Warranty, returns, and purchase policies

Warranty, Return, Withdrawal, Exchange, Refund, and Payment Reversal Policy To ensure your consumer rights, Maguvi S.A.S. (hereinafter referred to as Maguvi) presents its warranty, return, withdrawal, exchange, and refund policy.

  1. Clothing

    1.1. Warranty

    1.1.1. How long is the warranty for the item I purchased?

    The item has a thirty (30) day warranty from the delivery date provided by the courier.

    1.1.2. Why can I claim the warranty for the item I purchased?

    First and foremost, be aware of the garment's care. If, despite this, the garment shows any damage, the warranty can be claimed for the following reasons:

    1.1.2.1. Fabric defects.

    1.1.2.2. Stitching defects.

    1.1.2.3. Printing defects.

    It's essential to understand that for warranty validity, we cannot accept dirty garments, garments with a bad smell, or those not in optimal biosecurity conditions.

    Notwithstanding the exemptions listed below, the warranty does not cover natural wear and tear or wear resulting from age.

    1.1.3. What should I do to claim the warranty for the item I bought?

    To claim the warranty, follow these steps:

    1.1.3.1. Email us at [ideas@marcelogutierrez.co]. Your email should include all your contact details.

    1.1.3.2. Inform us about the issue with your garment.

    1.1.3.3. Attach a copy of the invoice received when making the purchase and a photo of the garment showing the cause of the warranty claim.

    Once your claim is received, we'll respond within an estimated period of three (3) to five (5) business days.

    The invoice isn't mandatory to validate the legal warranty. If you don't have a copy of the invoice, provide the necessary information to locate the copy in our accounting system. If we can't determine that the purchase was made on www.marcelogutierrez.co, we can't assist with the warranty claim.

    1.1.4. Who covers the transportation costs during the warranty claim process?

    We will cover both the shipping and return transportation costs. However, it's your responsibility to deliver the garment to a logistics and transportation company to ensure it reaches us in good condition, with us covering the cost under a cash-on-delivery system.

    1.1.5. What should you do to coordinate the receipt of the defective product for verification and warranty validation?

    To initiate the receipt of the defective item under the warranty, fill out all fields in the form sent to your email after contacting us. Consider the following when filling it out:

    1.1.5.1. Enter your full name as it appears on your ID.

    1.1.5.2. Provide your most regularly used email to receive notifications regarding product receipt.

    1.1.5.3. Provide a cell phone number for contact in case of issues related to product delivery.

    1.1.5.4. Accurately enter the address for the product return after the warranty is validated. If you live in a gated community or multi-residential building, specify the house or apartment number.

    1.1.5.5. Specify your department and municipality for precise delivery location details.

    1.1.5.6. Specify the full name and ID of the recipient. If the courier faces issues delivering to the address you provided, the item will be sent to their service center for you to collect.

    1.1.6. What happens after Maguvi receives the defective product sent for warranty?

    Once we receive the returned garment, we'll check its condition. Within five (5) business days, we'll inform you whether the product meets the criteria outlined in section 1.1.2 of this document for repair or replacement.

    If the garment doesn't meet our warranty policy criteria, we'll notify you via email explaining why the warranty claim was rejected. The item will be returned to the initial shipping address, and you will cover the shipping cost.

    If the garment meets our warranty policy criteria, we'll notify you via email. Within three (3) business days, we'll send you the replacement. If we don't have the garment in stock, we'll inform you and discuss whether you'd prefer a different garment or a refund.

    1.1.7. When is Maguvi exempt from warranty responsibility?

    Maguvi is exempt from warranty responsibility when it proves the defect arose due to:

    1.1.7.1. Force majeure or unforeseeable circumstances.

    1.1.7.2. Normal wear and tear or age-related deterioration.

    1.1.7.3. Improper use of the garment by the consumer.

    1.1.7.4. Damage or imperfection caused by an accident, collision, misuse, heat, sunlight exposure, abuse, or negligence.

    1.1.7.5. Failure of the consumer to follow the garment's care or maintenance instructions.

           

1.2. Returns

1.2.1. Under what circumstances can you request a refund?

You can request a refund under the following conditions:

1.2.1.1. If you made the purchase online and the order delivery exceeds thirty (30) days.

1.2.1.2. If you are informed after making the purchase that the acquired product is not available.

1.2.1.3. When, after requesting the warranty, the garment fault recurs.

1.3. Exchange for reasons other than warranty

1.3.1. How long do I have to exchange the garment I bought?

If you want to exchange the garment you purchased, you have a maximum of eight (8) days from the delivery of the garment by the courier.

1.3.2. What should I consider if I want to exchange the garment I bought?

If you wish to exchange any of our products, please note:

1.3.2.1. Garments on promotion or with a discount are not exchangeable, except if it's a size exchange. In this case, the exchange will be made for the same garment, subject to availability in stock.

1.3.2.2. The garment must not have been worn, washed, or damaged. It should retain its original tags and be returned in its original packaging.

1.3.2.3. If the product exchange is due to size, reference, or color, it can only be made for another product of the same or higher value, paying the difference.

1.3.3. What should I do to request an exchange for the garment I bought?

To request an exchange for the garment you purchased, please write to us at [ideas@marcelogutierrez.co], inform us of the reason for your exchange, the garment you wish to exchange for, and the size – if applicable – and attach a copy of the invoice you received at the time of purchase. Within five (5) business days, we will respond to your request.

The invoice is not a mandatory requirement for the exchange. However, if you do not have a copy of the invoice, you should provide the necessary information to find this document in our accounting system. If we cannot determine that the purchase was made at Maguvi, we will not proceed with the exchange request.

1.3.4. Who covers the transportation cost in case of an exchange?

You will cover the transportation costs and any other costs associated with exchanging the garment.

1.3.5. What should you do to coordinate the receipt of the product for the exchange?

To carry out the receipt request for the garment to be exchanged, you must fill in each field of the form that will be sent to your email.

Keep the following recommendations in mind before filling it out:

1.3.5.1. Enter your first and last names as they appear on your ID.

1.3.5.2. Provide your most frequently used email to check notifications about the product's receipt.

1.3.5.3. Provide a mobile number to contact you if there's any issue related to the product's shipment.

1.3.5.4. It's essential to accurately input the address where the new product should be sent. If you live in a gated community or multi-residential building, please specify the house number, tower, and apartment or house number.

1.3.5.5. Department and Municipality for precise delivery location details.

1.3.5.6. Specify the full name and ID of the recipient. If the courier reports issues delivering to the specified address, the company will send the item to the courier's service center for you to pick up.

1.3.6. What happens once Maguvi receives the product you sent?

Once we receive the returned garment, we'll check its condition, and within three (3) business days, we'll inform you if the product meets the established criteria for an exchange.

If the garment doesn't meet the criteria of our exchange policy, we'll inform you via email explaining why the exchange was denied, and the item will be returned to the initial shipping address. We will cover that cost.

If the garment does meet our exchange policy criteria, we'll inform you via email, and within three (3) business days, we'll send you the garment for which you made the exchange, keeping in mind that we cover the shipping.