NATIONAL SHIPPING (Colombia)
1. Delivery Times:
Orders are typically processed within 1-2 business days after payment confirmation. Delivery usually takes between 3-7 business days, depending on the destination. Remote areas may require additional time. The company is not responsible for delays caused by force majeure events, such as natural disasters, strikes, or national emergencies, as defined in Article 64 of the Colombian Civil Code.
2. Shipping Costs:
Shipping costs are calculated based on the delivery location, package weight, and volume. These costs are clearly displayed during the checkout process to ensure transparency, in accordance with Law 1480 of 2011 (Consumer Protection Statute).
3. Address Accuracy:
Customers must provide accurate and complete shipping information at checkout. Any inaccuracies may lead to delays or non-delivery. The company is not liable for costs associated with incorrect addresses. Under Article 1602 of the Colombian Civil Code, contracts must be executed in good faith, and the customer bears responsibility for providing truthful information.
4. Delivery Attempts:
Our courier partners will make up to two delivery attempts. If the package cannot be delivered after these attempts, it will be returned to our warehouse. Additional shipping fees may apply for re-delivery.
5. Order Tracking:
Upon shipment, customers will receive an email with a tracking number and a link to monitor the delivery status. If there are any issues with tracking, please contact our customer service team for assistance.
6. Liability:
Once the order has been handed over to the courier service, the risk of loss or damage transfers to the customer, in accordance with Article 754 of the Colombian Commercial Code. However, we will assist in resolving issues with the courier if problems arise.
7. Returns and Refunds:
Customers may return items within 5 business days of receipt if the product is defective or incorrect. The return process must comply with Law 1480 of 2011, which protects consumer rights. To initiate a return, please contact our customer support team, providing order details and proof of the issue.
INTERNATIONAL SHIPPING
1. Delivery Times:
International orders are processed within 1-3 business days after payment confirmation. Delivery times range from 10-25 business days, depending on the destination country, shipping method, and customs procedures. Delays beyond our control may occur, especially during peak seasons or due to customs inspections, in accordance with international trade laws (United Nations Convention on Contracts for the International Sale of Goods - CISG).
2. Shipping Costs and Import Duties:
Shipping fees are calculated based on the destination, package weight, and dimensions. These fees are displayed during checkout. International orders may be subject to import duties, taxes, and fees, which are the responsibility of the recipient. These charges are not included in the shipping cost and vary by country. Compliance with the WTO Trade Facilitation Agreement ensures transparency in customs processes.
3. Address Accuracy:
Accurate shipping information is essential for successful delivery. Incorrect or incomplete addresses may result in undeliverable packages or additional fees. Under CISG Article 66, the customer assumes responsibility for losses due to inaccuracies in shipping details.
4. Delivery and Risk Transfer:
Ownership and risk of loss transfer to the customer once the order has been shipped. This complies with CISG Article 67, which outlines risk obligations in international transactions. We recommend selecting insured shipping for high-value orders.
5. Customs Clearance:
The recipient is responsible for ensuring that the product complies with the import regulations of their country. We are not liable for packages detained, rejected, or confiscated by customs authorities. Please familiarize yourself with your country's import restrictions before placing an order.
6. Order Tracking:
International shipments include tracking. A tracking link will be provided upon dispatch, allowing customers to monitor their order’s progress. Tracking updates may vary depending on the courier and destination country.
7. Returns and Refunds:
International returns are accepted within 14 days of receiving the order, provided the item is in its original condition. Return shipping costs for international orders are the responsibility of the customer unless the product is defective or incorrect. Refunds are processed within 7-10 business days of receiving the returned item, minus any applicable shipping fees.
8. Force Majeure:
The company is not responsible for delays or failures in delivery caused by events beyond our control, such as natural disasters, political instability, or customs delays, in accordance with Article 64 of the Colombian Civil Code and relevant international trade regulations.
Cambios y Garantías
¿Aceptan cambios?
Sí, ¡hacemos cambios rápidos, fáciles y gratis! Dentro de tu pedido encontrarás una tarjeta de cambios, si tu pedido no es lo que esperabas y quisieras cambiar de talla o referencia, contáctanos a info@themaah.com.
¿Cuesta hacer un cambio?
¡No tiene ningún costo hacer un cambio! THE MAAH cubre los fletes asociados.
¿Cómo es el proceso para solicitar un cambio?
Dentro de tu pedido encontraras una tarjeta de cambios, si tu pedido no es lo que esperabas y quisieras cambiar de talla o referencia, contáctanos a info@themaah.com.
¿Dónde se envían los cambios?
Al momento de contactarnos, llegamos a un acuerdo de locación.
¿Los productos en descuento tienen cambio?
No, si el producto fue comprado en descuento no aplica para cambio.
¿Cuánto tiempo tarda en llegar mi cambio?
Una vez recibimos el producto de cambio, se enviará la nueva referencia. El tiempo de entrega es entre 1 – 9 días hábiles.
¿Puedo solicitar reembolso de dinero?
El termino máximo para ejercer el derecho de retracto en THE MAAH es de 7 días hábiles a partir de la fecha en que fue entregado el producto. Para cumplir con las condiciones del derecho del retracto el producto deberá ser devuelto por el cliente en el mismo estado en que lo recibió. No se aceptarán productos sucios, desgastados, dañados o lavados. Todo producto debe tener sus etiquetas, marquillas y empaques originales.
¿Cuánto tiempo toma un reembolso de dinero?
Una vez sea aprobado, el reembolso se efectuara entre 7-15 días calendario.
Garantías
¿Cuánto tiempo de garantía tiene el producto?
Cuenta con 30 días calendario, desde el momento en que se efectuó la compra para hacer uso de la garantía del producto.
La solicitud de garantía deberá solicitarse de forma escrita contactándonos al correo info@themaah.com. La garantía, no cubre defectos por mal uso, lavado, almacenaje o similares. De ser aprobada la garantía, el cliente cuenta con 15 días calendario desde la aprobación para hacer uso de dicha garantía. Después de este tiempo la garantía no es valida.
Si recibe una prenda dañada o defectuosa, nosotros nos encargaremos de hacer el cambio lo mas rápido posible y de todos los costos asociados.
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