Exchanges and returns
To process an exchange or return, follow the steps in our exchange and return portal by clicking the button below:
Things to keep in mind:
Before starting your return process, remember:
- Condition of items: Items must be in the same condition as received (tags and labels in good condition), except for accessories and underwear (socks), which are non-returnable.
- Size exchange: You can select the new size directly in the portal.
- Exchange for color or product reference:
- Choose the product you want.
- If the new product has a higher value, you will have a balance to pay, which you can process directly on the exchange platform.
- If the new product has a lower price, you will have a credit balance. You can choose how you want to receive this balance on the platform.
- Requesting a refund: Submit your request in the portal and check your email for the next steps (remember to check your promotions or spam folder).
After receiving your exchange or return:
Once we receive the product, we will send the corresponding exchange or issue a full refund via your selected method.
If you have questions about the status of your exchange, contact our customer service team with your request number at serviciocliente@remanence.com.
Warranty exchanges:
- Timeframe: You have up to 30 calendar days to exchange an item under warranty from the purchase date.
Returns for satisfaction:
- In the case of a return, in accordance with Law 1480 of 2011, you can exercise your right to withdrawal within five business days following the product’s receipt or delivery.
Reasons for exchange or return:
- You can request an exchange or return due to size issues or dissatisfaction with the product.
Conditions:
- The product must be returned in the same condition as delivered (tags and labels in good condition).
Costs:
- Shipping, exchanges, and returns are free. You will receive instructions via email or can also consult them here.