RETURN AND REFUND POLICY
RIGHT OF WITHDRAWAL
In accordance with the provisions of art. 47 of the Consumer Statute (Law 1480 of 2011), the customer may return the purchased goods within five (5) business days following the date of delivery of the goods. To exercise the right of withdrawal, the customer must return the product to MAURICIO TORO by the same means and in the same conditions in which it was received. At the time of coordinating the return of the product with the customer, the costs arising from its transportation will be informed, 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 Mauricio Toro:
- Product made according to the User/Client's specifications or clearly personalized.
The Product must not show signs of use, dirt or wear, be damaged or deteriorated and must retain the original label and all its marks.
Mauricio Toro will return to the client all amounts paid without making any discounts or withholdings for any reason, within a maximum period of thirty (30) calendar days from the moment in which the right was exercised.
To exercise your right of withdrawal, you must communicate it through one of the following options:
Email: mauriciotorostore@gmail.com
WhatsApp : +573152452761
The refund will be made under the terms described in this document.
PRODUCT CHANGES.
SUSPENSION OF TERMS, WARRANTIES AND EXCHANGES : The User/Customer may exchange the products received once he/she has contacted the Customer Service Department and said request is authorized. The exchange of the products will be at the expense and risk of Mauricio Toro. It is important that when the User/Customer makes the exchange request, he/she considers all the products he/she wants to exchange. In the event that a second exchange is requested, Mauricio Toro reserves the right to accept or reject the second request, and if accepted, the shipping costs will be assumed by the User/Customer.
To make changes, the following must be taken into account:
CLOTHES:
- Thirty (30) days to make the change from the moment the product is received.
- The Product must NOT show signs of use, dirt or wear, be damaged or deteriorated and must retain the original label and all its marks.
- The product on promotion or discount cannot be exchanged, except for products that present some quality or suitability problem, in which case, it will be processed as a guarantee.
- Personal use products (such as underwear, socks, accessories (glasses and jewelry), and personal protection products) cannot be exchanged.
- The exchange must be for a value equal to or greater than the value of the product, in which case the customer will pay the excess value.
- The product purchased in MAURICIO TORO stores cannot be exchanged through www.mauriciotorobrand.com
Changes may be requested as follows:
- Changes across service channels:
Email : mauriciotorostore@gmail.com
WhatsApp : +57 3153452761
Any change is subject to inventory availability, the site validates the existence of the product and according to this validation, a response will be given to the User/Client, within a period of no more than (15) business days, through any of the contact information provided by them.
The Customer must return the product to be exchanged to Mauricio Toro's warehouses within 15 calendar days of receipt of the product. Failure to do so will be deemed to mean that the Customer has withdrawn the exchange request.
Once the product change has been requested, you can choose between the following options:
EXCHANGE OF THE PRODUCT BY SIZE, REFERENCE OR COLOR
Refund : This will be made under the terms described in this document.
PRODUCT WARRANTY
SUSPENSION TERMS WARRANTIES AND EXCHANGES : If the Mauricio Toro product that you purchased through our website has any damage, imperfection, manufacturing defect or quality or suitability problem, you have complied with all the care and washing recommendations, and the warranty term is valid:
CLOTHES:
- The garment must be clean and in perfect condition (check the washing instructions inside the garment).
The client/User may make his/her warranty request through:
- Service channels :
Email : mauriciotorostore@gmail.com
WhatsApp: +57 3152452761
Providing the buyer's full name, ID number, purchase order number, equivalent document or invoice number and/or other information considered relevant to process the request.
Mauricio Toro's Customer Service Department will review the request and, if applicable, will request the return of the product for review. The collection of the product will be coordinated with Mauricio Toro or with the transport company that made the delivery, as indicated to the customer.
Occasionally, in order to expedite the warranty process, photographs of the entire product, the defect or damage, or the washing instruction label will be requested.
Based on the analysis carried out, a formal response will be generated to the client, informing them whether the warranty claim is valid or not.
In the event that the warranty is applicable, Mauricio Toro will indicate the procedure to make it effective. In the event that the product warranty claim is not applicable, the customer will be explained the reasons why it will not be effective, returning the product(s) to the initial shipping address or to the address indicated by the customer.
If the warranty applies, Mauricio Toro has a period of 30 days to repair the item, 15 days to return the money and 10 days to exchange (replace) the item.
The refund will be made under the terms described in this document.
REVERSAL OF PAYMENT
The law provides that sales made through electronic commerce mechanisms, such as the Internet, in which payment methods such as credit cards, debit cards or any other similar payment instrument have been used, must be reversed at the request of the consumer when he or she is the object of fraud, corresponds to an unsolicited transaction, the purchased product is not received, or the product delivered does not correspond to what was requested or is defective.
In order for the payment reversal to proceed, the Client/User within FIVE (5) business days following the date on which he/she became aware of the fraudulent or unsolicited transaction or that he/she should have received the product or received it defective or not corresponding to what was requested, must file the complaint with Mauricio Toro and return the product, when applicable, and notify the issuer of the electronic payment instrument used to make the purchase of the claim, which, together with the other participants in the payment process, will proceed to reverse the transaction to the Client/User. Once the reversal request has been submitted by the Client/User to the issuer of the electronic payment instrument used, the participants in the payment process will have a term of 15 business days to make it effective, the above in accordance with the provisions of Art. 51 of Law 1480 of 2011.
The client/User may make a payment reversal request through:
Email : mauriciotorostore@gmail.com
WhatsApp +57 3152452761
Providing at least: Express statement of the reasons that support the request for payment reversal, Indication of the reason that supports the request, Amount for which the reversal is requested, and Identification of the bank account, credit card or payment instrument to which the transaction was charged.