Note: The policies contained on this page apply exclusively to our online store www.truccos.com.co.
Non-face-to-face and face-to-face procurement policy
Once the order is confirmed, it will be automatically redirected to the payments page. The corresponding payment process must be followed there. TRUCCOS does not store customer financial information.
The same conditions will be made for the debit card (PSE) process, credit card or face-to-face cash payments at the points allocated for this.
If the order is confirmed by the customer and the means of payment is with face-to-face payment in cash, TRUCCOS will separate the garment but the sale will not be confirmed until the order is paid in full at the points assigned to do so in person and in the time stipulated to do so, which will be 48 (forty-eight) hours from the time the products are separated and you have the coupon or code to make the face-to-face purchase. If the days to cash in the coupon are met and it was not paid, the garment will return to the stock of the virtual store www.truccos.com.co.
If the process of in-person purchase of the product is completed between the stipulated dates and in the assigned establishments, the product will be dispatched once TRUCCOS is informed of the payment.
For non-face-to-face purchases, once the purchase process is completed on the payments page and has been verified and approved, TRUCCOS will dispatch the products to the address specified in the purchase information.
12. Right of Withdrawal
As stipulated in article 47 of Colombian Law 1480 of 2011, the conditions for enforcement of the right of withdrawal will be as described below:
"In all contracts for the sale of goods and the provision of services through financing systems granted by the producer or supplier, the sale of timeshares or sales using non-traditional or remote methods, which by their nature should not be consumed or have not begun to be implemented within five (5) days, the right of withdrawal by the consumer <sic>In the event in which the power is made the contract will be terminated and the money that the consumer has paid must be refunded.
The consumer must return the product to the producer or supplier by the same means and under the same conditions in which he received it. Transportation costs and others in the return of the good will be covered by the consumer.
The maximum term for exercising the right of withdrawal shall be five (5) working days from the delivery of the good or the conclusion of the contract in the event of the provision of services.
The following cases are exempt from the right of withdrawal:
1. In contracts for the provision of services whose provision has begun with the consumer agreement;
2. In contracts for the supply of goods or services whose price is subject to fluctuations in financial market coefficients which the producer cannot control;
3. In contracts for the supply of goods made in accordance with consumer specifications or clearly customized;
4. Contracts for the supply of goods which, by their nature, cannot be returned or may deteriorate or expire rapidly;
5. In betting and lottery service contracts;<
6. In contracts for the acquisition of perishable goods;
7. In contracts for the acquisition of personally used goods
The supplier must refund in cash to the consumer all sums paid without any discounts or withholdings. In any case, the return of the money to the consumer may not exceed thirty (30) calendar days from the time he exercised the right."
Notwithstanding the above, and in order to execute the right of withdrawal THE CONSUMER must meet certain general requirements, which are detailed below:
12.1. General Conditions for a Retraction
- The product must not be damaged or damaged by actions attributable to the user.
- The product must have labels, sales invoice, accessories and packaging. (including manuals, user guides, warranty certificates, etc.).
- The product should not show signs of use, dirt or wear.
- The product must not have more than FIVE (5) business days of delivery.
- The purchased product must not incur the above-indicated withdrawal exceptions.
12.2. Withdrawal Logistics Conditions
- The consumer must return the product purchased by the same means and under the same conditions in which he received it. Transportation costs and others in the return of the good will be covered by the consumer of the product.
12.3. Withdrawal Refund Conditions
- In the event that the product complies with all the conditions stipulated in law 1480 of 2011, TRUCCOS will proceed to make the refund of the money, without any discount or deduction within a maximum period of thirty (30) calendar days from the time the consumer exercised the right.
13. Reversal of payment
Colombian law provides that in sales made through e-commerce mechanisms, such as the Internet, and a credit card, debit card or any other electronic payment instrument has been used to make the payment card, the participants of the payment process must reverse the payments requested by the consumer when it is the subject of fraud, or corresponds to an unsolicited operation, or the purchased product is not received, or the delivered product does not correspond to what is requested or defective. The bank is responsible for meeting the time to make the reversal of the payment.
As stipulated in article 51 of Colombian Law 1480 of 2011, the conditions for the reversal of payment will be as described below:
"Where sales of goods are made through e-commerce mechanisms, such as the Internet, PSE and/or call center and/or any other telesales mechanism or virtual store, and a credit card, debit card or any other electronic payment instrument has been used to make the payment card, the participants of the payment process must reverse the payments requested by the consumer when it is the subject of fraud, or corresponds to an unsolicited transaction, or the purchased product is not received, or the delivered product does not correspond to the requested or defective.
For payment to proceed, within five (5) business days of the date on which the consumer was aware of the fraudulent or unsolicited transaction or that he must have received the product or received it defective or without corresponding to the request, the consumer must file a complaint with the supplier and return the product, where appropriate , and notify the issuer of the electronic payment instrument used to make the purchase, which, in conjunction with the other participants in the payment process, will reverse the transaction to the buyer.
