Terms & Conditions
For ARAUAK & CO, it is of great importance to offer safe and high-quality products that adapt to the needs and tastes of our customers. Taking into account that our greatest interest is focused on the search for handmade crafts by women from artisan communities, we always think that it is essential to have the guidelines that help us strengthen our relationships with customers, for this reason we have created this consumer guide, which will define in each particular case a procedure to provide a fast solution to any situation that arises within the framework of our commercial relationship and that is directly related to the quality of our products. The foregoing in light of Law 1480 of 2011 "Consumer Statute" and our guidelines.
Next, we will present the different scenarios covered by this policy, and the procedure to follow.
RETURN OR EXCHANGE OF PRODUCTS NOT RELATED TO THE WARRANTY.
There are two ways to request the exchange of our ARAUAK & CO products not related to the guarantee: (1) in any of our ARAUAK & CO stores or (2) through our website via email, taking into account that at the time of making the application you must present the document or proof that accounts for the purchase and payment of the product, the products must be with their original labels and packaging and for said process take into account the following conditions:
Purchases of our products, which have been made in stores, and which are subject to return or exchange, must be managed directly at the place where they were purchased by the consumer.
The maximum term to request a change will be ten (10) calendar days from the date of delivery and billing of the products.
In the case of products that have been given as gifts, the consumer who intends to request the change must present either the sales invoice, or the identity card number of the person who made the purchase, and the product with its labels and original packaging.
The product to be returned must not show signs of use or wear in its parts, must not have been modified and must be in perfect condition. Products that show signs of use or damage due to customer mishandling will not be exchanged for any reason.
The product must contain the original labels and packaging.
Changes of items that have been sold at a discount or promotion are not accepted for return.
Once the return request has been submitted, observing all the requirements indicated in this section, ARAUAK & CO will have up to twenty (20) calendar days to respond as to whether or not it is appropriate.
If the consumer requests the change, but intends to obtain a higher value product, excess value must canceled.
Return requests for product change will also be subject to the availability of the intended product.
In any case, ARAUAK & CO reserves the right to make product changes, once the analysis of the general state of the product and the conditions and circumstances of each particular case has been carried out.
All shipping charges for non-warranty exchanges will be the responsibility of the applicant.
If the change of the product is for one of lower value, the difference will be delivered in a coupon or credit, for a new purchase. In case of not having availability to exchange for the product desired by the consumer, the value of the product(s) will be delivered in a coupon or credit that must be redeemed within twelve (12) months following the purchase.
If the request is not accepted after being evaluated by the area in charge, our staff will contact the client within fifteen (15) business days following the date of the claim, in order to coordinate the shipment again. of the product that will carry a freight collect where the consumer must pay the transport company at the time the item is delivered.
WARRANTY CLAIMS:
Understand by guarantee, the temporary obligation, in charge of the manufacturer / seller, to respond for the good condition of the product and its conformity with the suitability, quality and safety conditions legally required or those offered; specifying that the legal guarantee has no additional consideration to the price of the product. The guarantee of our products only applies to material or manufacturing defects.
ARAUAK & CO highlights that the brand's products are handmade by artisans and with unprocessed natural fibers, which requires greater care; However, the right of the consumer to have his guarantee is recognized, as long as what is required and indicated in this policy and the information of the product contained in labels, web page, among others, are complied with.
The warranty term for our products is ninety (90) calendar days from the day after the purchase is made, if it was made at the point of sale; or if it was made through our virtual channels, the term will be counted from the day after the receipt of the product.
To make the guarantee of any of the products effective, the client must make the request directly through the means by which the purchase was made, that is, if it was made directly at a point of sale, it must be processed in that same commercial establishment, or if it was acquired through the digital channels of the brand, you must request it through the email enabled by the brand.
ARAUAK & CO, once aware of the guarantee request, will have the power to review each particular case, being able to inspect and carry out the tests that it considers pertinent to the product and that are associated with the defects or problems highlighted by the consumer. Once this analysis has been carried out, ARAUAK & CO may choose to repair the product, exchange it for another product of the same reference, reject the request as long as it can demonstrate and justify the reasons that support its rejection response, or carry out the money back. In any case, our ARAUAK & CO team will contact the consumer, within a period not exceeding thirty (30) calendar days in order to notify and inform them of everything related to the study of the feasibility of recognition of the guarantee and the steps to follow.
