WARRANTY POLICIES
Rules for making effective the guarantee of the products acquired in PERFUM BY ALEJA VELASQUEZ SAS hereinafter the “COMPANY”
In this COMPANY we take responsibility for the quality, suitability, safety, good condition and operation of our products.
Each of the products you purchase from us has a 30-calendar-day warranty from delivery. To access the warranty you must take into account the following:
First: To request the effectiveness of the guarantee, you must:
- Inform us of the damage to the product, make it available to the COMPANY at the same place where it was delivered to you upon purchase or at the service points provided by us, it is your choice.
- indicate the date of purchase
Second : The term of the guarantee will be suspended while you as a consumer are deprived of the use of the product due to the effectiveness of the guarantee.
Third : If the product is completely replaced, the warranty period will start again in full from the moment of replacement. If one or more parts of the product are replaced, these will have their own warranty.
Fourth : Repair of product defects is completely free of charge, as is its transport, if necessary, and the timely supply of spare parts. If the product cannot be repaired, it will be replaced.
Fifth : If the failure occurs again, we will exchange the product for a new one.
Sixth : In the event that the COMPANY denies compliance with a guarantee, it will state in writing and in a reasoned manner the reasons for doing so, with the evidence justifying its decision. The written document and the evidence will be delivered to you at the time of informing you of the decision.
CONSTANCES
When you return a product to make use of the guarantee, we will give you a receipt in accordance with the rules established for the provision of the service, and it will indicate the reasons for the claim.
In the event that the product is repaired in compliance with a warranty, we will provide you with proof of repair indicating the following:
- Description of the repair carried out.
- The parts replaced or repaired.
- The date you delivered the product, and
- The date of return of the product.
DISCLAIMER
The COMPANY will not be responsible for the guarantee, when it proves that the defect comes from:
- Force majeure or fortuitous event;
- The act of a third party;
- Misuse of the goods by the consumer, and
- That the consumer did not follow the instructions for use or maintenance indicated in the product manual and in the warranty (issued by the COMPANY)
The repaired or replacement product will be delivered to you at the same place where you requested the warranty. If transportation is required for the item, the costs must be assumed by the COMPANY.
In the event that the consumer opts for a refund, in cases where it is impossible to repair or the fault is repeated, it must be done on the sale price actually paid for the product, after delivery of the purchased product.
Instruction manuals on the use of the product must be physically delivered to the consumer, and may also be made available to the consumer through virtual channels.
WARRANTY TERMS:
In the event of requesting the repair of the product under warranty, the COMPANY will do so within thirty (30) business days, counted from the day after delivery of the product for repair.
In the event of requesting a change of product, the COMPANY will make the replacement within ten (10) business days following the moment in which the consumer makes the product available to the producer or retailer.
In the event that the product cannot be repaired or the failure is repeated, and the consumer opts for a refund as a guarantee, the COMPANY will do so within fifteen (30) business days following the moment in which the consumer makes the product available to the COMPANY.
In any case, once the consumer is informed of the decision adopted by the COMPANY in the direct claim, he/she will have a period of fifteen (15) business days to make the product subject to the guarantee available to the COMPANY.
WITHDRAWAL POLICIES
If you changed your mind about the purchase you made, don't worry, we will explain our withdrawal policies.
Our products have a seal of our brand on their packaging. To retract the purchase, both the product and the seal must be intact . If the product is opened or the seal is damaged or amended, the withdrawal will not be recognized, taking into account that they are products for personal use.
If you meet the above condition and want to retract the purchase, you must inform us within five (5) business days following delivery of the product to the email info@perfumbyaleja.com or through our PQRS form.
The product must be returned by the same means and in the same conditions in which you received it. The shipping costs and any other costs involved in returning the product must be covered by the consumer. Please note that when requesting a withdrawal, the COMPANY has 30 days from your request to refund your money.
SHIPPING
We ship all over Colombia. The cost and time of shipping depends on where you are. Please note that deliveries are only made on business days.
Time:
- Medellin and Metropolitan Area: 4 days
- Other major cities: 6 days
- Others: up to 10 days.
Costs:
The shipping cost will be calculated at the time of verification of the delivery location depending on where you are located.
- Local shipments: Medellín and Metropolitan Area: between 12,000 and 15,000
- National Shipping: between 15,000 and 20,000
For purchases over $600,000 on our website, shipping is free.
Your products are packed with love and diligence, but in case any incident occurs and it does not reach you in perfect condition, contact us within 2 business days after receiving your product.
Please check the shipping address carefully. In case we have to reprocess this procedure due to incorrect or inaccurate information, you must pay the cost again.
PAYMENTS
We have different payment methods for your convenience.
- Bank transfer to our account
- Through our website (ePayco and Mercado Pago, Addi or Credishop)
- Cash on delivery *
* Please note that this service outside the Metropolitan Area has an additional cost of 3% on the total value of the purchase, which is charged by Coordinadora, the cash on delivery service provider.
Through our channels your purchase is safe.
Our website has a link or button that will allow you to redirect to banking entities or payment methods to cancel your purchase; PERFUM BY ALEJA VELASQUEZ SAS is not responsible for the lack of availability or access to them, nor for errors or damages that may occur.
Once payment is verified, we will proceed to schedule the shipment of your products.
REFUNDS
PERFUM BY ALEJA VELASQUEZ SAS does not refund money unless required in compliance with the legal guarantee or in compliance with the withdrawal policies.
CHANGES
In the event that the purchased product is in perfect condition, has not been opened and the seal of our brand is not damaged or amended, within 8 business days following receipt of the product in case you wish to exchange the product you purchased, PERFUM BY ALEJA VELASQUEZ SAS may give you a voucher for the value paid for the product, so that you can purchase other products of our brand.
