Returns, exchanges and guarantees

1. WARRANTIES:

Remanence provides a general warranty term of thirty (30) days for all offered products, unless a specific period is stated in the product’s description, information, or purchase process. In case of doubt regarding the applicable warranty period, the term most favorable to the consumer shall prevail. Products on promotion or discount will have a warranty period of fifteen (15) days. All warranty terms shall be counted from the date of effective delivery of the product to the customer and will be reviewed by the quality department, which will proceed with the review and provide a response within eight (8) business days.

If the purchased product(s) exhibit a manufacturing defect that is technically verified by Remanence, the product will be repaired if feasible, in accordance with legal terms for such repair. If the product is not repairable or has been previously repaired, it will be replaced with another product of equal or similar characteristics, or the purchase price will be refunded, at the consumer's discretion.

Remanence will only issue refunds related to the quality, safety, and suitability of the product if it exhibits a repeated defect or fault, or if so, ordered by the competent authority.

No warranty shall apply if the damage, if any, is due to force majeure, unforeseen circumstances, acts of third parties, or improper use by the consumer or unauthorized people.

The procedure for addressing claims is as outlined in this document.

1.1.  General Warranty Requirements

  

2. RETURNS

Any consumer may, at their sole discretion, exercise the right of withdrawal within five (5) business days following the receipt or delivery of the goods. Remanence will be responsible for the shipping costs.

Consumers can submit a withdrawal request through any of the sales channels provided by Remanence. Once a complete withdrawal request is submitted and complies with the customer service procedure outlined in these Terms and Conditions, Remanence will have up to thirty (30) calendar days to issue a refund to the consumer. 

2.1.  General Requirements for Returns

The customer must send an email to serviciocliente@remanence.com, providing a detailed explanation of the reason for the return, along with the order number and invoice.

 The product must be shipped within five (5) business days following the notification of the decision to return the product.

 The product must be returned in optimal condition, with all tags attached and in its original packaging.

 If the product has been altered or improperly handled in a way that prevents the determination of its characteristics, conformity, or proper functioning, Remanence reserves the right to reject the refund or replacement of the product.

 The number of items eligible for return cannot exceed three (3).

 If the return request is not made within the established time frame, or if the item is in poor condition or shows signs of improper use, the return request will be rejected.

 The shipping will be borne by Remanence. Remanence will provide the guidelines for sending the product to its facilities.

 Products purchased on the website may be exchanged at physical stores. To do so, the identification number of the purchaser and the relevant order information, such as the date and invoice number, must be provided.

 Products purchased through authorized distributors of Remanence must adhere to the distributor's return and warranty policies.

 Remanence may deny the refund if the requirements described herein are not met.

 

3. EXCHANGES:

      Any consumer who has made a purchase through any of the channels provided by Remanence may request an exchange of the product for another of equal or greater value, in which case the consumer must pay the price difference. The consumer can only exchange each purchased product once. Transportation costs will be borne by Remanence. If other costs are incurred, they shall be borne by the consumer. 

The exchange request must be made within thirty (30) business days from the date of delivery of the purchased product, communicating the decision under the terms set forth in this document

Only exchanges of products that have not been used and are in perfect physical and packaging condition will be accepted. For promotional and/or discounted items, exchanges will only be applicable to products purchased online in Colombia

Accessories and underwear are excluded from these conditions

Exchanges authorized under the described conditions will be processed through any of the sales channels provided by Remanence and will be subject to stock availability

4. INCORRECT PRODUCTS

In the event that a customer receives products through digital channels with characteristics different from those described on the website at the time of purchase, they may request an exchange of the product within two (2) business days after receiving the product.

To initiate the exchange process, the customer must take photos that clearly show the incorrect product and send them to the email address: serviciocliente@remanence.com, along with the order number.

After Remanence verifies that the incorrect product was sent, a return shipping label will be provided to the customer, and Remanence will arrange for the collection of the product from the same location where it was initially delivered.

Remanence will ship the correct products within a maximum of seven (7) days after receiving the returned product at their store. 

 

5. PAYMENT REVERSAL

Remanence will process payment reversals requested by the consumer in cases of fraud, unauthorized transactions, non-receipt of the purchased product, delivery of a product that does not match the order, or if the product is defective. The amount for which the payment reversal is requested must be clearly specified in the written request sent to the email address serviciocliente@remanence.com and must correspond to the value of the product(s) involved in the claim.

To exercise the right to a payment reversal, the consumer must observe the following formalities:

a. The reversal request must be made within five (5) business days from the date the consumer became aware of the grounds for the reversal, using the channels specified in these terms and conditions.

b. The request must be submitted in writing and must specify: (i) the grounds for the reversal, (ii) the amount requested for reversal, (iii) the identification of the bank account, credit card, or payment instrument charged for the transaction; and

c. The consumer must inform Remanence that the product is available for collection in the same condition and at the same location where it was received, if the product was delivered to the consumer’s address.

Remanence will issue a receipt of the complaint, which will include at a minimum: the date and time of receipt and the reason for the request.

 

Within the same five (5) business days allowed for filing a complaint with Remanence, the consumer must notify the issuer through the channels provided by the issuer about the reasons for the payment reversal. If the consumer is not the holder of the payment instrument, the notification to the issuer must be made by the holder of the financial product. 

 

6. ORDER CANCELLATION

The customer may cancel the entire order or part of it at any time before the products are shipped, by providing written notice to the email address: serviciocliente@remanence.com.

The timeframe for Remanence to process a refund of the amount paid for the order will be within fifteen (15) business days following the receipt of the cancellation request email.

If the customer requests the cancellation of the purchase after the products have already been shipped, it will be treated as a product return, and the shipping costs or taxes, if applicable (for international shipments), will be deducted from the refund.