Returns and Refunds Policy

Exchange Policy

As a first measure, SOTAVENTO clearly establishes that, under no circumstances, will refunds be issued for purchases made through the website for any of the offered products. In this regard, if a customer makes a purchase and is not satisfied with it—whether due to the model, design, size, or other reasons—they must adhere to the following procedure:

1.1 Exchange Request

From the moment the customer receives the product, they will have a maximum period of three (3) business days to request an exchange via email, specifying the reasons for the request as well as the product they wish to exchange it for. The new product must be of the same value or the same originally purchased item with a size modification.

1.2 Product Return Procedure

Once the email has been sent within the period mentioned above (three days from the receipt of the product), the customer must ship the product through a certified shipping company (such as ENVÍA, SERVIENTREGA, or others), covering the shipping cost. The package must be sent to the following address:

📍 Calle 5D Oeste #15-29, Cali, Valle, Colombia

1.3 Product Return Requirements

For SOTAVENTO to accept the product, it must meet the following conditions:

  • The item must be properly stored in its original packaging.
  • It must retain all original labels and sanitary stickers.

If the product does not meet these requirements, SOTAVENTO will return the item to the customer, who will be responsible for the shipping costs.

1.4 Exchange Process

If the product meets the specified conditions, the customer may exchange it for the same product in a different size or a different item of equal value, subject to availability.

  • SOTAVENTO will process and ship the exchanged item within three (3) business days.
  • The customer must cover the shipping cost upon delivery.

Additional Clarifications

  • No promotional items or products purchased with a discount code are eligible for exchange or return.
  • SOTAVENTO strongly recommends that all customers review the size guide before purchasing. If any doubts arise, customers should contact [email protected] for assistance.
  • SOTAVENTO is not responsible for any damage, loss, or deterioration of the package once it has been shipped through a legally certified transportation company in Colombia. This policy complies with CRC Resolution 3038 of 2011 and CRC Resolution 3985 of 2012, issued by the Ministry of Transport.

Returns Due to Manufacturing Defects

SOTAVENTO will cover shipping costs only in cases of manufacturing defects or errors.

To request a return due to a defect, the customer must:

  1. Follow the same email request process outlined above.
  2. Clearly specify the defect or issue.
  3. Attach photographic evidence supporting the claim.

Once the claim is reviewed and approved, SOTAVENTO will cover the shipping costs and proceed with the exchange accordingly.