• In cases where the Customer believes that the size of a product purchased through https://marianamontoya.com.co or through any of MARIANA MONTOYA’s social media accounts does not meet their needs, they may request a size or color exchange within a maximum of 5 business days after the logistics provider confirms delivery of the garment.
• To exchange or return an item, the customer must present the receipt or proof of purchase and provide their ID number.
• The Customer may exchange unused products up to 15 business days after the item is delivered, and only once. For the exchange to be approved, the product to be exchanged must be in the same condition and have the same characteristics as when it was received. Consequently, the product must: retain its original packaging, tags, and labels, which must not be scratched or damaged; must not have been worn or washed; and must not have been modified or altered from its original condition. This will be verified upon receipt of the returned item by the MARIANA MONTOYA Quality team; they will determine whether the product meets the stated conditions to proceed with the exchange.
• Exchanges must be for a product of equal or greater value (in the latter case, the difference in value will be charged). MARIANA MONTOYA reserves the right to accept exchanges only after inspecting the product and verifying that the garment meets the aforementioned conditions.
• Discounted items cannot be exchanged.
• All changes are subject to inventory availability.
• We do not issue refunds for size-related issues.

To request an exchange and/or return, the Customer must send an email to info@marianamontoya.com.co. The Customer must provide the following details to avoid processing delays: first name, last name, ID number, phone number, order number, the sales channel through which the product was purchased directly from MARIANA MONTOYA, the garment’s product code, the original size of the garment, and the size to which the garment is being exchanged. This is the only channel for requesting exchanges.

• The Customer may request to exchange the product for one in a size that meets their needs. Only if the product is out of stock may the Customer request to exchange it for a product with a different model number than the one originally purchased.
• All shipping costs are the responsibility of the Customer, who must send the product to the main office. Once the product is received by MARIANA MONTOYA, its condition will be inspected to determine whether an exchange and/or return is warranted.

In accordance with Article 51 of Law 1480 of 2011 and Decree 587 of 2011, when sales of goods are made through e-commerce channels, such as the Internet, PSE, and/or call centers, and a credit card, debit card, or any other electronic payment instrument has been used to make the payment, the parties involved in the payment process must reverse the payments requested by the debtor in the following cases:

1. When a consumer is the victim of fraud.
2. When it involves an unsolicited transaction.
3. When the purchased product is not received.
4. When the product delivered does not match what was ordered or does not meet the inherent characteristics or those described in the information provided about it.
5. When the delivered product is defective.

The Customer must submit a complaint to MARIANA MONTOYA via email at info@marianamontoya.com.co, stating the reason or reasons cited for requesting the corresponding refund from the parties involved in the payment process.

This complaint must be filed within five (5) business days of the date on which the Customer became aware of the fraudulent or unsolicited transaction, or on which the Customer should have received the product or received it defective or not as ordered.

MARIANA MONTOYA will, within five (5) business days of the submission of the request, forward the refund request directly to the issuer of the payment instrument (bank) so that it may process and ensure the refund of the amounts paid.

Once the reversal request has been submitted to the issuer of the electronic payment instrument, the parties involved in the payment process will have fifteen (15) business days to process it.

MARIANA MONTOYA will respond to complaints within fifteen (15) business days, as required by Article 58 of Law 1480 of 2011. MARIANA MONTOYA will contact the Customer to pick up the product at the address provided by the Customer and will cover the corresponding shipping costs. The garment must be returned in good hygienic condition—clean and dry. At MARIANA MONTOYA, all our products are manufactured to the highest quality standards and are therefore fully guaranteed. Customers must carefully read the garment’s care instructions, which are provided on a card included with each garment. However, if the garment develops quality defects despite proper use during the warranty period, or if it arrives defective, we will proceed as indicated below.

Products are covered by a 30-calendar-day warranty, effective from the date of delivery. To file a warranty claim, the customer must send an email to info@marianamontoya.com.co. The customer must also provide proof of purchase and provide a detailed description of the product’s defect. Approval of the warranty claim will be subject to the results of a technical evaluation conducted by MARIANA MONTOYA.

Please note that the warranty is void (i) if the consumer did not follow the instructions on the label, (ii) if the garment came into contact with chemicals that cause fabric discoloration, (iii) if the garment came into contact with bleach or detergents containing bleach, (iv) if the product was altered, tampered with, or modified by the customer, (v) when the defect results from normal wear and tear of the product, or (vi) when there is evidence that the garment came into contact with objects that could pierce it, puncture it, or remove its fibers.

If the product is found to have manufacturing or quality defects, and the warranty claim is therefore approved, the warranty will be fulfilled by repairing the garment; this repair will be completed within thirty (30) days from the date the product is received. In the event that the garment cannot be repaired, it will be exchanged for a garment of equal value or a refund will be issued.

MARIANA MONTOYA will respond to complaints within fifteen (15) business days, as required by Article 58 of Law 1480 of 2011. MARIANA MONTOYA will contact the Customer to pick up the product at the address provided by the Customer and will cover the corresponding shipping costs. The garment must be returned in good hygienic condition, clean, and dry.