Changes
To make an exchange, the product must arrive in perfect condition, clean, unused, with tags and labels. Exchanges are not permitted for personal use items (such as socks).
- A product exchange can be made up to thirty (30) days after your purchase (Invoice Date).
What is the process?
- Products will be subject to stock availability.
- The product must be shipped in perfect condition and the shipping costs must always be borne by the consumer.
- If you owe any additional amount or have a credit balance, we will send you all the information to your email and/or WhatsApp.
- Once we have the products to be exchanged, we will verify that everything is in accordance with the stipulations and send the new product.
- To make the exchange effective, you must wait for the product to arrive at HELVETE and pass our quality control. If the clothing you sent us does not meet the exchange conditions, we may reserve the right not to make the exchange.
What to do if the product that arrived is not the one you ordered?
If you have received a product that does not match your original order, please follow these steps to resolve the situation quickly and effectively:
- Please contact HELVETE as soon as possible via WhatsApp at +57 319 7461380. We are available Monday to Friday, from 8:00 am to 7:00 pm. It is important that you inform us within 2 business days after receiving the wrong product.
- The consumer is responsible for the cost of both shipments.
- Please ensure you return the product in suitable condition: unused, clean, with tags attached, and in its original packaging or secure packaging. If you still have the original packaging, please use it; otherwise, send it in packaging that guarantees the product's protection during transit.
- Once we have received and verified the exchanged product, we will send your correct order within 2 to 5 business days.
- If, for any reason, the correct product is not available, we will contact you to arrange for the shipment of a new product or the corresponding refund.
Return/Withdrawal Policies
In accordance with the right of withdrawal established by Law 1480, Article 47, the maximum term to exercise the right of withdrawal is 5 business days from the delivery of the goods.
The product must be returned in the same condition in which it was received. Shipping costs and any other expenses related to the return will always be the responsibility of the consumer.
Once you receive the return instructions, as applicable, you have a maximum of 2 business days to send the garment back. If this time is not met, HELVETE will not be responsible for the return of the purchase.
If all the aforementioned conditions are met, HELVETE will return the full amount paid, without any discounts or withholdings, and the term may not exceed 30 calendar days.
To process your return, please send us a message with your order number, invoice number, and the products you wish to exchange to WhatsApp at 319 7461380.
NOTE: We do NOT accept exchanges, returns, or warranties in the following cases:
- Stockings or other intimate garments for exchanges or returns.
- If the garment shows any signs of misuse, bad odor, perspiration, makeup or deodorant stains.
- If the garments have been damaged by misuse or negligence (exposure to chemicals, heat, sharp objects, etc.).
- Due to improper washing or washing methods different from those specified on the product label and website. For example: mixing a colored garment with a white one or soaking a garment that has been dyed.
Items that are samples or second-hand items are NOT eligible for exchanges, returns or warranties, as they are final sale.
Keep in mind:
- Remember that the tone and color of each garment may vary due to external factors such as the environment, artificial light or the screen from which it is viewed, that we have garments with special washing processes and that the tone of blue of the denim garments may therefore vary.
- The lifespan of each garment depends on the care you give it. Products damaged by normal wear and tear or that have exceeded a reasonable lifespan will not be replaced.
Guarantees
The following are grounds for warranty: Products with defects in parts that affect their quality, poor finishes, poor assembly, unstitched parts, broken parts, among others
It is essential to follow the washing and care instructions found inside our garments and/or on our website. We are not responsible for any damage that may result from improper handling or use of the garments. Therefore, we suggest that you carefully follow the care instructions to ensure the durability and good condition of your purchase.
The products will have a 30-day warranty from the date of purchase. The product must not have been modified by the buyer or altered from its original state; it must also be in good condition and clean.
The cost of shipping in the event that the guarantee is approved and the purchase was made through digital means will be assumed by HELVETE (In the case of a purchase made in physical channels, the customer must take the garment to the same place of purchase and make the exchange there)
