Exchange, return, and warranty policy
Scope of the policy
This policy applies to all products purchased through Colombia Wow, including:
Handcrafted items made by Colombian communities.
Modern or viral products offered through a catalog.
Products managed under a dropshipping model, where applicable.
This policy does not replace the inalienable rights of consumers established by Colombian law; on the contrary, it complements them with clearer and more accessible processes for our buyers.
- Returns for defective products
If you receive a defective, damaged, or faulty product, you can request an exchange or refund within the first 10 calendar days from the date you received your order.
In order to process this request, you must meet the following requirements:
2.1. Conditions for requesting a refund
The product must have a defect, damage, or non-conformity attributable to manufacturing or handling during transport.
The item must be in similar condition to when it was delivered, with no signs of misuse.
It is essential to keep the original packaging, as this is necessary for validations with suppliers and carriers.
You must contact us within the established period (10 days) through our official channels.
2.2. How to start the process
Write to us through any of our customer service channels:
Email:
Include in the message:
Order number.
Full name.
Photographs or video showing the defect.
Photograph of the original packaging.
Our team will review the information and guide you through the next step.
- Solution options
Once we confirm that the product meets the conditions of this policy, you can choose one of these options:
3.1. Exchange for the same product
If available, we will send you a new unit of the same item.
In the case of handicrafts, there may be natural variations in color, size, or texture due to their handmade nature. These variations are not considered defects.
3.2. Exchange for another product
If the original product is unavailable or you would like an alternative, you may choose another item of the same value.
If you select one of higher value, you will only have to pay the difference.
3.3. Refunds
If you prefer a refund, we will refund you using the same payment method used for the purchase, provided that the platform allows it.
The estimated time for reimbursement ranges from 5 to 15 business days, depending on the payment method and the procedures of the financial institutions.
- Associated shipping costs
If the return is due to a defective or damaged product, or a shipping error, the return shipping costs will be covered by Colombia Wow.
If the customer decides to make a voluntary exchange (due to design, size, or preference unrelated to defects), shipping costs will be borne by the buyer.
(This point applies only when Colombia Wow activates voluntary changes as part of its future business operations.)
- Exceptions to exchanges or returns
In order to protect the quality of our products and respect the artisanal nature of some items, there are situations in which we cannot accept returns:
Products with signs of use, stains, wear, or alterations not attributable to the supplier.
Handcrafted items with natural variations in their design, which is part of their authenticity and is not considered a defect.
Items without original packaging or with missing parts.
Products that have been tampered with or modified by the user.
- Quality assurance
The warranty is designed to cover manufacturing defects or faults that affect the functionality of the product.
However, due to the nature of our catalog, the warranty may vary depending on the supplier, especially for items:
Handcrafted, handmade.
Manufactured by third parties under a dropshipping arrangement.
With technological or electronic components.
In any case, Colombia Wow will always be your direct channel for managing any warranty, regardless of whether the product comes from a craft workshop or an external supplier.
- Handcrafted products and special considerations
The crafts are unique pieces created by Colombian hands, made using ancestral techniques.
By its very nature:
Variations in tone, pattern, size, or finish are not considered defects.
No two pieces will be identical, and that is precisely their value.
The authenticity of the manual process involves natural differences that are part of the final product.
- Dropshipping products
For items managed by external suppliers:
Colombia Wow will handle your request directly.
Validation with the manufacturer may take longer depending on their location or response time.
Even so, we will maintain continuous communication with you and guide you through the process.
- Response times
Confirmation of request: 24 to 48 business hours.
Validation of evidence: up to 3 business days.
Replacement or refund: between 5 and 15 business days, depending on the case.
- Direct contact
If you need help, remember that we are here to support you:
📧 Email:
📱 WhatsApp: 3222953267
📍Administrative Headquarters: Santafé Shopping Center, 3rd floor, store 3230 – Medellín
At Colombia Wow, we want you to fall in love with every detail of your purchase.
And if something doesn't arrive as you expected, we want to resolve it with you quickly, clearly, and respectfully.
Your peace of mind and your experience are the most important things to us.