Returns and Exchanges Policy

Exchanging or returning an item at Vergara Collection couldn't be easier.

At Vergara Collection we strive to ensure complete customer satisfaction. Try on your purchase in the comfort of your home and let us know immediately if you would like an exchange or a refund. We offer exchange and return options, both for customers within Colombia and outside of Colombia, in accordance with the following policies and terms:

Changes and Returns within Colombia:

The customer is always our priority and that is why with each purchase you can request a size change, exchange for a different product or return of the product.

Deadline: Customers within Colombia have up to 30 calendar days, counting from the date of receipt of the package, to request changes or returns.

Exchange Options: Purchased products can be exchanged in our physical store in Bogotá at Calle 93B #13-30 or virtually.

Exchange Rates: The customer can request a change of size, exchange for a different product or return of the product.

• Size Exchanges: In the case of exchanges only for size, the customer will receive the new product without having to make additional payments.
• Exchanges for Another Product:
• Lower Value Product: If the new product has a lower value, the customer will receive a credit valid for 12 months.
• Higher Value Product: If the new product has a higher value, the customer must pay the difference using the payment methods available in our store.
• Full Refund: In case of full refund, the customer will receive credit for the same value of the returned merchandise and valid for 12 months.

Product Availability: Size or other product changes are subject to availability in the store, and Vergara Collection is not committed to having the products requested for the exchange.

Conditions: The merchandise must be delivered in perfect condition, with labels, original packaging and without signs of use. In addition, the buyer's ID, name and date of purchase must be provided.

Procedure:

• Physical Store : The customer must physically take the product and packaging to our store and provide the purchase information to the advisor.

• Virtual Changes: The client can start the change process by clicking on the following WhatsApp link , where they will be assisted by an advisor throughout the entire process.

The assigned advisor will carry out the following process:

• You will be asked for purchase information and confirmation of the products to be returned.
• The customer will be asked to return the merchandise to our store and send the corresponding guide.
• Once Vergara Collection receives the merchandise, it will contact the customer to confirm that the garments have arrived in compliance with the conditions set out above.
• In the event that the merchandise returned by the customer does not comply with the conditions of conformity for the exchange, it will be sent back with cash on delivery shipping.
• If the conditions are met, we will proceed to send the exchanged merchandise, if applicable, or leave the balance in favor so that the client can use it within the allowed time. The cost of shipping the exchange will be assumed by Vergara Collection.

Changes and Returns outside Colombia:

The customer is always our priority and that is why with each purchase you can request a size change, exchange for a different product or return of the product.

Deadline: Customers outside of Colombia have up to 30 calendar days, counting from the date of receipt of the package, to request changes or returns.

Exchange Rates: The customer can request a change of size, exchange for a different product or return of the product.

• Size Exchanges: In the case of exchanges only for size, the customer will receive the new product without having to make additional payments.
• Exchanges for Another Product:
• Lower Value Product: If the new product has a lower value, the customer will receive a credit valid for 12 months.
• Higher Value Product: If the new product has a higher value, the customer must pay the difference using the payment methods available in our store.
• Full Refund: In case of full refund, the customer will receive credit for the same value of the returned merchandise and valid for 12 months.

Product Availability: Size or other product changes are subject to availability in the store, and Vergara Collection is not committed to having the products requested for the exchange.

Conditions: The merchandise must be delivered in perfect condition, with labels, original packaging and without signs of use. In addition, the buyer's ID, name and date of purchase must be provided.

Procedure:

The customer can start the change process by clicking on the following WhatsApp link, where they will be assisted by an advisor throughout the process.

The assigned advisor will carry out the following process:

• You will be asked for purchase information and confirmation of the products to be returned.
• The customer will be asked to return the merchandise to our store in Bogotá and send the corresponding guide.
• Once Vergara Collection receives the merchandise, it will contact the customer to confirm that the garments have arrived in compliance with the conditions set out above.
• In the event that the merchandise returned by the customer does not comply with the conditions of conformity for the exchange, it will be sent back with cash on delivery shipping.
• If the conditions are met, we will proceed to send the exchanged merchandise, if applicable, or leave the balance in favor so that the client can use it within the allowed time. The cost of shipping the exchange will be assumed by Vergara Collection.

Right of Withdrawal according to Colombian Law:

According to Colombian law, consumers have the right to withdraw from purchases made through electronic means.

Deadline: The customer has a maximum of 5 business days, counting from receipt of the product, to notify Vergara Collection via WhatsApp of their decision to withdraw from the purchase. Customers must click on the following WhatsApp link  

Return Procedure: The product must be returned by a certified carrier within a maximum period of 8 business days from the receipt of the product by the customer. Any loss of the merchandise before it is received by the store is the customer's responsibility.

Return Conditions: The product must be in perfect condition, with the original packaging and labels without having been altered.

Refund: Vergara Collection will refund the maximum amount of money within the following 20 business days after receiving the returned product.

It is important to note that these policies are subject to change or updates without prior notice, so we recommend that our clients regularly review this section to be informed of any changes.

To request an exchange, return or exercise the right of withdrawal, please contact us through our customer service at WhatsApp +57 3232049370 or at comercial@vergaracollection.com

We appreciate your trust in Vergara Collection and we are here to provide you with the best service possible.

Sincerely, The Vergara Collection Team