EXCHANGE, RETURN AND WARRANTY POLICIES
- GENERAL RECOMMENDATIONS
Keep the invoice or a copy, proof of payment if the purchase was made electronically in order to expedite the service.
If the product is received at home, be sure to CHECK IT WELL before signing the delivery document for compliance, verifying that the PRODUCT is in perfect condition, without breaks, amendments, or any record of damage. Remember that the signature is an acceptance of receiving the product to satisfaction.
If you require help installing the product, MERLATINO SAS is not responsible for unbilled installation services.
Read the instructions for use carefully.
To obtain 100% use of the products purchased at MERLATINO SAS, it is recommended to review the packaging and its physical and aesthetic condition, before starting to enjoy the purchased product.
To request CHANGES DUE TO SIZE OR FACTORY DEFECTthe product must be in optimal conditions and in the same state in which it was received, complete and packaged in its respective bag or box, with all its accessories and accessories (laces, insoles, lasts, buttons, belts, chains, rhinestones and ornamental elements as the case may be) complete and in good condition. The time limit to make the change request is 30 calendar days from the customer’s receipt of the product.
To request CHANGES DUE TO A DIFFERENT REFERENCEthe product must be in optimal conditions and in the same state in which it was received, complete and packaged in its respective bag or box, with all its accessories and accessories (laces, insoles, lasts, buttons, belts, chains, rhinestones and ornamental elements as the case may be) complete and in good condition. Additionally, it must be taken into account that if the different reference for which you want to change has a Higher value, the client must pay the excess of the value that is needed, if, on the contrary, the reference for which you want to make the change has a lower value, a process for returning the balance in favor must begin, which will take the relevant time that will be informed to the client by the staff in charge. The time limit to make the change request is 30 calendar days from the customer’s receipt of the product.
RIGHT TO WITHDRAWAL.
In accordance with the provisions of article 47 of the Consumer Statute (Law 1480 of 2011), the User/Client may return the COST LESS products purchased within five (5) business days following their delivery date. To exercise the right of withdrawal, the User/Client must contact our Customer Service area through the channels provided with agents in the CUSTOMER SERVICE / RETURNS AND GUARANTEES section, expressing the respective withdrawal request, our Service area The Client will schedule the corresponding collection of the product to be returned, the User/Client, according to the packaging instructions, will deliver the product in the same conditions in which they received it. At the time of coordinating the return of the product with the User/Client, they will be informed of the costs derived from its transportation, specifying at that time who will be responsible for such transportation costs.
In accordance with the provisions of the aforementioned Consumer Statute, the following cases are exempt from the right of withdrawal, and according to the corporate purpose carried out by MERLATINO SAS:
• Product that shows signs of use, dirt or wear, is damaged or deteriorated and does not retain all its parts, components, labels, labels or decorative or ornamental accessories, as the case may be.
After the withdrawal request and having provided the necessary data for the respective process, the refund of the money, without any discounts or withholdings for any reason, will be made according to *Law 1480 of 2011, literal H of article 50*, which stipulates that the maximum period is (30) calendar days, however the return by MERLATINO SAS, and as an “Internal, extralegal policy” usually takes a shorter time of approximately (15) business days, from the moment it is exercised the right of withdrawal, of which the respective notification will be received from CUESTA MENOS to the emails provided at the time of submitting the request.
The refund will be made under the following terms:
MERLATINO SAS has additional mechanisms to refund the money for the withdrawal request. The payment mechanisms are those listed below, which must have express declaration and acceptance by the User/Client to make the refund through any of these mechanisms:
to. Refund of money via Bank (covers payments made on delivery and covers payments from our website, through PayU “debit”). The following documentation will be requested:
- Purchase order number.
- Bank account certificate.
- Photocopy of the holder’s Identity Document.
b. Cash back for credit card transaction (covers payments from our website, through PayU “credit card”). The following documentation will be requested:
- Purchase order number.
- Bank account certificate.
- Photocopy of the holder’s Identity Document.
The payment cancellation will be processed directly with PayU, the filing number will be sent in 1 to 3 business days. After receiving the filing, the client will be informed of the refund of the money, which will be reflected directly on their credit card in an estimated period of time of 15 to 25 business days (Monday to Friday).
c. Refund of money by ADDI (covers payments from our website, through the ADDI platform). The following documentation will be requested:
- Purchase order number.
- Identity document of the holder.
The payment cancellation will be processed directly with ADDI, the filing number will be sent in 1 to 3 business days. After receiving the filing, Addi will contact you if you have already paid part of the credit and will inform the client of the refund of the money, which will be reflected directly in their account in an estimated period of time of 24 – 48.
d. Refund of money by SISTECRÉDITO (covers payments from our website, through the SISTECRÉDITO platform). The following documentation will be requested:
- Purchase order number.
- Identity document of the holder.
The payment cancellation will be processed directly with SISTECRÉDITO, the filing number will be sent in 1 to 2 business days. After receiving the filing, Sistecrédito will directly notify you of the cancellation and provide you with the corresponding information.
PROCEDURE:
You can submit exchange, return or warranty requests through the following channels:
Email to account: [email protected]
The request must be accompanied by the purchase invoice or the document that proves that the product was purchased with MERLATINO SAS
Once the returned product is received, the condition of the product will be verified.
In the following five (5) business days, MERLATINO SAS will inform you if the product meets the established criteria for exchange, return or guarantee, according to request.
If the product does not meet the criteria of the exchange, returns and guarantee policy, you will be informed indicating the reason why the exchange or guarantee is not applicable and the product will be returned collect to the initial shipping address.
Do not ship the product without having authorization from the Customer Service Area.
CLICK HERE TO SEE TERMS AND CONDITIONS
