Refund policy

Document that applies to purchases and use of the Villavo Express website.

This policy explains how you can withdraw from a purchase, exchange a product, claim the warranty or request a payment reversal. It is based on Colombian Law 1480 of 2011 (Consumer Statute) and does not limit the rights that law grants you.

1. Scope

2. Right of withdrawal

For purchases made online you may withdraw within five (5) business days after the product is delivered. For services or bookings, the period runs from the signing of the contract, as long as the service has not started with your agreement.

Notify your decision in writing through the contact channel, stating your order.
Return the product in the same condition you received it: unused, with its packaging, accessories and documents.
Return shipping costs are borne by you, as established by law.
We will refund all amounts paid, without withholdings or deductions, within a maximum of thirty (30) calendar days from the moment you exercised the right.

Withdrawal does not apply, among others, in these cases provided by law:

Services whose performance has already started with your agreement.
Products made to your specifications or clearly personalized.
Products that by their nature cannot be returned or that may deteriorate or expire quickly.
Digital content whose download or execution began with your express consent.
Betting and gambling services, and contracts whose price depends on financial market fluctuations the provider cannot control.

3. Commercial exchanges and returns

Apart from withdrawal, the store may offer exchanges (for size, color or another item) or voluntary returns. These are commercial benefits distinct from withdrawal: the store will inform their periods and conditions on the product, in the order confirmation or through its service channels. As a general rule, the product must be unused and in its original packaging.

4. Legal warranty

If the product has quality, suitability or safety defects, or does not match what was offered, you are entitled to the legal warranty for the period set by law or informed by the producer or provider. The legal warranty carries no additional cost to you.

Report the case with your order number and, if possible, photos or video of the defect.
We will review the case and reply with the applicable solution: repair, replacement with an identical product or refund, as the law provides.
The warranty does not cover damage from misuse, failure to follow instructions, normal wear and tear, or third-party acts or force majeure. If we reject the warranty, we will explain the reasons.

5. Payment reversal

If you paid by credit card, debit card or another electronic means, you may request a payment reversal when the payment was the subject of fraud, corresponds to an unrequested transaction, you did not receive the product, or the product received does not match what was requested or is defective.

To do so, file your complaint with the store and notify the issuer of your payment method within five (5) business days of learning of the situation, as provided by law. We will cooperate with the information requested by the financial institution and the payment operator.

6. How refunds are made

We refund through the same payment method used for the purchase, when possible. The time it takes for the amount to appear in your account depends on the financial institution.
If we cancel the order before dispatch, or cannot deliver it, we refund the full amount paid.
We will confirm by email once we have processed the refund.

7. If you are not satisfied

If your request is not resolved satisfactorily, you may go to the Superintendence of Industry and Commerce (SIC): https://www.sic.gov.co/.

This English text is provided for convenience. In case of discrepancy, the Spanish version prevails.