Exchanges, Returns and Refunds

In short

Voluntary exchange, damaged product, withdrawal and warranty are four different things, and none excludes the others.

• Voluntary exchange for taste or size: up to 30 calendar days, with the product new and complete. It is resolved with product, and shipping is at your expense.
• Product that arrives damaged, broken or incomplete: report it within 5 business days after delivery, with photos. We replace it.
• Right of withdrawal: 5 business days from delivery, with a refund.
• Legal warranty: if the product turns out to be defective, we always stand behind it.

They are different things and work separately. None excludes the others. All of them are governed by Colombian law, because products are sold in Colombia, regardless of whether you paid in pesos or dollars: the payment currency does not change any of these conditions.

This is a translation provided for convenience. For purchases governed by Colombian law, the Spanish version of this document prevails in case of any discrepancy.

1. Voluntary exchange (our policy, 30 days)

Up to 30 days to exchange a new, complete product. It is resolved with product and shipping is at your expense.

KORA sells products from different categories, so some conditions may vary with the nature of the product. As a general rule, if the product was not what you expected —size, color, model— you can exchange it within 30 calendar days after the purchase, as long as it:

• Is completely new and shows no signs of use.
• Keeps its original tags, when applicable.
• Keeps its original packaging in perfect condition, when applicable.
• Includes its original accessories, parts, manuals and other components, when applicable.
• Is in a condition fit for resale.
• Can be linked to your purchase (your order number or receipt).

Some categories have exchange restrictions for hygiene, safety or the nature of the product. We say so on the product page when it applies.

A voluntary exchange is resolved with product, not money. If the product you choose costs more, you pay the difference. If it costs less, the difference is not refunded: you can complete it with one or more other products.

The shipping cost is separate from the product price and never counts toward the value available for the exchange. For example, if a product costs $100,000 and its shipping cost $15,000, for the exchange the product is worth $100,000, not $115,000.

In a voluntary exchange you cover both legs: returning the product to KORA and shipping the product you choose.

To request it, write to us through WhatsApp or at info.kora.shopping@gmail.com with your order number.

2. Product received damaged, broken or incomplete (5 business days)

Report it within 5 business days after delivery, with photos, and we replace it.

If, when you receive the order, a product is broken, dented, incomplete, missing parts or has a visible defect, report it immediately and no later than 5 business days after delivery, to start the claim.

We will need clear photos or videos of:

• The outer packaging.
• The shipping label.
• The condition in which you received the package.
• The affected product and the specific damage or defect.
• The parts, accessories and contents received, when applicable.

On our side, when applicable, we keep photo or video evidence of the condition of the products and of how orders are packed before shipping. If we verify that the product left in perfect condition and the damage happened in transit, we use both sets of evidence to file the claim with the carrier.

Once the case is validated, our main solution is replacing the same product, subject to availability, or another product or products of equivalent value. If neither is possible, the legal warranty in section 4 applies, which includes a refund.

This is not a voluntary exchange: logistics costs are handled according to the claim and legal obligations, not at your expense.

This 5-business-day period is for damage, missing items or defects visible upon receipt. It does not replace the product's legal warranty.

3. Right of withdrawal (the law, 5 business days)

5 business days from delivery to withdraw from the purchase, with a refund.

Because you bought at a distance, article 47 of Colombian Law 1480 of 2011 gives you the right to withdraw from the purchase within 5 business days after the product is delivered, without having to explain why.

If you exercise this right, we refund the money you paid. This right is independent of our voluntary exchange policy and is not subject to its conditions.

• The product must be returned in the same condition in which you received it.
• The return shipping costs are at your expense, as the law provides.
• We refund the money within thirty (30) calendar days after you exercise the right.
• If you used Kora Cashback balance in that purchase, the balance goes back to your account.

To exercise it, write to info.kora.shopping@gmail.com or through WhatsApp with your order number, stating that you wish to withdraw, within the period.

The right of withdrawal does not apply to products made to measure or personalized for your order, or to goods that by their nature cannot be returned, as provided by the same law.

4. Legal warranty (defective product)

If the product turns out to be defective, we always stand behind it: repair, replacement, exchange or refund.

If, after you receive it, a product has a fault or defect that is not the result of misuse, normal wear, improper handling, accident or another applicable cause, you have a legal warranty under articles 7 and 8 of Colombian Law 1480 of 2011. This warranty always exists, is free and cannot be waived.

We assess each case considering the product's category and nature, the type of fault, the warranty that applies to it, the manufacturer's conditions when applicable, and Colombian consumer protection law.

Depending on the case, the remedy is repairing the product, replacing it with an identical one, exchanging it, or refunding the money you paid, in that order and as the law provides.

To claim it, write to info.kora.shopping@gmail.com or through WhatsApp with your order number and a description of the problem. We answer within fifteen (15) business days.

How we refund you

Through the same method you paid with: if it was a card, to the same card.

• If you paid by card, the refund goes to the same card and in the same currency as the payment. We issue it within the time limits of this policy; how long it takes to appear on your statement depends on your issuing bank.
• If you paid by another method, the refund is made through that same method, or through one we agree with you.
• We refund the amount paid for the product. If you used Kora Cashback balance in that purchase, the balance goes back to your account.

If you are not satisfied

Write to us first; if we cannot reach an agreement, you can go to the Superintendence of Industry and Commerce.

Write to us first at info.kora.shopping@gmail.com: almost everything is solved there. If we still cannot reach an agreement, you can go to the Superintendence of Industry and Commerce (SIC), the consumer protection authority in Colombia.