EXCHANGES, RETURNS AND WARRANTIES
In SUAREZ we want you to have the best shopping experience, for this reason if you bought a garment and want to make an exchange for size or reference you can do it.
- You can make an exchange or refund within 30 days after the date of purchase.
- We do make exchanges of items that you have purchased on sale or discount of collections corresponding to the year 2021 and 2022. The exchange process does not apply to garments from the 2020 and earlier collections.
- You can exchange the garment for: size, color or reference.
- The garment must not have been used, damaged or previously exchanged for the previous concepts.
- The garment must have all its tags, labels attached and original packaging.
- The costs of shipping and receiving the exchange are assumed by you.
To make an exchange or a return you must send the product on behalf of Industrias Suarez - Ecommerce, to the address Cra 43a # 61sur - 152 bodega 179 in Sabaneta, Antioquia..
The returned product must be accompanied by:
- Copy of the sales invoice.
- A note specifying the reason for the return.
- You must specify the information of the new products you want to receive in exchange.
- Once we receive the garment, we proceed to make the respective validation that the garment has arrived in perfect condition and unused.
- Afterwards we will contact you to validate the availability of the size and/or garment requested, and proceed to make the exchange. This process will take from 3 to 5 working days and then we will proceed with the dispatch.
- The garment can be exchanged for another reference. If it is of higher value, you must pay the difference in price. If it is of lesser value, the money paid for the garment will be refunded in a coupon or bank transfer.
If you are in Medellin and / or metropolitan area, you can come to make the change in our facilities, at the address described above from Monday to Friday from 9:00 am to 5:00 pm.
We have only one store in Sabaneta Antioquia, if you made the purchase there, you must go to the SHOWROOM (Cra 43a # 61sur - 152 warehouse 179 Ciudadela Industrial Sabaneta) to make the change and keep in mind the following aspects:
- Bring a copy of the sales invoice.
- You must specify the information of the new products you want to receive in exchange.
- We proceed to make the respective validation that the garment has arrived in perfect condition and unused.
- The garment can be exchanged for another reference as long as it is of the same or higher value. If it is of higher value, you must pay the difference in price.
If you bought a Suarez garment in any store that distributes our brand, you must make the exchange process directly with them and under the conditions and policies that the store has.
What happens if the product sent does not meet the conditions to require an exchange?
In case your product does not meet the criteria of our exchange and warranty policy, we will inform you by email the reason why the exchange does not proceed and the product will be returned to you.
SUAREZ guarantees the correct manufacture of the elements that make up the product. We guarantee that our products are free of major defects in materials and / or workmanship.
IMPORTANT: the warranty is valid as long as the product is used for the activities for which it was designed and has taken into account the indications of care and washing of the garment.
To process the warranty you can send your product in cash on delivery mode to the following address: Cra 43a # 61sur - 152 bodega 179. Sabaneta (Antioquia) Tel: (604) 322 55 60 on behalf of Industrias Suarez - Guarantees
With the product you must attach the sales invoice and a brief explanation of the reason for the warranty. The product will be evaluated by the Quality Department and according to its final diagnosis you will be notified if the warranty is accepted or not.
In case your product does not meet the criteria of our exchange and warranty policy, we will inform you in a letter the reason for not proceeding with the exchange or warranty and the product will be returned to you, where you assume the cost of shipping.
We will proceed in the terms and according to the rules established in Title III, Chapter I in Law 1480 of 2011 - Consumer Protection Statute and Decree 735 of 2013, the delivery time of the warranty with its response is up to 15 working days.
In accordance with the right of withdrawal enshrined in Article 47 of Law 1480 of 2011 (Consumer Statute), the consumer may exercise this right within the first 5 business days following the date on which the product was delivered.
To exercise the right of withdrawal you will have to return the product to our facilities Cra 43a # 61sur - 152 bodega 179. Sabaneta (Antioquia) on behalf of Industrias Suarez - Ecommerce, in the same conditions in which you received it. Then send an email to servicioalcliente@suarez.com.co with the subject "Right of withdrawal - invoice or order number" and in the body of the email put all the data recorded in the purchase, date and shipping company that was used to return the package.
Once we receive the product in perfect condition and without having been used, we will respond to your email requesting the bank details, these must correspond to the same person who made the purchase. From the moment we receive your response, we will have up to 20 working days to refund the money.
If the product you sent for exchange does not have the size or reference you want, you can request a refund. To do this you must provide bank details, these must correspond to the same person who made the purchase. From the moment we receive your response, we will have up to 20 working days to make the bank transfer.