Refund policy

Warranty & Changes Policy

At Pureza, we are committed to offering high-quality garments crafted with attention to detail. If a product presents a manufacturing defect, customers may request warranty support within 30 calendar days from the date of delivery.

The warranty applies exclusively to manufacturing defects and does not cover:

  • Normal wear and tear
  • Damage caused by improper use, washing, or storage
  • Alterations made by third parties
  • Issues resulting from failure to follow garment care instructions

Changes

Customers may request an change within 15 calendar days after receiving their order.

To be eligible for an change:

  • The item must be unused and unwashed
  • Original tags and packaging must remain intact
  • The item must not show signs of wear, perfume, stains, or damage

Exchanges are subject to product availability. Customers are responsible for all

Returns & Refunds Policy

At Pureza, returns and refunds are accepted only in the following cases:

  • Manufacturing defects
  • Incorrect item received
  • Damage caused during shipping and reported within the required timeframe

We do not accept returns or refunds due to personal preferences, including changes of mind, style preferences, or sizing dissatisfaction. However, size exchanges are permitted within the established exchange period, and shipping costs must be covered by the customer.

To request a return or report an issue, customers must contact our customer support team within the applicable timeframe and provide:

  • Order number
  • Description of the issue
  • Clear photos showing the defect or incorrect item

Once the request is reviewed and approved, return instructions will be provided. Returned items must meet all eligibility requirements before a refund or replacement is processed.

Refunds, when applicable, will be issued to the original payment method within a reasonable processing period after the returned product has been inspected and approved. Original shipping costs are non-refundable unless the issue was caused by Pureza.

These policies are designed in accordance with applicable Colombian consumer protection principles for international e-commerce operations.

 shipping costs related to exchanges, including returns for size changes.

Items purchased on sale, promotional events, or marked as final sale may not be eligible for change.