Policy changes, guarantees and returns
Policy changes, guarantees and returns
Below, you can see the reasons for exchange or return:
Reasons for Calú's responsibility: For this type of returns Favik in
representation of Calú assumes the cost of the return. The return may be requested within a maximum of 5 business days after the delivery of the product.
- When there is a reference error in the shipment.
- When the product presents a damage for responsibility of the logistics operator.
- When the product is damaged or defective for quality reasons.
Reasons Customer's responsibility: For this type of returns, the Customer must assume the cost of the return. The return may be requested within a maximum of 5 business days after the delivery of the product.
- When the customer mistakenly selects a different reference than the one he needs.
- When the customer claims his right to withdraw the purchase.*
*Platform Users have the right of withdrawal, which must be exercised within five (5) business days from the delivery of the product.
Return or Exchange Process: First remember that, for the return, the product must be in the same state in which it was delivered.
- You can enter our Ecommerce, in the "Contact" section, there you can specify
your requirement, and one of our advisors will contact you to
manage your request.
You can also make this type of request by writing to our email
email servicioalcliente@favik.io one of our experts in Customer Service
will contact you to manage your request.
- Our Customer Service team will analyze your request and tell you if the cost of the
return will be assumed by Calú or if it must be assumed by the client, taking into account
consider the reasons stated above.
- If the return or exchange is the responsibility of Calú :
- Our Customer Service team will send you by email the
guide or detachable that you must use for the return. you shall not assume
no additional cost.
- The guide or detachable must be pasted on the product to be returned. remember not
stick it directly on the box.
- In the company of our Customer Service, the date of
pickup.
- Our logistics operator will pick up the product.
- Our Customer Service team will manage the shipment of the correct product,
as soon as we receive confirmation from the carrier. The times of
delivery of the product will be the same stipulated in the delivery promise.
- If the return or exchange is the responsibility of the Customer:
- Our Customer Service team will send you by email the
guide or detachable that you must use for the return. In this case
You will have to assume the cost of the return and the new shipment.
- The guide or detachable must be pasted on the product to be returned. remember not
stick it directly on the box.
- You must go to the carrier of your choice and send the product with
shipping paid.
- As soon as we receive confirmation from the carrier, our team of
Customer Service will contact you to coordinate the payment of the
new shipment. This payment must be generated through a PayU link that
we will make it arrive As soon as the payment is generated, the dispatch of your
order. The delivery times of the product will be the same stipulated in
the delivery promise.
- In the case of being a retraction of purchase. We will make the return of your
money, as soon as we receive the product and verify that it does not present
no damage, this process can take 3 business days.
Remember that the refund time will depend on the form of payment that
you have chosen
If the payment was made by PayU, the refund time is 15 to 25 days
skillful.
If the payment was made by Addi, the refund time is 8 business days.
As soon as the return is reflected, we will send you to your email
transfer certificate.
Note: For all types of returns or exchanges, we must verify that the product is
received in optimal conditions to be able to carry out the new dispatch.