Returns & Exchanges
To make an exchange or return, the same steps that were used for the original transaction will be supplied. Which is why you must follow these simple steps, prior to the following definitions:
- Returns: Products are eligible for return within 30 business days since the product is delivered to the client. The customer has 15 days from the day of their purchase to notify our customer care team with their return request.
- Cancellation of the Order: Cancellations means the right of the client to cancel their order, as long as it is made before 24 hours after the date of placing the order through the Juan de Dios website.
- Sale: Products purchased under the SALE category are not eligible for returns or refunds.
- Defective Products: are those that the customer receives damaged or are damaged by a manufacturing fault of Juan de Dios S.A.S., within 30 days after purchase. Products that are damaged as a result of normal wear and tear are not considered defective. Juan de Dios will determine whether the damage is a result of normal wear and tear or some other reason.
- Delivery Time to Juan de Dios S.A.S of products returned or subject to exchange: Keep in mind that the products must arrive at Juan de Dios within five (5) business days following the date of notification of the acceptance of the return by Juan de Dios.
A. Returns:
The costs for the concept of “return” will be paid by Juan de Dios S.A.S., including shipping, transportation and handling.
Defective products will be replaced or repaired, when possible and subject to availability. Whenever possible, we will offer to repair the faulty product. If a defective product cannot be replaced or repaired, the customer is entitled to a full refund, which will be made within thirty (30) calendar days following notification by Juan de Dios S.A.S. to the customer, where it communicates that the product could not be replaced or repaired.
Any product returned outside of the 30 day return window may not be accepted or only accepted for store credit.
Returns are allowed as long as the products have not been used, contain all internal labels and haven't been customized by the customer.
Returns of swimsuits that fall under the definition of personal use are not accepted if the protective hygiene strip has been removed, or if the item is soiled, stained, or appears to have been worn. Except those that are defective or have some flaw.
Full Price: Products purchased at full price are eligible for return and for a full refund equivalent to the value of the products excluding shipping costs within 30 days from the date that the product was delivered to you. You will receive the refund in the same payment method you used for the purchase during the next 15 business days since the return was delivered.
Products purchased at a discount (other than with a Promotion) or on markdown are returnable within 30 days for a site credit from the date that the Product was delivered to you.
Late Returns: At the discretion of Juan de Dios, any Product returned outside of the deadline for returns may not be accepted or only accepted for site credit.
B. Exchanges (size):
The costs for the concept of "Exchange" are covered by the customer, including shipping, transportation and handling.
To make use of the right to exchange, the customer has 15 days from the day they receive their order to notify our customer care team to do so.
In order to protect hygiene and health, exchanges of swimsuits and accessories are not accepted when the protective hygiene strip has been removed, or if the item is soiled, stained, or appears to have been worn.
C. Final Sale:
Final Sale: Items Not Eligible for Return or Refund. All Products that are considered Final Sale are marked in the product description of our website. They are not eligible to be returned, exchanged, or refunded.
Cancellations:
In accordance with the definition of "Cancellations", these are only applicable when the order has not been closed and dispatched by Juan de Dios to the customer. To request a cancellation, please contact our customer service team.
General conditions applicable for changes, returns or withdrawal:
- Returns, exchanges or shipments with cash on delivery are NOT accepted.
- Products must be returned new, in their original condition and with all tags attached to it. Merchandise returned without meeting these requirements will not be accepted and will lose the warranty.
- For Juan de Dios products that are considered intimate garments and for personal use, such as one-piece swimsuits and two-piece bikinis, the right of withdrawal described below will not apply. However, in the event that Colombian legislation decides that these products are subject to the right of withdrawal, they will be covered by the regulations applicable to the matter and the procedure described below.
To make an exchange or return, please follow these simple steps:
1. Send an email to: customercare@juandedios.co requesting the change or refund within fifteen (15) days after the date of purchase of our product(s).
The email must contain at least the following information:
- Full name
- Identification document
- Contact telephone number
- Order number (found on the invoice and in the order confirmation email)
- Reference of the product that you are going to send
- Tell us what happened
- Reason(s) that support your request
Our Returns Department will take a maximum of eight (8) business days to process your request and issue a response. Once the return or exchange has been approved by us, the customer must send the product to the offices of Juan de Dios:
Carrera 1 Oeste # 1B-70
760001
CALI, COLOMBIA
Keep in mind that the products must arrive at Juan de Dios within five (5) business days following the date of notification of the acceptance of the return by Juan de Dios. Returns or shipments with cash on delivery are NOT accepted.
2. Products must be returned new, in their original condition and with all tags attached to it. Merchandise returned without meeting these requirements will not be accepted and will lose the warranty.
For Juan de Dios products that are considered intimate garments and for personal use, such as one-piece swimsuits and two-piece bikinis, the right of withdrawal will not apply.