It should be noted that in the event that the guarantee does not apply and this fact is duly substantiated by ARAUAK & CO, the customer must bear the costs of transporting and shipping the product. If, as a result of the analysis carried out on the product, ARAUAK & CO decides to proceed with the return of the money, it will communicate directly with the client, from whom it will require the following information: copy of the citizenship card, and bank certification of the account where the money will be deposited. In this case, ARAUAK & CO will have up to thirty (30) calendar days to proceed with the refund of the money.
When the warranty claim is related to a product for which the reference was on promotion and/or discount, and it is considered viable to change the product, an attempt will be made to do so for one of the same reference, provided that there is availability, otherwise it will be exchanged for one of equal value to the one paid by the customer.
For us, it is important that before making the request or warranty claim, our consumer is aware of the cases that lead to the rejection of the request, without the need for evidence or analysis by our work team:
Request for the guarantee outside the period granted and stipulated in this policy, that is, ninety (90) calendar days.
Not following the washing and care instructions contained on the labels, the website and the other information channels made available to the customer.
Use of chemicals that discolor or deteriorate the products.
Use of chemicals, or bleach in the wash.
Faded by drying or excessive exposure to the sun.
Alterations or modifications in the product by the client.
Use of washing machine and/or dryer to clean the products.
Normal wear of the product.
Force majeure or unforeseeable circumstances.
Third party wrongdoing.
The improper use of the good by the consumer.
Failure to comply with the instructions for use or maintenance indicated in the manual or product label.
THE RIGHT OF WITHDRAWAL:
Next, we will present the different scenarios covered by this policy, and the procedure to follow.
RETURN OR EXCHANGE OF PRODUCTS NOT RELATED TO THE WARRANTY.
There are two ways to request the exchange of our ARAUAK & CO products not related to the guarantee: (1) in any of our ARAUAK & CO stores or (2) through our website via email, taking into account that at the time of making the application you must present the document or proof that accounts for the purchase and payment of the product, the products must be with their original labels and packaging and for said process take into account the following conditions:
Purchases of our products, which have been made in stores, and which are subject to return or exchange, must be managed directly at the place where they were purchased by the consumer.
The maximum term to request a change will be ten (10) calendar days from the date of delivery and billing of the products.
In the case of products that have been given as gifts, the consumer who intends to request the change must present either the sales invoice, or the identity card number of the person who made the purchase, and the product with its labels and original packaging.
The product to be returned must not show signs of use or wear in its parts, must not have been modified and must be in perfect condition. Products that show signs of use or damage due to customer mishandling will not be exchanged for any reason.
The product must contain the original labels and packaging.
Changes of items that have been sold at a discount or promotion are not accepted for return.
Once the return request has been submitted, observing all the requirements indicated in this section, ARAUAK & CO will have up to twenty (20) calendar days to respond as to whether or not it is appropriate.
If the consumer requests the change, but intends to obtain a higher value product, excess value must canceled.
Return requests for product change will also be subject to the availability of the intended product.
In any case, ARAUAK & CO reserves the right to make product changes, once the analysis of the general state of the product and the conditions and circumstances of each particular case has been carried out.
All shipping charges for non-warranty exchanges will be the responsibility of the applicant.
If the change of the product is for one of lower value, the difference will be delivered in a coupon or credit, for a new purchase. In case of not having availability to exchange for the product desired by the consumer, the value of the product(s) will be delivered in a coupon or credit that must be redeemed within twelve (12) months following the purchase.
If the request is not accepted after being evaluated by the area in charge, our staff will contact the client within fifteen (15) business days following the date of the claim, in order to coordinate the shipment again. of the product that will carry a freight collect where the consumer must pay the transport company at the time the item is delivered.
WARRANTY CLAIMS:
Understand by guarantee, the temporary obligation, in charge of the manufacturer / seller, to respond for the good condition of the product and its conformity with the suitability, quality and safety conditions legally required or those offered; specifying that the legal guarantee has no additional consideration to the price of the product. The guarantee of our products only applies to material or manufacturing defects.
