EXCHANGE AND RETURN POLICIES VELLA BEAUTY

IMPORTANT INFORMATION ON WARRANTY AND PRODUCT EXCHANGE

VELLA BEAUTY's exchange policy is institutional in nature, it constitutes a unilateral prerogative and by mere liberality it grants its clients, in an additional and extra-legal way, apart from the rights of consumers and users.

VELLA BEAUTY reserves the right to make the change, according to the analysis of the conditions of each case.

REQUIREMENTS EXCHANGE NOT RELATED TO THE WARRANTY

  1. The maximum period to request it is thirty (30) calendar days after the purchase is made.
  2. An invoice, proof of purchase or gift certificate (receipt) must be presented.
  3. The product must be in the conditions that it was received, with its original packaging without uncovering, with the labels, security seals, and have all its parts and / or accessories. No dents, no scratches, no tears, no stains, no malfunction, if it has cellophane it must be in perfect condition, suitable for sale.
  4. Products that are faulty due to mishandling by the customer will not be exchanged for any reason.
  5. The exchange is made by return voucher or merchandise according to the real value paid for the product, if it is for an item with a higher price, the customer must cancel the excess value. The voucher has a validity period defined by the company from its issuance, it is a bearer document which has no replacement and can be used in a new purchase.
  6. Money refund requests are not accepted
  7. VELLA BEAUTY will respond to change requests within a maximum term of 15 business days.
  8. El derecho de retracto de su compra sólo aplica para compras efectuadas a través de la Tienda Virtual, y en los eventos y condiciones previstas establecidas por VELLA BEAUTY siempre que lo ejerza durante los cinco (5) días hábiles siguientes a la fecha de compra.

WARRANTY CLAIM REQUIREMENTS

  • El plazo para solicitarla es de treinta (30) días calendario a partir de la fecha de compra.
  • No se atenderán reclamos fuera del término de garantía otorgado por el fabricante y/o VELLA BEAUTY, el cual empezará a partir de la fecha de la compra.
  • Vencido el periodo de garantía cesa la responsabilidad de VELLA BEAUTY.
  • El consumidor deberá presentar la reclamación verbalmente o por escrito,
  • Deberá informar el daño, poner el producto a disposición a VELLA BEAUTY e indicar la fecha de compra y No. identificación de quien realizo la compra.
  • La efectividad de la garantía procederá cuando el producto no satisfaga las condiciones de calidad o idoneidad ofrecidas por el fabricante o distribuidor, cubre defectos de fabricación y, no aplica para daños por su uso indebido del mismo.
  • Los productos en promoción u oferta cuentan con garantía, salvo los casos en que expresamente se indique que estos son remanufacturados o que contengan alguna circunstancia, desperfecto o avería que afecte su idoneidad y esta hubiere sido aceptada por el comprador al momento de la compra.

DE PROCEDER LA GARANTÍA (CUMPLIENDO LO ESTABLECIDO) SERÁ ASÍ:

  • Repair of the product in case it warrants it. (For products presented the guarantee within the first thirty (30) calendar days from the date of purchase, an immediate exchange will be given, provided that the defect of the article is not due to mishandling.
  • In the event that the product is not susceptible to repair or there is a repetition of the same failure in the product, at the consumer's choice, the following may be carried out:
  • Delivery of return voucher for the same value paid for the product.
  • Product change (if the client chooses a higher value product, the client must pay the surplus) o Refund of the money paid for the product
  • Shipping costs will be assumed by equal parts VELLA BEAUTY and consumer

THE WARRANTY WILL NOT BE EFFECTIVE IN THE FOLLOWING CASES:

  • When the damage comes from misuse of the product by the consumer, or the instructions for installation, use, conservation or custody of the product have not been followed.
  • When there are interventions by third parties (repairs and / or manipulations
  • When the damage comes from force majeure or unforeseeable circumstances.
  • When clothes are stained with makeup or lotions 

CUSTOMER RESPONSE

  • VELLA BEAUTY will give an affirmative or negative answer to the claim within a maximum term of 15 business days, counted from the next business day after the claim is filed (in accordance with article 58 of Law 1480 of 2011).
  • If the answer is negative, the request will be considered closed.
  • In cases of positive response, the following cases may occur, the terms will be counted from the next business day upon receipt of the product by VELLA BEAUTY.

In the event that the consumer wishes to change or replace the product, this will occur within the following ten (10) business days.

 In the event that the consumer has chosen to return the money, this will occur within fifteen (15) business days.