Exchange, Returns, and Refund Policy
At INDRA DESIGNS CO S.A.S. we want your shopping experience to be exceptional. If for any reason you need to make an exchange or return, you can do so by following the conditions described below.
PRODUCT EXCHANGES
If you wish to exchange any of the products purchased through our online store www.indrastore.co, you can do so under the following conditions:
Time limit to request an exchange
You have five (5) calendar days from the date of receipt of the order to request an exchange.
How to request an exchange
You must contact our customer service team through:
Email: indrastore.info@gmail.com
WhatsApp: +57 (3212829651)
Including the following information:
- Full name
- ID number
- Order number
- Date of purchase
- Contact number
- Product you wish to exchange
- Reason for exchange
Once your request is received, our team will review the case and inform you of the procedure to follow.
Product conditions for accepting an exchange
For an exchange to be approved, the product must meet the following conditions:
- Not having been used
- Not having been modified or altered
- Being clean and in perfect condition
- Retaining all original tags
- Including its original packaging
Transportation costs associated with the exchange will be borne by the customer, unless the error is attributable to INDRA DESIGNS CO S.A.S.
Exchanges may take up to 10 business days to process from the receipt of the product in our warehouse.
Only one (1) exchange per product is allowed.
Products that cannot be exchanged
For hygiene reasons and the nature of the product, no exchanges are made for:
- Lingerie
- Bodysuits
- Panties
- Promotional items or SALE / OFFERS section items
- Customized or made-to-measure products
ERROR IN PRODUCT DELIVERY
If the product received does not correspond to the one ordered, you have five (5) calendar days from delivery to inform us.
You must send an email to:
indrastore.info@gmail.com
Including:
- Order number
- Photographs of the received product
- Description of the error
Once the case is verified, if the error is attributable to INDRA DESIGNS CO S.A.S., we will assume the costs of collection and shipping of the correct product.
RIGHT OF WITHDRAWAL
In accordance with Article 47 of Law 1480 of 2011 (Consumer Statute), customers have the right to withdraw from the purchase within five (5) business days following the delivery of the product.
To exercise this right:
- The product must be returned unused
- It must retain its original packaging and tags
- It must be in perfect condition
The transportation costs for the return will be borne by the customer.
Once the product is received and its condition verified, the refund will be made within a maximum period of thirty (30) calendar days.
Cases where the right of withdrawal does not apply
According to Colombian legislation, the right of withdrawal does not apply to:
-
Personal use products (such as lingerie)
- Customized or made-to-measure products
- Promotional or liquidation products
- Products that have been used or altered
PAYMENT REVERSAL
In accordance with Article 51 of Law 1480 of 2011, the customer may request a payment reversal for purchases made through e-commerce when any of the following cases occur:
- Fraud in the transaction
- Unauthorized operation
- Non-receipt of the product
- Defective product or product that does not correspond to the one requested
The request must be made within five (5) business days following the transaction.
To request a payment reversal, you must send an email to:
info@indrastore.co
With the subject:
PAYMENT REVERSAL
Including:
- Full name
- ID number
- Order number
- Reason for the request
The bank or payment gateway will carry out the corresponding process.