags have been removed, please include them in the packaging. Once we receive the product at our warehouse, we will verify its condition, and based on the results, we will either send you a new product or provide you with a coupon for a new purchase.

  • Please note that products on promotion, discounted items, and items from the "OFFERS" section are not eligible for return. In some cases, special conditions may apply depending on the specific dynamics or activities associated with the purchase. We recommend reviewing the terms and conditions of each activity or promotion in the current activities and promotions section.
  • If the return is not approved, we will inform you via email, and the product will be returned to the initial shipping address.
  • Exchanges will be dispatched approximately within 3 business days after the product is received at the warehouse and will follow the same delivery timelines as regular shipments.
  • The transportation costs and any other expenses associated with the return will be covered by the consumer.

Refund Policy

Podrás acercarte a cualquiera de nuestros almacenes o comunicarte con la línea de atención al cliente en Bogotá: 601 213 23 90 o a la línea Nacional: 317 5026246 o al correo [email protected] e informar la novedad. Allí te informarán el proceso a seguir.

The product must be in perfect condition (unused, in its original packaging, without any modifications) and accompanied by the invoice or proof of purchase. You have a maximum of 10 days to visit any of our stores or contact us. The product will be inspected, and the appropriate process will be carried out to fulfill your request.

Once the return is agreed upon, a new product will be provided (subject to availability) or a refund will be issued. Cash refunds are not available. For bank transfers, the process may take up to 7 business days, while reversals to credit cards via PayPal or PayU will depend on the specific financial institution and may take approximately 15 business days. The Right of Withdrawal applies.

The transportation costs and any other expenses associated with the return will be covered by the consumer.

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