Purchasing Policy
INDICATIONS TO REQUEST THE REFUND OF THE MONEY
To make a request for a refund, you must write to the customer service line via WhatsApp +57 315 229 85 57 and provide information such as Full Name, Identification Number and item purchased along with the reasons why you are making the request. return of the product, in order to be able to evaluate your situation by the area in charge and thus be able to provide a solution as soon as possible within a maximum period of 15 business days from the date of sending the requested documents. Keep in mind that you must attach the following documents:
- Bank Certification
- CC copy of the account holder
If the payment is made by credit card, the refund of the money will be made to the same card with which the operation was made and this will be reflected in your next payment in accordance with the policies of your bank.
International shopping
Remember that all international purchases (outside Colombia) can generate taxes by the receiving country and do not correspond to the values of the garment or shipment
Change Policy
If you wish to exchange your products, it must be done within twelve (12) calendar days after receiving the product. For which you must contact our Customer Service line by WhatsApp at +57 315 229 85 57 (from Monday to Saturday from 10:00 a.m. to 7:00 p.m.)
Once you have requested the return of your product you can choose between the following 3 options:
- Change of product by size or color: changes can only be made for products with equal or lower value than the original, the change will be subject to availability in inventory. (If the value is lower, the remaining balance will be sent in a voucher or credit note generation to make a new purchase online or in person).
- If you want to change any of our products, you can do it in two ways: if you are in Bucaramanga or Barranquilla you can go to any of our points of sale located like this: Cra 36 #52 - 23 Barrio Cabecera in Bucaramanga or in Cra 51 #82-100 Lc 1 Palmas Mall Shopping Center in the city of Barranquilla within a period of no more than thirty (30) days after the date on which the purchase was made, date of preparation of the invoice or if it was through our website within a period not exceeding twelve (12) days after the delivery of the product.
You should keep in mind that:
- Promotional or discounted garments from our 'SALE' section have no change. These garments present any of the following conditions: repaired, remanufactured and discontinued, therefore the legal guarantee will not be enforceable.
- The changes of the garments will always be made for the value at which they were purchased.
- The bodysuits have no change as they are considered underwear.
Once the change request is filed with the necessary data for it, you will be told how to send it to us; the costs of these shipments are borne by the customer (except when the change is for warranty).
When you deliver the product to the carrier, it must already be properly packaged. You can use the same packaging in which you received the order or you can use one of your preference, however it is important that the packaging is adequate according to the nature of the product so that it cannot be affected during the transport process.
It is important to keep in mind that: the product must not be modified or altered from its original state and the garment must be in perfect condition, clean and with its original labels.
The times for the change, discriminated for each modality, according to the policy of KIKE RODRIGUEZ are:
- Change of the product by size or color: it will be dispatched three business days after receiving the product in our warehouse and from this moment the same times apply as for a normal delivery.
- Voucher or credit note to make a new purchase at kikerodriguez.com.co. It will be sent to your email three business days after receiving the product in our warehouse.
- Money return:
◦ Through transfer: it is done approximately within five business days after receiving the product in our warehouse.
◦ Through reversal of payment: thirty business days after receiving the product in our warehouse.
Once the conditions in which the product is found have been verified, KIKE RODRÍGUEZ will have three business days to inform you if the product meets the criteria established here to make the change by size or color, by voucher or credit note for another product or money refund (only applies to warranty claims or retraction of purchase)
In the event that your product does not meet the criteria of our exchange and guarantee policy:
- The product must not be modified or altered from its original state.
- The garment must be in perfect condition and clean
- Underwear (bodys) do not have change, nor the garments of our SALE section.
We will inform you with an email of the reason why the change or the guarantee is not applicable and the product will be returned to the initial shipping address.
Right of withdrawal
In accordance with the right of withdrawal enshrined in Law 1480 of 2011 art. 47, the maximum term to exercise this right is 5 business days from the delivery of the product. The product must be returned in the same condition in which you received it. Transportation costs and others, incurred in the return will be assumed by you. To manage the return of your product you must contact our Customer Service line by WhatsApp + 57 315 229 85 57 (from Monday to Saturday from 10 am to 7:00 pm)
In the event that all the aforementioned conditions are met, KIKE RODRIGUEZ will return the total amount paid for the product, not including shipments and the term for the return of the money may not exceed 30 calendar days.
In accordance with numeral 7 of article 47 of Law 1480, goods for personal use are excepted from the right of withdrawal.
WARRANTY POLICIES
KIKE RODRÍGUEZ offers its customers item exchange for:
- Size
- Color
- Reference
Within a maximum period of 30 calendar days after the purchases made.
To carry out the process of changing the product, it must be new and with its labels attached to it. Transportation costs and others that lead to the return will be covered by the consumer.
No changes are made in the following cases:
- When the product has some kind of fix
- They must not have been worn, washed or damaged.
- They must keep the original label. We suggest that you try on the garments before picking it up
- When a change has been made PREVIOUSLY for the above concepts
THEY ARE NOT REASON FOR WARRANTY:
No damage caused by accident, improper washing or care, scratches, peeling or improper care, neglect, wear and tear from continual rubbing or high pressure contact with other objects or surfaces, nor wear, tears, tears, holes, or burns caused by improper use of the product. Any alteration of the products or intervention of a third party in the repair will invalidate the guarantee
If the item you purchased has any quality or suitability problem, and you have complied with all the care and washing recommendations, and the term of the guarantee that has been offered to you has not expired, you can process your guarantee request in two ways :
Warranty request in the Physical Store:
Go with the garment in optimal hygiene conditions to our stores in Bucaramanga at Cra 36 # 52 – 23 Cabecera or Cra 51B #82-100 Lc 1 CC Palmas Mall in Barranquilla and submit your warranty request. In order to meet your request for effectiveness of the guarantee, we will proceed in the terms and according to the rules established in Title III, Chapter I in Law 1480 of 2011 – Consumer Protection Statute and Decree 735 of 2013.
Warranty request through kikerodriguez.com.co:
If you wish to make the guarantee request through kikerodriguez.com.co, you must contact our Customer Service line via WhatsApp + 57 315 229 85 57 (Monday to Saturday from 10 am to 7:00 pm ).
WARRANTY CLAIM PROCESS:
- If the request was made in the physical store, once the customer has requested the guarantee, his request together with the item will be sent to the Customer Service Department in the city of Barranquilla. The articles of the requests made through the Customer Service area will be collected by the carrier at the agreed place and later delivered to the Customer Service Department in the city of Barranquilla.
- The articles are reviewed by our quality auditors, who will make the appropriate decision in accordance with the provisions of the regulations governing the matter.
- The Customer Service Area will respond to the guarantee request in writing within 15 business days of its presentation (This period does not include the time necessary in case the article is viable to be repaired). The effectiveness of the guarantee will be advanced according to the rules contained in Law 1480 of 2011 and Decree 735 of 2013.
- Once an arrangement, change is authorized or the Quality Auditor determines that your request has been denied, you will be informed of the decision made by e-mail and by telephone indicating the steps to follow, then the item will be dispatched to your address or address registered in the databases.
If the item you purchased has any quality or suitability issue, and you have complied with all care and washing recommendations, and the term of the warranty offered to you has not expired, you can process your warranty request.