1. WARRANTY POLICY
For purchases made in our physical stores, the customer will have a period of thirty (30) calendar days from the invoice date to request a warranty on their purchase. The foregoing also applies to products acquired through gift cards or vouchers issued by GLA TRADING S.A.S.
In the case of purchases made through our official digital channels, the warranty period will be thirty (30) calendar days from the product delivery date. Claims can be made through our physical stores, via our WhatsApp support channel, or by writing to the official customer service email address.
The customer must provide evidence of the product defect (physical or photographic), as well as the invoice or order number and purchase channel. Transportation costs and other expenses generated during the warranty process will be covered by GLA TRADING S.A.S.
The warranty covers damages or defects attributable to manufacturing, alterations in quality, and failures in containers or packaging that prevent their use. It does not cover damage from misuse. In case of an adverse reaction, the analysis will take up to 3 months from the purchase date.
1.1 CASES THAT EXCLUDE WARRANTY
- Expiration of the warranty period.
- Improper use of the product.
- Failure to follow usage instructions.
- Claims regarding subjective characteristics (such as fragrance retention).
2. EXCHANGE AND RETURN POLICY
Exchanges or returns may be requested within thirty (30) calendar days following the purchase (for physical stores) or delivery (for digital sales). The product must be unused, in perfect condition, with original sealed packaging.
Exchanges will not be accepted for products that are opened, damaged, used, or without original packaging, unless they show quality defects. Exchanges will also not be accepted for products purchased outside of Colombia or from unauthorized distributors.
For quality-related exchanges, please refer to the warranty policy. An invoice or verifiable purchase data must be presented.
Exchanges will be made for the same value or a higher value, with the customer assuming the difference.
If there is no physical store in the city, the customer may request product pickup. GLA will cover the transportation costs.
For hygiene and health reasons, personal use products (cosmetics, deodorants, body care), once opened or used, cannot be exchanged or returned, except for duly proven quality defects.
3. PAYMENT REVERSAL
When a purchase is made by electronic means and the customer is subject to fraud, an unsolicited transaction, does not receive the product, receives a defective product or a product different from the one requested, they may request a payment reversal within five (5) business days following the date they became aware of the event. A complaint must be filed with GLA and the payment method issuer notified.
The reversal will be made to the account or payment instrument initially used. There are fifteen (15) business days to carry it out after validation of the case.
4. RIGHT OF WITHDRAWAL
The right of withdrawal applies to sales made through our online store and digital channels. The consumer may exercise this right within five (5) business days following the product's delivery. The item must be returned in the same conditions in which it was received, unused and without alterations.
The right of withdrawal does not apply to personal, intimate, or hygiene goods when they have been opened or used.
GLA TRADING S.A.S. will refund all sums paid to the customer, without discounts or withholdings, within thirty (30) calendar days after the return of the goods and corresponding documentation.
