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.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@themaah.com. Please note that returns will need to be sent to the adress we send you.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@themaah.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@themaah.com.
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