Returns, right of withdrawal and warranties

Starting a request

Email info@viajandoalonuestro.com or contact WhatsApp +57 333 749 3880 with your order number, product and reason for the request. We will explain the process and, where applicable, provide a return address. Do not send products to an address without arranging it first.

Right of withdrawal for distance purchases

Where a purchase is covered by the statutory right of withdrawal, you may exercise it within five business days of delivery of the goods or conclusion of the service contract, as applicable under Colombia’s Consumer Statute.

Legal exceptions apply, including goods made to the buyer’s specifications or clearly personalised. Not every product in the store is personalised; each case will be reviewed according to its characteristics and the law.

Where withdrawal applies, return the product in the condition required by law. Transport costs associated with withdrawal are borne by the consumer under applicable rules. Withdrawal is different from a claim for a defective product or incorrect delivery.

Defective or incorrect products

If a product is defective, does not match your order or arrives incomplete, contact us to arrange the warranty process or appropriate remedy. The assessment will determine whether repair, replacement, delivery of missing items or a refund applies under the law.

This page does not limit the statutory warranty or transfer costs to the buyer where they legally belong to the seller. Normal use does not by itself remove the right to claim for a quality or suitability defect.

Refunds and payment reversals

Where a refund applies, we will explain the process and request only the details necessary to complete it. Refunds will be made within the applicable legal deadline and will not be replaced with store credit without your consent.

For electronic payments, you may request reversal in legally defined circumstances, such as fraud, an unauthorised transaction or certain delivery or product issues. You must submit the claim and notify the payment participants within the legal deadlines.

Voluntary exchanges

An exchange based on taste, size or preference that is not covered by withdrawal or warranty must be discussed before sending the product. Any commercial alternative we agree on is additional to, and does not replace, your statutory rights.