Guarantees, returns and exchanges

Returns, Guarantees, Withdrawals and Missing Items Policy

CLEMONT.CO SAS, a company created through a private document and registered with the Chamber of Commerce of Medellín for Antioquia, with its domicile in the city of Medellín, in the midst of the autonomy it has as a company that markets clothing, beauty items and clothing accessories, complying with the legal provisions that it is obliged to apply, as established in Law 1480 of 2011 and Regulatory Decree 735 of April 17, 2012, thus establishes the following Returns, Guarantee and Withdrawal Policy.

EXCHANGES AND/OR RETURNS

Deadline for making changes:

Product exchanges can be made within the first thirty (30) calendar days after purchase. The purchase date will be determined by the payment receipt or invoice issued either online or at physical locations. If more than 30 calendar days have passed since your purchase, unfortunately, we cannot offer you a credit or an exchange.

General conditions:

To be eligible for an exchange, your item must be unused, in its original condition and in the same condition as when you received it (Not washed or worn, without odors or stains, without marks or alterations made by the customer e.g. hemming, darts, etc.), with the original tags and packaging intact.

• The garment must not have been used.
• Have all your labels.
• Not to be dirty.
• No traces of deodorant or makeup use with chemicals that discolor or damage fabrics.
• No traces of chemical or bleach use.
• Do not show discoloration.
• The garment must not have been altered or modified by the consumer.
• The garment's fit must be perfect.
• The print, appliqués or embroidery must not have inconsistencies due to washing, ironing or tampering.
• To be in the same condition as when it was acquired.
• The original label must be retained. We suggest trying on the garments before removing it.
• You must present the purchase invoice, or indicate the buyer's ID number.

No exchanges or returns are accepted for the following items:

• Undergarments
• Discounted items.
• Garments participating in promotions or promotional activities.
• Underwear and leggings
• Costume jewelry, beauty and personal care items.
• Discounted products
• Gift cards

We reiterate that discounted items will not be subject to this policy; the customer will not be able to return or exchange discounted products.

The return or exchange process may take between 1 and 20 calendar days depending on product availability.

Except for the right of withdrawal, CLEMONT.CO SAS will never issue refunds for money already paid. The customer may retain a credit balance for the item already paid for. This credit balance will be valid for one year from the date the customer receives the code to redeem it. The credit balance code will be sent via email, phone, or WhatsApp to the customer's registered contact information. If the item chosen for exchange is of a higher price, the customer must pay the difference; if it is of a lower price, the customer will receive the difference as a credit balance.

Procedure for making changes/returns

Please, before sending the products, contact us via email at atencionalcliente@clemont.co or via WhatsApp at +57 324 3649626 , to explain your case and coordinate the shipment to our facilities.

To complete your exchange/return, we require a receipt or proof of purchase.

All items must be sent to the physical address located at Calle 18 # 43 G 110 / Ciudad del Rio, El Poblado, in the city of Medellín, Colombia, addressed to CLEMONT.CO SAS. You must include your personal and contact information: name, surname, contact number, order number, and the procedure you wish to carry out (exchange/return). Return shipping costs will be the responsibility of the customer. Once we receive the garment at our facilities, it will undergo a quality inspection to verify that it is in perfect condition and meets the specifications provided above.

GUARANTEES

According to the provisions of Law 1480 of 2011, in Title III, Chapter I, in articles 7 to 17; and in the provisions of Decree 735 of 2013, where the guarantee is regulated.

CLEMONT.CO SAS establishes a 30-day warranty, starting from the moment the end customer receives the product. This warranty period applies to all products sold by CLEMONT.CO SAS.

The warranty covers quality defects and imperfections in the products. These will be addressed in accordance with Colombian law; that is, the original product will be repaired if possible. If repair is not accepted, the customer may receive a replacement product of the same model and specifications, store credit for future purchases, or a refund. Shipping costs for exchanges due to quality issues confirmed by Clemont will be covered by the Company.

The warranty liability is limited if the customer does not follow the product usage instructions.

To request a warranty claim, the customer must inform CLEMONT.CO SAS via email at atencionalcliente@clemont.co or WhatsApp at +57 324 3649626 about the issue with the garment. This will provide instructions on how to proceed. The product under warranty must be sent to Calle 18 # 43 G 110 / Ciudad del Rio, El Poblado, Medellín, Colombia, addressed to CLEMONT.CO SAS. Please include your personal and contact information: name, surname, contact number, order number, and a note explaining the reason for the shipment. Do not send the product without prior authorization, as CLEMONT.CO SAS will not be responsible for what happens to the product without prior authorization, since tracking is required.

Once the product is at the aforementioned address, it will be subjected to a quality assessment process to determine whether the product actually has a quality problem, or if it was due to negligence on the part of the end consumer due to misuse of the garment.

If the warranty is accepted, the person will be contacted, given a response, and indicated whether the product will be corrected, or the other possibilities granted by Colombian legislation.

If the warranty claim is not accepted, the customer will be responsible for all shipping costs incurred in processing the request. The company will inform the customer and provide a written notification outlining the technical reasons and including photographic evidence for the warranty rejection. The customer must deposit the shipping costs into the designated account so that the product submitted for warranty can be returned to them.

The maximum time to complete the warranty process will be 30 business days, starting from the day after the date on which the consumer submits the warranty request.

Any terms that are in doubt and have not been established in this policy will be resolved according to Colombian law and jurisprudence.

RETRACTION

The right of withdrawal is enshrined in Law 1480 of 2011, Title VII, Chapter V, Article 47. This right may be exercised by the final consumer within 5 business days following the moment the customer receives the product.

This right only applies to purchases made through virtual channels; in-person sales are not covered by this right.

The end customer must contact the email address atencionalcliente@clemont.co or via WhatsApp line +57 324 3649626 , within 5 business days following the moment the product arrives at their home and the delivery record is made by the transport company.

Once the customer has been contacted, they will be given instructions on how to exercise their right of withdrawal. The customer is responsible for the shipping costs to return the products to the following address: Calle 18 # 43 G 110 / Ciudad del Rio, El Poblado, Medellín, Colombia. The return shipment must include a note in the subject line indicating that it is a withdrawal and include the order number. The customer must first contact CLEMONT.CO SAS and wait for further instructions before sending the products, as CLEMONT.CO SAS needs to track the shipment.

Products must be returned in their original condition, including all tags, labels, accessories, and any other features that do not detract from the product. The product must be unused; otherwise, we cannot offer the right of withdrawal.

Once it is verified that the product is in the same condition as when it was delivered to the end customer, the money will be refunded to the same payment method used for the original purchase.

Anything not established herein shall be resolved according to the provisions of Colombian legislation and the jurisprudence on the specific issue.

MISSING

If upon receiving the product you notice that the packaging is not in optimal condition, or shows signs of tampering, it is the customer's responsibility to note this on the delivery receipt. Likewise, it is the customer's responsibility to take video evidence demonstrating the condition in which the product arrived, and to document any discrepancies found upon opening and inventorying the items.

The end customer must attach these proofs and send them to the email address atencionalcliente@clemont.co or via WhatsApp line +57 324 3649626 , where they will be given the instructions and steps to follow.

These types of claims must be made within 48 hours of receiving the products.

CLEMONT.CO SAS is exempt from responsibility if, at the time of receiving the product, the carrier's guide does not record the poor packaging or the condition in which the product arrived, likewise if the video provided shows that the product had already been opened previously, or shows inconsistencies in it.