RIGHT OF WITHDRAWAL, PRODUCT EXCHANGE POLICY, AND PAYMENT REVERSAL
RIGHT OF WITHDRAWAL
“RIGHT OF WITHDRAWAL” shall be understood as the Customer’s right to terminate the contract, regret, or desist from it within ninety (90) calendar days counted from the delivery of the Product; within this period, the Customer must notify and return the products purchased to TACAY. The Right of Withdrawal does not apply to personal use items, such as clothing, accessories, perfumes, creams, cosmetics, and jewelry. Likewise, the Product must not show signs of use, dirt, or wear, nor be damaged or deteriorated.
Procedure: The Customer must express their intention to exercise the right of withdrawal within ninety (90) calendar days following the delivery of the Product. The procedure can be requested by visiting https://www.tacay.co/pqrs. You can also contact our Customer Service department through the following means: nationwide phone line 310-786-0573 or email gerencia@tacay.co during business hours: Monday to Friday from 8:00 a.m. to 6:00 p.m. continuous shift.
Refund Conditions. If the Product to be returned was paid with a debit card, the full amount effectively paid will be refunded through: i) bank transfer (to the bank account provided); ii) if the payment was made with a credit card, the refund will be requested from the card issuer so that the Customer receives the refund as a deduction on their statement; iii) if payment was made on delivery, the Customer must provide the bank account to which the refund will be made. In the event that the Customer does not have a bank account, TACAY will refund the money through Efecty. The refund via bank transfer or cash through Efecty will be made within thirty (30) calendar days following the date TACAY receives the returned Products at its warehouse in the same condition as they were delivered to the Customer.
TACAY will verify that the right of withdrawal has been exercised within the term and conditions specified in these Terms and Conditions for it to be accepted. In cases where the refund is made to a bank account or through Efecty, the refund will be made in the name of the person who made the purchase. Refunds will not be made in the name of third parties to prevent fraud.
If the Customer decides to request the refund through a payment method different from the one originally used, they must inform this at the time of the request, including at least the necessary information and/or data to carry out the refund.
If the Customer decides to request a voucher for the value of the returned products, it will be sent to their email no later than six (06) business days, and can be used from that moment until six (06) months after receipt.
In the event of failure to meet the agreed delivery time for the Product or when the delivered Product does not correspond to the requested one, the Customer will have the right to request contract termination or cancellation and obtain a refund, subject to administrative fees or deductions.
PAYMENT REVERSAL
The Customer may request a payment reversal for a product purchased on the Portal directly when the product is not received, or the delivered product does not correspond to the one requested or is defective. If the Customer detects that a fraudulent transaction has been made—that is, a charge was made to their credit or debit card in the name of TACAY—they must contact their card issuing bank to report the event, so that through the bank’s procedures, the corresponding amount can be reimbursed, if deemed appropriate after the bank’s investigation.
Procedure: To request a payment reversal, the Customer must notify TACAY’s Customer Service department within five (5) business days following the date on which the Product was supposed to be received but was not, or the date on which a defective or incorrect Product was received.
In the latter case, the Customer must return the Product according to the procedure established to exercise the right of withdrawal.
For both cases, if the payment was made with a credit card, TACAY will request the payment reversal from the intermediary providing the service. If the purchase was made with a debit card or another electronic payment method different from a credit card, or under the cash-on-delivery modality, the money will be refunded via bank transfer (to the bank account provided by the Customer). If the Customer does not have a bank account, TACAY will process the refund through Efecty.
In cases where the refund is made to a bank account or through Efecty, the refund will be issued in the name of the person who made the purchase. Refunds will not be made in the name of third parties to prevent fraud.
Likewise, notifying TACAY’s Customer Service of the situations described above does not exempt the Customer from their responsibility to report the claim to the issuer of the electronic payment instrument used to make the purchase.
