EXCHANGE, RETURN, AND WITHDRAWAL POLICY
ONCE THE PURCHASE IS MADE, THERE IS NO MONEY REFUND.
Except when:
An exchange shall be understood as the substitution of one product for another, whether due to quality or suitability.
A return/withdrawal shall be understood as the refund of money in exchange for the return of the received product, with the exceptions for exercising the right of withdrawal established by law.
Exchange Policy
In case of dissatisfaction with the purchased product, you can exchange it in accordance with Law 1480 of 2011 and other concordant and current regulations. It should be noted that under said law, cosmetic products and personal use products are not eligible for exchanges.
To exercise the right to an exchange, products must meet the following requirements:
- They must not have been used, washed, or damaged.
- They must retain the original label.
- They must be returned in the original packaging.
- Proof of purchase or gift certificate must be presented.
- Promotional products are not eligible for exchange or money refund.
In case an exchange is required for reasons other than quality, the product must be returned by the same means and in the same condition in which it was received. Transportation costs and any other expenses associated with the return will be covered by the consumer.
Exchange for Quality
In the event that a product has a quality problem, we will acknowledge the product exchange, and all transportation costs will be covered by GRUPO MAGIA NATURAL S.A.S.
If the warranty claim is not accepted after being evaluated by our technical department due to non-compliance with the conditions for exercising the right to exchange products according to Article 16 of Law 1480 of 2011 (Exemption from warranty liability), we will contact you within 3 days following the claim date to coordinate its re-shipment with freight collect, which you must pay to the transport company upon delivery of the product.
For inquiries, you can contact Customer Service Line 3007093799 in Medellín from Monday to Friday, from 8:00 a.m. to 5:00 p.m. Colombian time or email contacto@magianatural.com.co In the event that www.magianatural.com.co sends a different item than requested by mistake, we will acknowledge the exchange. All transportation costs will be reimbursed. We will schedule our carrier to pick up the wrong product and then send the one you initially ordered.
Bad faith on the part of the consumer
In the event that, within the process arising from disputes in the request and processing of payment reversal, bad faith on the part of the consumer is demonstrated, the Superintendence of Industry and Commerce may impose the corresponding monetary sanctions.
Right of withdrawal.
In accordance with the right of withdrawal enshrined in Law 1480, Art. 47 and Decree 587 of 2016, the maximum period to exercise the right of withdrawal in case the purchase is made through electronic commerce mechanisms such as internet, PSE, Call Center or any other telesales mechanism or virtual store, and a credit card, debit card, or any other electronic payment instrument has been used for payment, will be five (5) business days counted from the delivery of the product.
In case of return due to withdrawal, the product must be returned by the same means and in the same conditions in which it was received. Transportation costs and any other expenses associated with the return will be covered by the consumer. In case the claim is due to product quality defects or shipping error, transportation and/or shipping costs will be assumed by GRUPO MAGIA NATURAL S.A.S.
The events in which the participants of the payment process must reverse the payments requested by the consumer are:
- When the consumer is a victim of fraud.
- When it corresponds to an unsolicited operation.
- When the delivered product does not correspond to what was requested, does not meet the inherent characteristics or those attributed by the information provided about it.
- When the delivered product is defective. In case any of the aforementioned events occur, GRUPO MAGIA NATURAL S.A.S will refund the total amount paid, without any deductions or retentions, and the legal term for such effects will apply.
To exercise the right of withdrawal, you must request it by email at contacto@magianatural.com.co, stating the order number, invoice number, products you wish to return, and the value for which the reversal is requested, which must correspond to the value
of the product or products for which the cause is presented.
Complaint to the provider of the good or service.
The consumer must file a complaint with the provider in writing, verbally, or through any means established between the parties for this purpose, indicating the cause or causes invoked to formulate the respective reversal to the participants of the payment process, without prejudice to what is established in the following article regarding the minimum content of the complaint. This complaint must be filed within five (5) business days following the date on which the consumer became aware of the fraudulent or unsolicited operation, or when they should have received the product or received it defective or not corresponding to what was requested. Additionally, in the case of goods, at the same time, they will indicate to the provider that the good will be available for pickup under the same conditions and at the same place where it was received, which will be understood as fulfilling the obligation to return it.
Regardless of the means used to file the complaint, the provider must issue proof of its submission, indicating the date and cause that supports it. When the identity, address, telephone, and other contact details of the provider are unknown, or when they refuse to receive the complaint, the consumer will be exempt from the obligation to submit it and will keep the good available for the provider or producer to pick it up under the same conditions and in the same place where it was received, which will be understood as fulfilling the obligation to return it.
Vanesa Velasquez Puerta
Manager
GRUPO MAGIA NATURAL SAS
Cell: 3007093799