ARAUAK & CO highlights that the brand's products are handmade by artisans and with unprocessed natural fibers, which requires greater care; However, the right of the consumer to have his guarantee is recognized, as long as what is required and indicated in this policy and the information of the product contained in labels, web page, among others, are complied with.
The warranty term for our products is ninety (90) calendar days from the day after the purchase is made, if it was made at the point of sale; or if it was made through our virtual channels, the term will be counted from the day after the receipt of the product.
To make the guarantee of any of the products effective, the client must make the request directly through the means by which the purchase was made, that is, if it was made directly at a point of sale, it must be processed in that same commercial establishment, or if it was acquired through the digital channels of the brand, you must request it through the email enabled by the brand.
ARAUAK & CO, once aware of the guarantee request, will have the power to review each particular case, being able to inspect and carry out the tests that it considers pertinent to the product and that are associated with the defects or problems highlighted by the consumer. Once this analysis has been carried out, ARAUAK & CO may choose to repair the product, exchange it for another product of the same reference, reject the request as long as it can demonstrate and justify the reasons that support its rejection response, or carry out the money back. In any case, our ARAUAK & CO team will contact the consumer, within a period not exceeding thirty (30) calendar days in order to notify and inform them of everything related to the study of the feasibility of recognition of the guarantee and the steps to follow.
It should be noted that in the event that the guarantee does not apply and this fact is duly substantiated by ARAUAK & CO, the customer must bear the costs of transporting and shipping the product. If, as a result of the analysis carried out on the product, ARAUAK & CO decides to proceed with the return of the money, it will communicate directly with the client, from whom it will require the following information: copy of the citizenship card, and bank certification of the account where the money will be deposited. In this case, ARAUAK & CO will have up to thirty (30) calendar days to proceed with the refund of the money.
When the warranty claim is related to a product for which the reference was on promotion and/or discount, and it is considered viable to change the product, an attempt will be made to do so for one of the same reference, provided that there is availability, otherwise it will be exchanged for one of equal value to the one paid by the customer.
For us, it is important that before making the request or warranty claim, our consumer is aware of the cases that lead to the rejection of the request, without the need for evidence or analysis by our work team:
Request for the guarantee outside the period granted and stipulated in this policy, that is, ninety (90) calendar days.
Not following the washing and care instructions contained on the labels, the website and the other information channels made available to the customer.
Use of chemicals that discolor or deteriorate the products.
Use of chemicals, or bleach in the wash.
Faded by drying or excessive exposure to the sun.
Alterations or modifications in the product by the client.
Use of washing machine and/or dryer to clean the products.
Normal wear of the product.
Force majeure or unforeseeable circumstances.
Third party wrongdoing.
The improper use of the good by the consumer.
Failure to comply with the instructions for use or maintenance indicated in the manual or product label.
THE RIGHT OF WITHDRAWAL:
The right of withdrawal, that is, the possibility that the consumer has to return the product and therefore request his money back, will only apply to purchases made through our website, and at events and conditions provided in Law 1480 of 2011 Article 47, provided that it is exercised during the five (5) business days following the date of purchase. The consumer must return the product by the same means and in the same conditions in which it was received, without evidence of use, with all its original labels and packaging; having to assume all transportation costs, as well as bank commissions and transfer costs that have been discounted to the seller, when the consumer made the payment, through PAY U or other electronic payment channels. The refund of the price paid will be made within a maximum period of thirty (30) calendar days from the moment it is exercised and the product is delivered.
The product that is intended to be returned under the figure of the right of withdrawal must comply with at least the following conditions:
- have not been used.
- Have all your labels.
- Not be dirty or stained.
- Have no traces of use.
- Have no traces of use of chemicals or bleach.
- Do not present faded coloring.
- The product must not have been altered or modified by the consumer.
- Be in perfect condition for subsequent sale to another consumer.
The product that is intended to be returned under the figure of the right of withdrawal must comply with at least the following conditions:
- have not been used.
- Have all your labels.
- Not be dirty or stained.
- Have no traces of use.
- Have no traces of use of chemicals or bleach.
- Do not present faded coloring.
- The product must not have been altered or modified by the consumer.
- Be in perfect condition for subsequent sale to another consumer.