Exchange, Return, and Warranty Policy
Scope of the Policy
This policy applies to all products purchased through Colombia Wow, including:
Handcrafted items made by Colombian communities.
Trendy or viral products offered through a catalog.
Products managed via dropshipping, where applicable.
This policy does not replace the inalienable consumer rights established by Colombian law; rather, it complements them with clearer and more accessible processes for our customers.
- Returns Due to Defective Products
If you receive a defective, damaged, or faulty product, you can request an exchange or return within the first 10 calendar days from the date you received your order.
In order to process this request, you must meet the following requirements:
2.1. Conditions for Requesting a Refund
The product must have a defect, damage, or nonconformity attributable to manufacturing or handling during transport.
The item must be in a condition similar to that in which it was delivered, with no signs of improper use.
It is essential to keep the original packaging, as it is required for verification with suppliers and carriers.
You must contact us within the specified time frame (10 days) through our official channels.
2.2. How to Begin the Process
Please contact us through any of our customer service channels:
Email: servicioalcliente@colombiawow.com.co
The message includes:
Order number.
Full name.
Photographs or video showing the defect.
Photo of the original packaging.
Our team will review the information and guide you through the next step.
- Possible Solutions
Once we confirm that the product meets the conditions of this policy, you can choose one of the following options:
3.1. Exchange for the Same Product
If it's in stock, we'll send you a new unit of the same item.
In the case of handmade crafts, there may be natural variations in color, size, or texture due to their handmade nature. These variations are not considered defects.
3.2. Exchange for Another Product
If the original product is unavailable or you'd like an alternative, you can choose another item of the same value.
If you choose one with a higher value, you'll only have to pay the difference.
3.3. Refunds
If you prefer a refund, we will issue the refund via the same payment method used for the purchase, provided that the platform allows it.
The estimated time for a refund ranges from 5 to 15 business days, depending on the payment method and the financial institutions' procedures.
- Related shipping costs
If the return is due to a defective or damaged product or a shipping error, Colombia Wow will cover the return shipping costs.
If the customer decides to make a voluntary exchange (due to design, size, or a preference unrelated to defects), the shipping costs will be borne by the buyer.
(This provision applies only if Colombia Wow implements the voluntary changes as part of its future business operations.)
- Exceptions to Exchange or Return Policies
In order to protect product quality and respect the artisanal nature of certain items, there are situations in which we cannot accept returns:
Products with signs of use, stains, wear, or alterations not attributable to the supplier.
Handcrafted items may feature natural variations in their design, which are part of their authenticity and are not considered defects.
Items without their original packaging or with missing parts.
Products that have been tampered with or modified by the user.
- Quality Assurance
The warranty is designed to cover manufacturing defects or malfunctions that affect the product's functionality.
However, due to the nature of our catalog, the warranty may vary depending on the supplier, especially for the following items:
Handcrafted, handmade.
Manufactured by third parties via dropshipping.
Containing technological or electronic components.
In any case, Colombia Wow will always be your direct point of contact for handling any warranty claims, regardless of whether the product comes from an artisanal workshop or an external supplier.
- Handcrafted Products and Special Considerations
Handicrafts are one-of-a-kind pieces created by Colombian artisans using traditional techniques.
By its very nature:
Variations in shade, pattern, size, or finish are not considered defects.
No two pieces will be identical, and that is precisely what makes them so valuable.
The authenticity of the manual process involves natural variations that are part of the final product.
- Dropshipping Products
For items managed by third-party suppliers:
Colombia Wow will handle your request directly.
Validation with the manufacturer may take longer depending on its location or response time.
Even so, we'll stay in constant contact with you and guide you through the process.
- Response Times
Request confirmation: 24 to 48 business hours.
Evidence validation: up to 3 business days.
Replacement or refund: 5 to 15 business days, depending on the situation.
- Direct Contact
If you need help, remember that we're here to support you:
📧 Email:
📱 WhatsApp: 3222953267
📍Administrative Headquarters: Santafé Shopping Center, 3rd floor, Suite 3230 – Medellín
At Colombia Wow, we want you to fall in love with every detail of your purchase.
And if something doesn't turn out the way you expected, we want to work with you to resolve the issue quickly, clearly, and respectfully.
Your peace of mind and your experience are what matter most to us.