When the payment corresponds to multiple products, the Customer may request a partial reversal of the payment for those products related to the request. In this case, the Customer must clearly specify which Product and the amount for which the reversal is requested. Once the Customer notifies TACAY of the reversal request, TACAY must inform the intermediary provider to process the electronic transactions so that they immediately notify the issuer of the payment instrument. The time it takes for the card issuer to reflect the payment reversal on their statements may be delayed and is beyond the responsibility of TACAY.
WARRANTY
Unless otherwise indicated on the Portal regarding a specific Product, as a general rule, the products sold there will have a warranty of thirty (30) calendar days or the one offered by the manufacturer, whichever is longer, in both cases counted from the receipt of the Product by the Client.
All Products sold on the Portal have a limited quality warranty for the term indicated above. To make the Warranty effective, it is the Client’s obligation to fully comply with all the conditions and requirements stated in the “RETURN POLICY” section set forth in these Terms and Conditions. TACAY will have the right to repair or replace the item, or refund the money paid for the product. The repaired product or its replacement with a new one will be sent to the Client at the address provided during registration or to the location indicated in writing to TACAY’s Customer Service area.
The repair, if it can be carried out, will be done within thirty (30) business days counted from the day after the Product is received at TACAY’s warehouses. If it takes longer due to the complexity of the repair, the Client will be informed of this situation. If the Product cannot be repaired or the initial defect persists, the product will be replaced with an identical or similar item; or a voucher or refund will be issued to the Client, according to their choice. Under no circumstances may the characteristics of the replacement Product be inferior to those of the item that gave rise to the warranty. Repairs performed on the products will be free of charge, and transportation costs will be borne by TACAY. If it is decided to replace the item with an identical or similar product, the replacement will be made within ten (10) business days from the date the product subject to the exchange is received at TACAY’s warehouses, and the warranty period will start again. In cases of refund, TACAY has up to thirty (30) business days from the acceptance of the warranty to process the reimbursement. The acceptance of a Warranty will depend on the category to which the product belongs.
CHANGE POLICY
The change policy applies in the event that a product presents quality or suitability defects that allow the Client to request the product warranty or the legal warranty, as the case may be.
Change due to quality and suitability defects.
For warranty-based exchanges to be valid, the Product must present defects in quality or suitability; that is, it must have manufacturing or production deficiencies and/or be entirely unfit for the intended use.
Unless otherwise indicated on the TACAY Portal, products sold directly by TACAY will have a warranty of thirty (30) calendar days or the term offered by the product manufacturer (whichever is longer), starting from the date the Product is received by the Customer.
To request the warranty service, the Customer must contact the Customer Service area (by phone, chat, or email), report the damage to the Product, and make it available to TACAY within eight (08) business days following the date on which the warranty request was notified.
Once the warranty request is received, TACAY will generate a return shipping guide so the Product can be delivered at Servientrega collection points designated for pickup. This guide will be sent to the Customer’s email registered in the purchase order or provided at the time of the request. The Customer may also request, if possible due to their address, that the product be picked up from the specified domicile.
In any case, the Customer is solely responsible for shipping the Product to TACAY’s warehouses located in Bogotá D.C. or Villavicencio – Meta, within the indicated timeframe. If for any reason the return shipping guide is not sent to the Customer by TACAY’s Customer Service area, instructing them to visit the Servientrega office of their choice, this will not excuse the Customer from their obligation to send the Product to the respective warehouses within the terms established herein.
Procedure: The Customer must enter the web portal https://www.tacay.co/pqrs and report their intention and request for an exchange. The Customer must leave the Product at any Servientrega office; the Product must be in its original packaging, sealed, and in the same condition as when it was delivered. Regardless of the chosen return method, the Customer must return the product subject to exchange to TACAY’s warehouses no later than eight (08) business days following the date on which the request was made. Failure to do so will be understood as a withdrawal from the exchange request.
Methods for making the exchange. The exchange options offered by TACAY are: exchange for the same product, exchange for a coupon, or a refund.
