Returns Policy

1. Scope of Policy

This policy applies to all orders placed through Casa Doce with shipping to anywhere in Colombia. We are a store based in Medellín and we want to provide you with the best possible experience with every purchase.

2. Return Conditions

At Casa Doce we only accept returns in the following cases:

• The product has a verifiable manufacturing defect (physical damage, malfunction, material in poor condition at the time of opening the package).
• The product received does not correspond to the product ordered (dispatch error).
• The product arrived incomplete (missing parts or accessories that are part of the product).

3. Deadlines: Exchanges and Defect Reports

We have two separate time windows: to request an exchange you have 5 business days from the time you receive your order; to report a manufacturing defect or dispatch error, the window is 24 hours from receipt.

4. When Do Exchanges Apply?

We accept exchanges within 5 business days of receiving your order. The product must be in perfect condition and unused. The customer covers the return shipping cost. Exchanges do not apply to personalized products or to products on sale / at a special price.

5. How to Start a Return

If your product has a defect, follow these steps:

1. To report a manufacturing defect or dispatch error: contact our team via WhatsApp within 24 hours of receiving the product.
2. To request an exchange (size, color, or other): contact our team via WhatsApp within 5 business days of receipt.
3. Describe the defect or the reason for the exchange in detail and send us at least 3 photos or a video of the product clearly showing the issue.
4. Our team will evaluate the case and give you a response within the next 24 business hours.
5. If the request is approved, we will coordinate the steps to ship it back to our warehouse.
6. Do not send the product back without prior written authorization from our team via WhatsApp.

Start a return via WhatsApp

6. Required Evidence

To process your return request you will need to provide:

• At least 3 clear photographs of the defect from different angles.
• Video of the defect in case of functional failures (does not turn on, does not work, etc.).
• Photo of the packaging condition at the time of receipt.
• Order number or shipping tracking number.

7. Shipping Costs for Returns

Return and reshipping freight costs are evaluated case by case:

• If the defect is verified and attributable to Casa Doce (dispatch error or serious manufacturing defect), Casa Doce will fully or partially cover the return and reshipping freight cost.
• In other cases, the freight cost may be borne by the customer, by Casa Doce, or shared between both parties as agreed.
• Our team will inform you about the cost arrangement before proceeding with shipping back to the warehouse.

8. Return Destination — Warehouse

Products approved for return must be sent to our warehouse in Medellín. We will coordinate all shipping details with you via WhatsApp before you dispatch the product.

9. Resolution: Product Reshipping

Once the return has been received, verified, and approved, we will ship you the same product in proper condition or its available equivalent. Casa Doce does not issue monetary refunds; the resolution is always via product reshipping.

• Reshipping is made to the same destination as the original order.
• Reshipping delivery times correspond to our standard carrier times (3–7 business days).
• You will receive the tracking number once the product has been dispatched.

10. Exclusions

Returns do not apply in the following cases:

• Products in perfect condition with no defect whatsoever.
• Exchange requests made after 5 business days of product delivery.
• Defect or dispatch error reports made after 24 hours of product delivery.
• Products that have been used, washed, or handled after receipt.
• Damage caused by misuse, improper storage, or transport after delivery.
• Personalized products (no exceptions).
• Products on sale or at a special price (unless they have a verified manufacturing defect).

11. Contact Us

Have questions about this policy or need to start a return? Write to us directly via WhatsApp and we will be happy to guide you.

• 📱 WhatsApp: +57 300 827 8717
• 📧 Email: productoscasadoce@gmail.com