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Return Policy

The following policy only applies to purchases made through https://www.brunalingerie.com/ or the WhatsApp line + 57 3176985237. In accordance with the right of withdrawal enshrined in article 47 of Law 1480 of 2011 Consumer Statute, to exercise the right of withdrawal you must return the product by the same means and in the same conditions in which you received it, it is not applicable to goods for personal use, such as clothing, underwear and swimwear. To manage the return of your product, you must inform by submitting a formal request, sent to the email info@bruna.co or by sending a WhatsApp message to the number +57 323 288 4239, indicating that the same will be exercised, our team The support team will tell you the steps to follow to exercise the right of withdrawal. After submitting the claim, the team in charge will tell you where to send the package. The product must undergo a quality inspection to verify compliance with the terms described in this policy. A collection date will be coordinated by the transport company, keep in mind that the shipping costs to return your products and exercise your right of withdrawal are your responsibility. GRUPO 2K SAS reserves the right to recognize said withdrawal if the product It was still used for the first time. To request the return of products you must meet the following conditions: (i) The maximum period to request a return is FIVE (05) calendar days counted from the date of delivery of the products. (ii) The product must be in perfect condition, must not have been used or washed, contain the original labels, accessories and packaging, finally must not have signs of use or have been modified or altered from its original state. (iii) In accordance with numeral 7 of article 47 of law 1480 of 2011, goods for personal use are exempt from the right of withdrawal. If the aforementioned requirements are met, GRUPO 2K SAS will return the total amount you paid for the garments. This payment does not include transportation costs, which must be assumed by the buyer, without discounts or withholdings. The refund will be made within a maximum period of (30) calendar days, through one of the following ways: Electronic Transfer: Within (10) business days after receiving the product. Reversal of payment: Thirty (30) business days after receiving the product. It is made to the same account or credit card from which the purchase was made. • Bank Account Consignment: Thirty (30) business days a bank deposit will be made in the name of the client. PAYMENT REVERSAL The law provides that in sales made through electronic commerce mechanisms, such as the Internet and where a credit card, debit card or any other electronic payment instrument has been used to make the payment, the participants in the payment process must reverse the payments. that the consumer requests when he is subject to fraud, or corresponds to an unsolicited operation, or the product purchased is not received, or the product delivered does not correspond to what was requested or is defective. For the reversal of the payment to proceed, within five (5) business days following the date on which the consumer learned of the fraudulent or unsolicited operation or that he should have received the product or received it defective or not corresponding to what requested, the consumer must submit their request to GRUPO 2K SAS and return the product, when appropriate. To process the return of the products (for cases in which their delivery has been made), the Customer Service area of ​​GRUPO 2K SAS will coordinate with the Client the date and time in which the transport company will carry out the collection. CHANGES If you want to make a change to any of our products, you can do it like this: Purchases made in physical stores may be exchanged by shipping or directly at our in-person points of sale. Through the website, when you have made the purchase through this means. Keep in mind that GRUPO 2K SAS reserves the right to accept changes, returns or guarantees with prior analysis of the product. Verifying the condition of the garment in the aforementioned conditions. To request a change of products, you must meet the following conditions: (iv) The maximum period to request a change will be thirty (30) calendar days from the date of delivery of the products. (v) The product must be in perfect condition, must not have been used or washed, contain the original labels, accessories and packaging, and finally must not have been modified or altered from its original state. (vi) Promotional products have no change. Remember that you will have our 90-day guarantee. (vii) Please note that accessories, panties and bodysuits do not have change. The change must be for a value equal to or greater than the value of the product, in which case the customer will pay the excess value if he wishes to replace his product with one of higher qualities than the initial ones. Change at GRUPO 2K SAS points of sale you must deliver the product at any BRUNA point of sale, present the document equivalent to the invoice and the ID number of the person who made the purchase, or request the change through our email info @bruna.co, attaching the following information: Full name, identity document, contact telephone number, reference of the product you wish to change and the store where you made the purchase Changes through the website, you can change through our email info@bruna.co, attaching the following information: Full name, identity document, contact telephone number, reference of the product you want to change, order number, email email used to place the order. Once the change request has been filed with the necessary data for it, compliance with the requirements and origin of the change will be analyzed. If the change is appropriate, a date is scheduled for collection by the transport company, according to the day that is coordinated with the client to make the return of the product or at the time of delivery. Our team will schedule the collection of your package at the address you previously provided us, the items for changes will be reviewed by our quality team, once the change is approved, the new product will be shipped. When the Client delivers the product to the carrier, it must already be properly packaged. You can use the same packaging in which you received the order, however, this must be appropriate according to the nature of the product so that it is not affected during the transportation process. GRUPO 2K SAS will respond to your request within a period of fifteen (15) to twenty (20) business days, by email or another system that GRUPO 2K SAS deems convenient. Your first change is FREE, if you are not satisfied with the new product and want to change it again, you must assume the cost of shipping, making it reach our facilities In the event that your product does not meet the criteria of our exchange and return policy, we will inform you with an email of the reason why the change is not applicable and the product will be returned to the initial shipping address. GRUPO 2K SAS reserves the right to charge the Client for said shipment. For the purposes of requesting a change, we recommend that you take into account: It is important that you verify the condition before removing the label and actually delivering the garment or accessory. You must present a document equivalent to a purchase invoice and/or the purchase order as appropriate when it is done through virtual portals. • As a general rule, GRUPO 2K SAS does not refund money and if considered viable, it will do so by issuing a credit note valid for up to six (06) months, for the same value of the product or products subject to change. accepted, reserving the possibility of restitution of money in specific cases and valued according to quality and compliance standards. • All exchanges are subject to inventory availability.