WARRANTIES, RETURNS AND EXCHANGES
Policy on Returns, Warranties, Withdrawals and Shortages
Monastery Couture S.A.S., a company created by private document and registered with the Chamber of Commerce of Medellin for Antioquia, domiciled in the city of Medellin, in the midst of its own autonomy as a company that sells clothing, beauty items and clothing accessories, abiding by the legal provisions that it is obliged to apply, as established in Law 1480 of 2011 and the Regulatory Decree 735 of April 17, 2013 of Colombian laws, is thus established the following Policy of Returns, Warranty and Withdrawal.
It should be noted that this policy has two parts, one covers end customers and the second one covers authorized distributors of the brand.
POLICIES APPLIED TO FINAL CONSUMERS
RETURNS
Our return policy lasts 30 calendar days from the day the product reaches the customer or the day it is purchased at our direct point of sale. If more than 30 calendar days have passed since your purchase, unfortunately we cannot offer you a credit or exchange.
To be eligible for a return, your item must be unused and in the same condition as you received it. It must also be in the original packaging and with the original tags, with no damage to the tags.
Monastery Couture S.A.S., will never refund money already paid, the customer may have the balance in favor of the garment already paid, it will be valid for use for one year following the time you are provided the code to redeem this balance in favor. Communication that will be made through email, telephone or WhatsApp that are in the company's databases. If the price of the garment chosen for exchange is higher, the customer must pay the excess, but if it is lower, the customer will have the difference as a credit balance.
We do not accept the return of undergarments or swimwear.
Other non-returnable items:
- Gift cards
- Health, beauty and personal care items.
To complete your return, we require a receipt or proof of purchase.
Please, before sending the products, contact us at support@monastery.com.co or via WhatsApp +57 316 027 0502, to coordinate the shipment to our facilities.
All items must be sent to the address Carrera 52 # 6 sur - 91, to Monastery Couture S.A.S. in the city of Medellin in Colombia. The return costs will be charged to the end customer.
The articles that have a discount, will not have application of this return policy, the customer may not return discounted products.
To exercise the right to exchange, the products must meet the following requirements:
- Not having been used the garment.
- The garment must have all its tags.
- Not be dirty.
- Not have traces of use of deodorants or makeup with chemicals that discolor or deteriorate the fabrics.
- Not have traces of use of chemicals or bleach.
- No fading.
- The garment should not have been altered or modified by the consumer.
- The last of the garment must be perfect.
- The print, appliqués or embroidery must not have inconsistencies due to washing, ironing or adulteration.
- The garment must be in the same condition in which it was purchased.
- They must keep the original label. We suggest that you try on the garments before picking them up.
- You must present the purchase invoice, or indicate the buyer's ID number.
- Underwear, socks, leggings, fragrances and costume jewelry cannot be exchanged.
GUARANTEES
As established in Law 1480 of 2011, in Title III, Chapter I, in articles 7 to 17; and in the provisions of Decree 735 of 2013 of Colombian laws, where the warranty is regulated.
Monastery Couture S.A.S. establishes a warranty of 30 calendar days counted from the moment the final customer receives the product, this warranty time is for all products marketed by Monastery Couture S.A.S.
The warranty is for quality defects, for imperfections of the products, which in first measure will be solved as established in the Colombian legislation, that is, a repair will be made to the original product if it allows it, if it does not accept repair, the customer may obtain another product of the same reference and specifications, the balance in favor for purchases of other products or the return of the money.
The responsibility of the warranty is limited, if the customer does not follow the instructions of use of the products.
The process to request warranty, is that the customer informs the email support@monastery.com.co or via WhatsApp line +57 316 027 0502, the novelty that has with the garment, in order to give instructions to follow the process. The product under warranty must be sent to the address Carrera 52 # 6 sur - 91, to Monastery Couture S.A.S. in the city of Medellin in Colombia with a note indicating the reason for shipment and the order number. The product should not be sent without prior authorization, as Monastery Couture is not responsible for what happens to the product, since a follow-up is required.
Once the product is at the address mentioned above, it will be submitted to a quality evaluation process, to see if the product indeed has a quality problem, or if it was a negligence on the part of the final consumer due to the misuse given to the garment.
If the warranty is accepted, the company will communicate with the person, giving an answer to the same, and indicating whether the correction will be made to the product, or the other possibilities granted by Colombian law.
If the warranty is not accepted, the customer must assume the transportation costs incurred to process the requirement, the company will inform and will give transfer to communicated where the technical reasons will be exposed and in the same way photographic material for the rejection of the warranty. The customer must deposit the cost of transportation to the account where indicated, in order to send the product that was presented for warranty and so the customer can have it back.
The maximum time to fulfill the warranty process, will be 30 working days, counted from the day following the date on which the consumer submits the warranty request.
The terms that there is doubt and have not been established in this policy, will be resolved as provided by Colombian legislation and jurisprudence.
RETRACT
The withdrawal is enshrined in the law 1480 of 2011, Title VII, Chapter V, Article 47, this right may be executed by the final consumer, within 5 working days from the time the customer receives the product.
This right only operates for purchases made through virtual channels, face-to-face sales are not covered by this right.
The end customer must contact the email support@monastery.com.co or via WhatsApp line +57 316 027 0502, within 5 working days from the time the product arrives at your home and that is the record of delivery by the carrier.
Once the person has communication, they will be given the steps to follow to exercise their right of withdrawal, which must bear the transportation costs to deliver the products to the address Carrera 52 # 6 sur - 91, on behalf of Monastery Couture S.A.S. in the city of Medellin in Colombia, with an attached note indicating in the subject that the shipment is for withdrawal with the order number. The final customer must communicate first and wait for indications before sending the products, since Monastery Couture S.A.S. must follow up the shipment.
The products must be kept in the way they arrived, with the respective labels, tags, accessories or any other quality that does not deteriorate the product. The product must not be used, otherwise we cannot offer the right of withdrawal.
Once the product is verified that it is in the same conditions as it was delivered to the final customer, we will proceed to request the respective certification of the bank account of the person who made the purchase in order to refund the money.
The money with which the respective original purchase was made will be returned.
Anything not provided for herein shall be resolved according to the provisions of Colombian legislation and case law on the specific subject matter.
MISSING
If at the moment of receiving the product it is observed that the packaging is not in optimal conditions, or shows signs of having been altered, it is the duty of the client to place the observation in the receipt guide. Likewise, it is the customer's duty to make a filmic proof, where the state in which the product arrived is demonstrated, as well as at the moment of opening and counting the products, it is observed that there is a lack of the product.
The end customer must attach this evidence and must be sent to the email support@monastery.com.co or via WhatsApp line +57 316 027 0502, where you will be given the instructions and steps to follow.
This type of claims must be made within 48 hours of receipt of the products.
Monastery Couture S.A.S. disclaims liability if at the time of receiving the product is not recorded in the guide of the carrier of the bad packaging or the state in which the product arrived, likewise if the video provided, it is observed that the product had been opened previously, or inconsistencies are observed to the same.