14. Product shipping and delivery policy
The products will be sent through a national logistics and transport operator, recognized in Colombia. The value of the shipment shipment will be agreed separately at the end of the transaction informing the user of the value of the same and is not included for deliveries abroad. Taxes, on import or export fees or charges, caused by customs in other countries will not be included in the price of the garment.
For cash purchases, the shipment of the garments will be made once the payment of the same has been confirmed and will only apply in the Colombian territory.
We do not currently have sales and delivery capacity worldwide. If you wish to purchase our products and are in a country where we do not have delivery capacity, please contact email@example.com via e-mail before making the purchase as the value of the freight will be determined by the cost determined according to prior analysis of the geographical location, weight and volume of the order to be shipped.
The shipping times will be those determined by the national logistics operator, which correspond to the following for the Colombian territory:
1.Major and intermediate national cities between three (3) and five (5) business days that have delivery capacity. • Zonal municipalities and other destinations between five (5) and ten (10) business days. • Air zones, special destinations and international shipments between ten (10) and twenty (20) business days. • Air zones, special destinations and international shipments between ten (10) and twenty (20) business days
2. Delivery days are counted on business days, which correspond from Monday to Friday. Saturdays and Sundays DO NOT count as business days, nor on public holidays. For orders that are approved on Saturday, Sunday or public holidays, delivery time will start counting from the next business day. Orders that occur within the Colombian territory before 9:00 a.m. Colombian time (GMT-5) count as orders placed on the same day; after 9:00 a.m. (GMT-5), orders that occur will count your official delivery time from the next business day.
3. TRUCCOS does not undertake to make deliveries at an exact time and will be subject to the delivery times of the logistics operator.
4. Tracking code. Once the transaction is processed, that is, it is approved by the bank, a tracking code will be granted with which you will be able to know exactly what state your order is in.
5. Authenticity of information. The information provided in the form on the payment page is that used for the delivery of the product, which is why it must be authentic and truthful. TRUCCOS is not responsible for packages not delivered for errors in the information provided such as:
• Wrong or incomplete address.
• Wrong or incomplete name.
• Incomplete or non-existent contact details.
It should be noted that the delivery of the product will be made at the address indicated by the buyer to any person of legal age who inhabits or is present at the place of delivery, for which it will suffice to sign the guide of the transporter or the report of the transporter if the package has been delivered.
8. Packages returned. In the event that the package cannot be delivered either due to errors in the information provided (the delivery address was not found, the recipient name does not correspond to the address provided) or for logistical problems beyond our control, it will be the responsibility of the user.
Any extra expenses incurred for the reasons mentioned in this section will be borne entirely by the user. In the event that the product has signs of damage or ruptures in its packaging at the time of delivery, it must be registered in the logistics operator's guide as an observation and contact the customer service line to process and respond to the request
9. Customs process. The moment your package enters the destination country, it will go through a series of filters at national customs. Please note that sometimes customs authorities may delay the processing of packages and this may affect delivery times offered by us.
COVID-19announcement : Some packages may experience delays in shipment, as the logistics service operator attempts to carry out deliveries to the extent thatglobal and/or national blockades, established to circulate by each of the respective nations, allow delivery.
In case of inconvenience with the shipment or delivery of your product, you can contact email firstname.lastname@example.org,Whatsapp +57 314 8651454 or telephone line +57 (4) 5120440 ext. 123 in the city of Medellin, Colombia.
The delivery of the product will be made at the address indicated at the time of submitting the offer by the buyer to any person of legal age who is inside the home.
Billing will be done electronically, in accordance with the laws in force in the Republic of Colombia; by means of a data message to the email previously registered by the buyer in TRUCCOS.
TRUCCOS reserves the right to refuse any order placed by the buyer. TRUCCOS, at its discretion, may limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders using the same billing and/or shipping address.
In the event that TRUCCOS makes a change or cancels an order, it will be notified by contacting you via email and/or billing address or telephone number provided by the buyer at the time the order was placed. TRUCCOS reserves the right to limit or prohibit orders that, in its view, appear to be placed by dealers, resellers, purchasing agents or distributors.
As a buyer, you agree to provide current, complete and accurate information about the purchase and account used for all purchases made in our store. The buyer also undertakes to quickly update their account and other information, including their email address and credit card numbers and expiration dates, so that TRUCCOS is able to complete transactions and contact you when necessary.
16. Product Warranty
The legal guarantee is TRUCCOS' obligation to buyers to ensure quality, suitability, safety, good condition and operation of the products offered.
In order to be able to apply to the legal guarantee on the goods acquired, the product cannot present obvious symptoms of abuse, misuse or improper manipulation on it by the CONSUMER.
The legal guarantee offered by TRUCCOS shall be submitted in accordance with law 1480 of 2011 and Decree 735 of 2013, and in particular to the following criteria:
16. 1. Term of legal guarantee
TRUCCOS will offer a guarantee for the term of ninety (90) calendar days from receipt of the product by the buyer, for factory defects, quality of the product offered according to its characteristics, ordinary defects or lack of suitability of the good for the purpose for which it has been created. The guarantee shall not apply in the case of grounds of exemption as determined in Article 16 of Law 1480 of 2011.
