RETURNS AND REFUNDS POLICY

COLOMBIA ESSENCE S.A.S.

1. Purpose

This Returns and Refunds Policy establishes the conditions under which customers may request returns, exchanges, or refunds for products purchased through the e-commerce platform operated by COLOMBIA ESSENCE S.A.S.

This policy is interpreted in accordance with the provisions of Law 1480 of 2011 – Colombian Consumer Statute.

2. Nature of the Platform

COLOMBIA ESSENCE S.A.S. operates an e-commerce platform under a marketplace model that facilitates the commercialization of products offered by independent producers or suppliers.

COLOMBIA ESSENCE S.A.S. acts as a technological intermediary that facilitates transactions between sellers and consumers, without intervening in the manufacturing or production processes of the products.

3. Right of Withdrawal

In accordance with Article 47 of the Consumer Statute, the consumer may exercise the right of withdrawal within five (5) business days following the delivery of the product.

To exercise this right, the consumer must: communicate their decision through the platform's customer service channels, return the product in the same condition in which it was received, not have used the product, and retain the original packaging where applicable.

4. Conditions for Returns

Returns may be requested when any of the following situations occur: defective product, incorrect product, product damaged during transport, or exercise of the right of withdrawal.

5. Products Not Eligible for Return

The right of withdrawal will not apply when: it involves personal or hygiene products that have been opened, perishable products, customized products or those made to customer specifications, or products that by their nature cannot be returned.

6. Procedure for Requesting Returns

To initiate a return, the user must:

1. Contact customer service.
2. Provide the order number.
3. Describe the reason for the return.
4. Attach photographic evidence when necessary.

7. Product Verification

All returned products will be subject to a verification process in order to determine the condition of the product, the reason for the return, and the validity of the warranty or refund.

8. Refunds

Once the product return has been verified, the corresponding refund will be processed through: reversal of payment to the method used for the purchase, bank transfer, or platform credit when authorized by the consumer.

9. Return Costs

These will be borne by the platform or the seller when the product has defects, there is an error in shipping, or the product arrives damaged.

They may be borne by the consumer when the right of withdrawal is exercised.

10. Complaint Handling

Requests submitted by consumers will be handled within the timeframes established by applicable consumer protection regulations in Colombia.

11. Prevention of Misuse

COLOMBIA ESSENCE S.A.S. may reject return requests when there is evidence of improper use of the returns policy, fraudulent manipulation of the product, or repeated returns that demonstrate abuse of the system.