Refund Policy

ONLINE EXCHANGES AND RETURNS

Returns are accepted provided that the garment has not been worn, washed, altered, or damaged, retains all of its external and internal tags, and is not a product customized at the customer's request, within a maximum of seven (7) calendar days from the date the product is received. If your return does not meet the conditions listed, the package will be sent back to your address.

Exchanges may be made for size only, provided the size is available in our shipping warehouse.

Exchanges or returns are not accepted on accessories, handbags, hats, bodysuits, or sale items.
To return your products, please send a request by email to stores.services@beatrizcamacho.com, including your personal details and your purchase invoice. We will create your return request and let you know the steps to follow.

You may return products at any of our BEATRIZ CAMACHO stores in Colombia. In this case, you must visit any of these stores and present, along with the item, your purchase invoice and your return receipt. You may present your purchase invoice and receipt digitally on the screen of your mobile device or bring a printed copy to the store.

You may also make your return through a messenger/courier we will send to pick up the item at your address. You must hand over the merchandise in the same package in which you received it, including all original packaging, instructions, and any other documents that accompanied it.

Neither of these two options will incur any additional cost to you. Should you choose not to return the products through one of the free options available, you will be responsible for the return costs. Please note that if you decide to return the items to us with shipping charges collect, we will be authorized to charge you for any expenses we may incur.

RETURNS OF DEFECTIVE PRODUCTS

If you believe that the product in your possession has a quality issue within a period of three (3) months, please contact us immediately by email at stores.services@beatrizcamacho.com, providing the product details, a description of the damage, and photographs. We will respond within a maximum of five (5) business days to let you know how to proceed.

You may return the product at any of our BEATRIZ CAMACHO stores in Colombia or hand it over to a messenger we will send to your address upon requesting a pickup. We will carefully examine the returned product and inform you by email within a reasonable period whether a refund, repair, or replacement of the product applies. The refund, repair, or replacement of the item will be carried out as soon as possible and, in any case, within 14 days of the date on which we send you an email confirming the resolution of your order.

PRE-ORDERS

BEATRIZ CAMACHO may offer products that are not yet available for sale ("pre-orders"). You may order these items in the same way you would order other available products. Prices for these items include VAT but do not include shipping costs or other taxes that may apply in your country. Payments for pre-order products must be made by credit card only. A credit card authorization will be processed when you place the order; however, your credit card will not be charged until the product is shipped to you.

Please note that pre-orders may take an estimated average of 10 to 12 weeks from the date the order is placed to the date the product is available for delivery. All delivery dates are approximate and may be subject to change. You will receive a confirmation email when the product ships. You will be charged the estimated amount for the product as of the date your order was placed.

COMMENTS, SUGGESTIONS, COMPLAINTS, AND CLAIMS

If you wish to submit requests, complaints, or claims, please send an email to stores.services@beatrizcamacho.com, clearly stating (i) your full name, (ii) identification number, (iii) the facts on which the request, complaint, or claim is based, (iv) any other aspects relevant to providing an effective response to the exercise of your rights, and (v) any other information requested by the contact portal representative who received your inquiry.

Your complaints and claims submitted to our customer service will be addressed as quickly as possible and, in any case, within the legally established period. They will also be recorded with an identification code, which we will share with you so that you can follow up on them.