16.2. Product out of warranty time
The product with a longer purchase period than set out in the previous numeral shall not apply for the warranty.
16.3 Warranty Waiver
The guarantee shall not apply in the case of grounds of exemption as determined in Article 16 of Law 1480 of 2011.
BY WAY OF EXAMPLE MORE NON-LIMITING WE NOTE SOME OF THE WARRANTY RESTRICTIONS
1. When the stipulated terms and deadlines are not met.
2. For the misuse of the product or has not been used on the basis of the instructions and / or user manual.
3. The product has been intervened or altered.
4. That the product is not optimal cleaning and hygiene conditions
16.4. Requirements and conditions that must be met to enter within the terms of the warranty.
The buyer must express his desire to return or exchange a product by warranty within ninety (90) calendar days of receipt of the product at the address indicated at the time of making the offer. Notification must be made via email email@example.com,Whatsapp +57 314 8651454 or telephone line +57 (4) 5120440 ext. 123. If after ninety (90) calendar days after receipt of the product, the buyer has not expressed his desire to execute the product warranty, it will be understood that he has given up any claim with TRUCCOS and the warranty will be extinguished.
The shipment of the products requested to execute the warranty will be assumed by TRUCCOS. Instructions for returning the product will be sent via email once the request has been received.
When the product returned by the buyer is received at the TRUCCOS facility, it will be reviewed and inspected that meets the conditions contemplated as collateral.
The buyer will be offered the possibility to make a change for a product of the same reference in another color or size, or a coupon for the same value of the product purchased to make a new purchase of a different garment only through the website www.truccos.com.co, or the return of the money. For any of the above cases, TRUCCOS will carry out the operations within a maximum period of thirty (30) working days from the receipt of the product returned by the buyer, but there will be no place for compensation, interest or other items in favor of the buyer.
16.5. Claim for legal guarantee for the same reason for the second time
In the event that the case notified to THE SUPPLIER, is diagnosed by the SUPPLIER as a matter of quality of the product and in turn corresponds to failure for the second time on the occasion of the same reason, for the solution of the same THE COSUMIDOR may choose a new repair, the change of the good or the return of the money, which will be coordinated between the areas in charge of THE PROVIDER , TRUCCOS has ten (10) business days following the time the consumer makes available the good subject to the request for the effectiveness of the legal guarantee.
16.6. Terms of reply for legal guarantee not covered by these terms and conditions or In Colombian regulations
In any of the cases not covered by Law 1480 of 2011 or Decree 735 of 2013, TRUCCOS will carry out the transactions within a maximum period of thirty (30) working days from the receipt of the product returned by the buyer, but there will be no place for compensation, interest or other items in favor of the buyer.
For all cases indicated above, it should be noted that, according to the shipment to the destination city to which the product will be shipped, the deadlines and times set out in the TRUCCOS product shipping policy must be taken into account.
17. Product Change Policy
A buyer who is not satisfied with a product, for one of the following reasons, may request the change of product, only under the following circumstances:
17.1. Size: in the case of receiving the garment with the size different from the one specified at the time of the order, it will be changed by TRUCCOS, which will be responsible for the logistics of the same. Example: a size eight (8) is ordered and a size ten (10) arrives.
17.2. Color: If the purchased garment arrives in a different color than specified at the time of order, it will be changed by TRUCCOS, which will be responsible for the logistics of the same. Example: a military green trouser is ordered and comes beige.
17.3. Fit (Type of fabric or silhouette): in the event that the garment ordered does not go according to the body of the person who made the purchase and does not horma in the proper way, it may be changed by TRUCCOS, which will be responsible for the logistics of the same. Example: the garment is very wide or narrow even with the right size, which makes it uncomfortable.
The buyer must express his desire to return or exchange a product within ten (10) calendar days of receipt of the product at the address indicated at the time of making the offer. Notification must be made via email firstname.lastname@example.org,Whatsapp +57 314 8651454 or on telephone line +57 (4) 5120440 ext. 123. If after the term indicated above at the receipt of the product, the user has not expressed his desire to request the change of product, the company will not make the product change. Without prejudice to the legal guarantees that assist the buyer.
The shipment of the products that are requested to be exchanged for another product will be assumed by TRUCCOS, only for the first change. The products must be returned by the buyer in the same packaging that received it, without uses or modifications, with all labels and in the same state of preservation that was sent by TRUCCOS. Instructions for returning the product will be sent via email once the request has been received.
When the product returned by the buyer is received at the TRUCCOS facility, it will be reviewed and inspected that meets the conditions described above and if it is positive, the following alternatives will be offered to the buyer:
to. The user will be offered the possibility to make a change for a product of the same reference in another color or size, or a coupon for the same value of the product purchased to make a new purchase of a different garment only through the www.truccos.com.co website. For any of the above cases, TRUCCOS will carry out the operations within a maximum period of thirty (30) working days from the receipt of the product returned by the buyer, but there will be no place for compensation, interest or other items in favor of the buyer.
Promotions only return money or exchange products for manufacturing defects, without prejudice to the right of withdrawal that assists the consumer under law 1480 of 2011.