Exchanges & Returns

Through the Platform, the User purchases products directly from CÁVILAR S.A.S. Therefore, if the User wishes to make a return, exchange, or a complaint about the quality, suitability, and good condition of the products purchased, they must process it directly with CÁVILAR S.A.S through the Platform, in compliance with the following conditions and procedures:

Procedure: The User must:

  • Validate if the product desired in the size or color is available. Exchanges can only be made for products of equal value to the one initially purchased. If the User wishes to exchange it for another product of greater value, they must pay the price difference.
  • Submit the exchange/return request and send it to the electronic notification address: servicioalciente@cavilar.com.co, or via message to WhatsApp or Instagram Direct.
  • Then, the already purchased product must be sent to the address in Medellín: Transversal 49 # 59-48 piso 301, in the name of Cávilar, where the condition of the product will be validated; it must arrive with tags and labels, clean, unused, and in perfect condition (original packaging). If the product does not meet the exchange conditions, the User will be informed via email, call, or Whatsapp or Instagram Direct message of the reason why the exchange will not be made, and the product will be sent back to the initial delivery address.
  • For customers located in countries other than Colombia, both shipping and import costs, as well as the shipping costs of the new product, will be fully assumed by the customer; otherwise, Cávilar S.A.S. will not be obliged to send a new product.

Conditions

To make an exchange, the product must be in perfect condition, clean, unused, with labels and tags. In no case will exchanges of personal use products (panties, thongs, or stockings), jewelry, costume jewelry, personal care products, and cosmetics be allowed.

A product can be exchanged up to thirty (30) days after receiving the order.

The product must be properly packaged.

Costs associated with the return, including the cost of shipping and return transport, will not be refunded, unless a specific promotion applied that states otherwise and for which proof must be provided.

Promotional products do not allow exchange or return, except for warranty or quality issues, and will not be eligible for a monetary refund.

Money Refunds: In accordance with the right of withdrawal established by Law 1480, Article 47, the maximum period for the USER to exercise this right is five (5) business days from the delivery of the goods. The User must return the product by the same means and in the same conditions in which it was received, and must bear the transportation costs and other expenses involved in the return of the goods. Once the period of five (5) days has elapsed without exercising the right of withdrawal, CÁVILAR S.A.S cannot offer a money refund, but can offer an exchange under the conditions described above. In cases where a money refund is announced, CÁVILAR S.A.S. will have a maximum period of 30 calendar days to make the refund, counted from the moment the right was exercised.

Warranty Policy: The warranty period is 60 days for Footwear and 60 days for Clothing, from the moment the User receives the product. The product will be reviewed by the quality department and a response will be provided within a maximum of 15 days. If the garment can be repaired, it will be repaired; otherwise, it will be exchanged. If the fault recurs, the User may choose to have it exchanged.

Solely for warranty claims, CÁVILAR S.A.S. will cover the shipping costs for both return and reshipment of the product in cases of replacement, as well as previously incurred shipping and import costs for customers located in countries other than Colombia, subject to prior review and confirmation of the validity of the warranty offered by CÁVILAR S.A.S.

Exchanges and returns are not accepted in the following cases: 

  • If the garment shows signs of use such as makeup stains, bad odor, stains, etc. 
  • Underwear or stockings, only applicable in case of a manufacturing defect. 
  • Improper washing of the garment. For example, machine drying, washing at high temperatures, mixing white or off-white garments with colored garments, wringing out the garment, etc. It is important to carefully review washing recommendations. 
  • Misuse by the customer.

 Garment Availability: 

cavilar.com.co is normally updated daily with available inventory; however, on some occasions, a garment purchased by a customer may not be available. In such cases, we will contact the customer by email, WhatsApp, Instagram Direct, or phone to notify them and offer a possible solution.

Important note: products on promotion or with special prices are not eligible for exchange or return.

Products purchased during VAT-free days can be exchanged for the same product in another size or for a different item (in this case, the customer must pay the difference in value).