RETURN POLICY AND GUARANTEES

RETURN POLICY AND GUARANTEES

COLLAGEN FOODS CORP SAS

NIT 901492777

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RETURNS

COLAGENO FOODS CORP SAS offers its customers the possibility of requesting a refund, when any of the following events apply:

< >Product purchased that is not receivedOpen productDefective productThe product must have 80% or more content to accept the claim.It is essential that the customer mark the product with his name and surname with an indelible marker, which will help us later to ensure that it is the same product. 

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The Quality department will analyze and compare it with the retention standard or sample, if warranted, the respective analyzes will be made to determine if the product is indeed defective.

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< >If the product meets all standards, and is deemed an acceptable product by the quality department, it will be returned to the customer with shipping at cost (to be borne by the customer). If the product is found to be defective, for reasons solely attributable to COLAGENO FOODS CORP SAS, the company will send a new product, at no cost. The Customer Service area will be contacted to change the product (for a new one). During the 5 business days following this communication, the correct product will be dispatched. 

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The costs of returning and reordering the new product will be assumed by COLAGENO FOODS CORP SAS, as long as the fault was caused by the company.

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PRODUCT NOT RECEIVED

When the customer does not receive the requested product through the website or any of our own sales channels (WhatsApp, Instagram), you can make the claim within 5 business days following the estimated delivery date (1 business day in Bogotá). and 3 to 4 business days outside of Bogotá), indicated by us at the time of making your purchase.

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The customer service area will proceed to study the case and provide the response to the customer in a timely manner. If the order has not left the facilities of COLAGENO FOODS CORP SAS, the customer may choose the immediate shipment of the product or the refund of the money. In case of payment reversal, in response to said claim, the customer service area will request the bank account where the money will be fully refunded. The client will receive all the money within 15 calendar days following the acceptance of the claim.

< >If the order was returned to the facilities of COLAGENO FOODS CORP SAS by the carrier, the reason for the return will be studied, and the new shipment will proceed. If the fault was on the part of the company, we will proceed with the new shipping and we will assume the new shipping and logistics costs. If the error was made by the customer, you must assume the value of the return shipment and the value of the new shipment to its destination. 

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WRONG PRODUCT

When the customer receives a different product than the one requested in his purchase, he must request the change within 2 calendar days after receiving the product to the email info@colagenoshots.com including names and surnames, ID, delivery address, email, telephone, channel through which you placed your order and attaching the images of the wrong product.

It is important to clarify that the product must be in its original packaging.

REFUND OF MONEY

In case of reimbursement of money, due to defective products or reasons attributable to the company, the client will send the request to the email info@colagenoshots.com attaching a bank certificate, identity card and full name.

The client will receive all the money within 15 calendar days following the acceptance of the claim.

If the reason for the refund is because the customer makes a mistake when making the payment, COLAGENO FOODS CORP SAS will make the refund, but will deduct the cost of 4x1000, law withholdings, and bank transaction costs and will receive all the money within 15 calendar days following the acceptance of the claim.

SHIPPING TIME

The order may take 1 business day to arrive in Bogotá and between 3 and 4 business days in the rest of the country, this depends on many factors such as transportation, number of orders, distance from the delivery site, road conditions, etc.