Refund and warranty policy

Please note that for white goods, televisions and furniture it is the customer's responsibility to check them aesthetically at the time they receive them. Once this review is done, the delivery form of the product must be filled out, which will be supplied by the people who make the delivery.. In this format it will be confirmed that the article and all its parts are in good condition. This document must be signed to guarantee satisfaction with the item and its condition. Once this format has been signed, no claims will be received for aesthetic issues such as scratches or blows.; for this reason it is recommended to review before signing accordingly.

¿Cómo realizar un cambio?

Non-warranty change. The change of the products can be done in one of our points of sale. To make the change, you must present yourself in the changes section of the warehouse with the product in perfect condition and original packaging as received, so that the warehouse will then issue a change note that can be used in a new purchase. It is recommended to present the invoice to make the change. Subject to inventory at the point of sale.

You can also request the change through chat orColombia lines 312-3194973 where the status of the packaging and product is validated and its collection is scheduled.You can only request a change for size or color, otherwise it is a return (leer ¿CÓMO REALIZAR UNA DEVOLUCIÓN?). The product that replaces the product being exchanged is NOT delivered immediately upon picking up the changed product; customer service will inform you of the status of this order and the estimated delivery date.

¿Cómo realizar una devolución?

Right of withdrawal: The return of the product can be managed at one of our points of sale (Does not apply to Marketplace products) or you can contact us through chat or line 312-3194973 and the collection of the product will be scheduled. The maximum term to exercise the right of withdrawal will be five (5) business days counted from the delivery of the good. The product is changed as long as it HAS NOT BEEN USED or wear is evident and there are no QUALITY PROBLEMS . You must also deliver the product with all its accessories and original packaging (A representative of Grupo Éxito will verify the general condition of the article, which should not have signs of use and should operate normally.; of not complying with the specifications mentioned above the product will be returned to the customer). If the person authorizing the change has doubts about these elements, you will be informed that a prior technical diagnosis is required to authorize the change (conditioned change) and proceed to request the review to the Authorized Service Center.

IMPORTANT: If you use the right of withdrawal, keep in mind that the costs of transport and the rest that the return of the product entails are assumed by the client. The value charged for the transport of the product will be the same as that related in the purchase invoice, in case the freight has been free; the Customer Service advisor will inform you of the amount to pay (Law 1480 Art. 47). The Client must make the payment by means of a consignment or bank transfer to the Bancolombia current account .

  1. Product purchased is not received
  2. Product delivered is not the requested one
  3. Product is defective (a este punto aplica como restricción la obligación del cliente de revisar muy bien a nivel estético el producto en compañía del transportador antes de firmar la guía “Recibo a Conformidad” en caso de que los productos sean neveras, washing machines, stoves, dryers and televisions. If you sign without reviewing the product, you will lose the right to claim for failure, missing or causes that do not correspond to factory defects. For the rest of products the term to make the claim is 24 hours.
  4. Right of withdrawal
  • Partial: Applies in cases in which the customer wishes to cancel one or more products of his order. Does not apply to market.
  • Total: Applies when the client wishes to cancel the entire order.

Forms and terms of return

See the different options for returning your money according to the payment method used:

Credit card:

 Reversal Type 
Return optionsTotalPartialWeather
1 Refund of space to the CardX 15 business days
3 Gift Card returnXX2 a 3 business days
  1. If the account is not the owner of the purchase, The latter must send a notarized letter with authorization for the reversal to be made to the account of a third party
  2. http://www.bancolombia.com.co/alamano
  3. The client is required to enter the exito.com page and purchase the gift card with their user for the amount to be returned, select the method of Payment Consignment (No additional payment should be made) and you must inform the Call Center consultant of the order number

Success Card:

 Reversal Type 
Return optionsTotalPartialWeather
Refund of space to the CardXX2 a 5 business days
1 Gift Card returnXX2 a 3 business days
  1. The client is required to enter the Éxito.com page and purchase the gift card with their user for the amount to be returned, select the method of Payment Consignment (No additional payment should be made) and you must inform the Call Center consultant of the order number.

Codensa card:

 Reversal Type 
Return optionsTotalPartialWeather
Refund of space to the CardXX2 a 5 business days
1 Gift Card returnXX2 a 3 business days
  1. The client is required to enter the Éxito.com page and purchase the gift card with their user for the amount to be returned, select the method of Payment Consignment (No additional payment should be made) and you must inform the Call Center consultant of the order number.

Debit card:

 Reversal Type 
Return optionsTotalPartialWeather
1- Transfer to Savings or Checking AccountXX8 business days
2- Transfer to Savings Account at HandXX8 business days
3- Gift Card returnXX2 a 3 business days
  1. If the account is not the owner of the purchase, The latter must send a notarized letter with authorization for the reversal to be made to the account of a third party
  2. http://www.bancolombia.com.co/alamano
  3. If the account is not the owner of the purchase, The latter must send a notarized letter with the authorization for the reversal to be made to the account of a third party. If the account is not the owner of the purchase, The latter must send a notarized letter with authorization for the reversal to be made to the account of a third party
  4. To make the return, you must send a photocopy of the identity document of the owner of the purchase and a current bank certificate of no more than one month.

Cash payment at warehouses:

 Reversal Type 
Return optionsTotalPartialWeather
1- Cash backX Available once you receive confirmation of order cancellation via email
2- Transfer to Savings or Checking AccountXX8 business days
3- Transfer to Savings Account at HandXX8 business days
4- Refund of Quota to the Éxito CardX 2 a 5 business days
5- Gift Card returnXX2 a 3 business days
  1. Valid only for money returns less than or equal to $1, 200,000 and in the same warehouse where the payment was made
  2. If the account is not the owner of the purchase, The latter must send a notarized letter with authorization for the reversal to be made to the account of a third party
  3. http://www.bancolombia.com.co/alamano
  4. It only applies if the payment was made with Éxito Card at the cash register
  5. The client is required to enter the Éxito.com page and purchase the gift card with their user for the amount to be returned, select the method of Payment Consignment (No additional payment should be made) and you must inform the Call Center consultant of the order number.

Consignment:

 Reversal Type 
Return optionsTotalPartialWeather
1 Transfer to Savings or Checking AccountXX8 business days
2 Transfer to Savings Account at HandXX8 business days
3 Gift Card returnXX2 a 3 business days
  1. If the account is not the owner of the purchase, The latter must send a notarized letter with authorization for the reversal to be made to the account of a third party
  2. http://www.bancolombia.com.co/alamano
  3. It only applies if the payment was made with Éxito Card at the cash register
  4. The client is required to enter the Éxito.com page and purchase the gift card with their user for the amount to be returned, select the method of Payment Consignment (No additional payment should be made) and you must inform the Call Center consultant of the order number.

Present Card:

 Reversal Type 
Return optionsTotalPartialWeather
Return of space to the Present cardX 8 business days
1 Transfer to Savings or Checking AccountXX8 business days
2 Transfer to Savings Account at HandXX8 business days
3 Gift Card returnXX2 a 3 business days
  1. If the account is not the owner of the purchase, The latter must send a notarized letter with authorization for the reversal to be made to the account of a third party
  2. http://www.bancolombia.com.co/alamano
  3. It only applies if the payment was made with Éxito Card at the cash register
  4. The client is required to enter the Éxito.com page and purchase the gift card with their user for the amount to be returned, select the method of Payment Consignment (No additional payment should be made) and you must inform the Call Center consultant of the order number.