WARRANTY, RETURNS & EXCHANGES POLICY

VOET complies with Colombian consumer protection laws, including Law 1480 of 2011 (Consumer Statute) and Decree 735 of 2013, which regulate warranties and consumer rights. This policy applies to all purchases made directly through VOET’s official sales channels, including www.voetfragrances.com.

Business days are understood as Monday through Friday, excluding public holidays in Colombia.

Customers must submit requests through the authorized channels within the legally established timeframes.

1. Exchanges (Customer Choice)

Customers may request an exchange within 30 calendar days from the date the product is delivered. After this period, exchanges will not be accepted.

The exchange process may take between 1 and 20 calendar days. Delays beyond 20 days do not constitute grounds for compensation but will be prioritized for resolution.

Exchanges are subject to product availability and can only be made for the same fragrance or another VOET product of equal or higher value. If the new product has a higher price, the customer must pay the difference. No cash refunds are provided for voluntary exchanges; instead, VOET will offer either a product exchange or store credit valid for one year from the date of issuance.

Exchanges cannot be accepted for fragrances that have been opened, sprayed, used, tampered with, or altered in any way. All products must remain sealed and in their original condition.

Black Friday, Cyber Days, and Special Promotions

Purchases made during Black Friday, Cyber Days, Cyber Week, Black Days, or other special promotional events are considered final sales with no voluntary exchanges. Warranty and legal withdrawal rights established by Colombian law still apply.

Discounted Products

All discounted products are considered final sales for voluntary exchanges. Warranty and right of withdrawal still apply according to the law.

2. Requirements for Exchanges and Returns

To be eligible for an exchange, warranty claim, or withdrawal, the product must meet the following conditions:

Unopened, unused, and unsprayed
Original packaging, seals, labels, and accessories intact
No signs of manipulation, tampering, or damage
Packaging in suitable condition for return transport
Proof of purchase is recommended but not mandatory; alternatively, the customer may provide ID number, name, and purchase date

Products purchased through unauthorized third parties are not covered by this policy.

3. Warranty

VOET offers a 30-calendar-day warranty from the date of delivery. Warranty applies exclusively to manufacturing defects, including issues with the atomizer, fragrance composition, packaging, or an incorrect product received.

Warranty does not apply in cases of misuse, improper storage (heat, humidity, direct sunlight), physical damage (drops, cracks, impact), tampering, attempts to open the product, or evidence of use.

Resolution Order According to Colombian Law

VOET will proceed in the following order:

Repair of the product if technically feasible
Replacement with the same product
Replacement with a similar VOET product
Refund, only if the above options are not possible

If the warranty is accepted, VOET will cover the shipping cost to return the repaired or replaced product to the customer and may also assume the inbound shipping cost. If the warranty is rejected due to misuse or non-manufacturing-related damage, the customer must cover all transportation costs. VOET will provide a written technical explanation and photographic evidence in such cases.

The maximum response time for warranty resolutions is 30 business days from the day the product is received at VOET facilities.

4. Right of Withdrawal (Retracto)

The right of withdrawal is established under Article 47 of Law 1480 of 2011 and applies exclusively to non-face-to-face purchases, such as those made through www.voetfragrances.com.

Customers may exercise this right within 5 business days following delivery.

To initiate a withdrawal request, the customer must contact VOET at:

Email: liderproyectos@mansionparis.co
Phone/WhatsApp: 311 3814878

Customers must wait for instructions before sending any product. VOET must track the shipment to ensure proper handling.

The customer is responsible for the shipping costs associated with returning the product. The return must include photos and, preferably, a video showing that the item is in perfect condition, unopened, and with original seals and packaging intact. It is recommended to insure the shipment for the value of the product.

If the product shows signs of use, tampering, damage, or broken seals, the right of withdrawal does not apply.

Upon verifying that the product meets all conditions, VOET will request a bank account certification under the purchaser’s name and process the refund within 15 business days. The refund will cover the amount paid for the product. If shipping fees had been charged, these may be deducted according to Colombian law. VOET currently offers free shipping, so no deduction typically applies.

5. Missing Items or Delivery Issues

If upon delivery the package shows signs of damage, tampering, or missing items, the customer must:

Record the issue on the carrier’s delivery slip
Film a video of the package opening
Send evidence to:
Email: liderproyectos@mansionparis.co
Phone/WhatsApp: 311 3814878

Claims must be submitted within 3 calendar days following delivery. If no observation is left at delivery or no video evidence is provided, VOET may be limited in its ability to respond, and the claim may first be handled with the transport company.

6. Coupons and Discounts

Coupons, discounts, or promotional benefits offered by VOET, including those issued due to warranty claims or system errors, follow these rules:

Validity: Only valid within the period specified at issuance
Not combinable with other promotions unless expressly stated
VOET may adjust, correct or cancel coupons in case of errors or misuse
Coupons issued due to warranty or system error are personal and non-transferable
System or price-error-based discounts apply only to the original affected order

Any matter not covered in this policy will be resolved according to Colombian law and applicable jurisprudence.