EXCHANGES AND RETURNS POLICY
Identification of FUERA DEL MOLDE
FUERA DEL MOLDE® is a commercial establishment of Grupo Tecnológico CATO S.A.S., a Colombian company identified with Tax Identification Number (NIT) 900.494.361-8, with mailing and business address at CL. 152 # 72-03, Tower 4, Bogotá D.C., and address for service of judicial notices at Calle 45A # 53-51, Barrio Virrey, Villavicencio, Meta. Contact telephone numbers: 310 283 6520 and 314 481 6215. For purposes of this Exchanges and Returns Policy, it may be referred to as “FUERA DEL MOLDE”, “FDM”, “we”, “our” or “us”, as applicable. The customer service email is [email protected].
At FUERA DEL MOLDE, we want you to clearly understand the options available when, after making a purchase, you need to exchange a Product, receive a Product with a problem, or need to arrange a return.
This Policy governs the FDM Commercial Exchange Guarantee and explains how it relates to the statutory warranty, the right of withdrawal, payment reversal, and any other rights available to the Buyer under applicable law. Terms defined in the FUERA DEL MOLDE Terms and Conditions will have the same meaning in this Policy unless expressly stated otherwise herein.
1. Commercial Cancellation of an Order During the First 2 Hours
If you have just placed an Order and wish to cancel it, you may request cancellation during the first two (2) hours after the purchase is made.
Cancellation of an Order is different from an exchange or return. Once this period has elapsed, the possibility of cancellation will depend on the Order status, the nature of the Product, and whether its manufacture, printing, preparation or customization has begun, in accordance with the conditions described in the “Cancellation Request” section of the Help Center.
This commercial rule does not limit any consumer rights arising from the right of withdrawal, statutory warranty, failure to deliver, payment reversal, or other grounds provided by applicable law.
2. FDM Commercial Exchange Guarantee
FUERA DEL MOLDE offers an FDM Commercial Exchange Guarantee to facilitate certain exchanges requested by the Buyer after receiving their Order.
This commercial guarantee may be requested within eight (8) calendar days following delivery of the Product and applies primarily to requests related to size, style, color or Buyer preference, provided that the situation does not involve a defect, damage, production error, incorrect delivery or another circumstance covered by the statutory warranty.
Depending on the nature of the Product, its availability and the conditions applicable to the purchase, FUERA DEL MOLDE may offer the following as a commercial solution:
• shipment of a new Product; or
• an FDM voucher to use on a future purchase.
When a monetary refund is available as a benefit under the FDM Commercial Exchange Guarantee, this option will be available only for non-customizable Products.
The FDM Commercial Exchange Guarantee is an additional benefit offered by FUERA DEL MOLDE and does not replace, restrict or reduce any mandatory rights granted to consumers by law.
3. Customizable Products and Customized Products
For purposes of this FDM Commercial Exchange Guarantee, a Customizable Product is a Product for which FUERA DEL MOLDE or the Seller enables options allowing elements such as text, names, photographs, images, designs, colors, placement, compositions or other specifications selected by the Buyer to be added or modified.
A Customized Product is a Product for which the Buyer has actually used one or more of these customization options and the Product has been prepared, manufactured, printed or modified in accordance with those instructions.
Customizable Products and Customized Products are not eligible for a monetary refund under the FDM Commercial Exchange Guarantee. When a commercial exchange is appropriate, the solution may consist of a new Product or an FDM voucher, depending on the circumstances of the case.
This restriction applies only to FUERA DEL MOLDE’s voluntary commercial guarantee. It does not exclude remedies that must legally be provided when a Customized Product is defective, does not match the confirmed specifications, has a quality or fitness-for-purpose issue, or another circumstance protected by applicable law arises.
4. Non-Customizable Products
A Non-Customizable Product is a Product offered and sold without customization features or options associated with the purchase and acquired with the predefined characteristics described in the corresponding listing.
For these Products, in addition to the options of a new Product or FDM voucher, a monetary refund may be offered when it is the commercial solution applicable to the case and the conditions of the FDM Commercial Exchange Guarantee are met.
The foregoing is without prejudice to cases in which a refund is required by law, which will be handled under the applicable legal framework and not as a discretionary benefit of this commercial guarantee.
5. If the Product Arrived Damaged, Defective, Incorrect or in Poor Condition
If you receive a Product that is damaged, defective, incomplete, different from what was ordered, affected by a production error, or otherwise does not match the confirmed specifications, keep the Product and do not discard it while your request is being reviewed.
To identify and assess the case, you should have the following available:
• the Order number;
• the email address used to make the purchase;
• a clear description of the problem; and
• photographs showing the condition of the Product and the reported issue.
FUERA DEL MOLDE may request additional information or supporting materials that are reasonably necessary to verify what occurred, identify the source of the problem and determine the appropriate solution.
These cases are not handled as a simple preference-based exchange under the FDM Commercial Exchange Guarantee. The Buyer will not be required to determine whether the situation legally constitutes a statutory warranty claim, contractual breach or another legal category. FUERA DEL MOLDE will receive the request and, based on the facts, Order information and available supporting materials, will internally determine the applicable framework and manage or coordinate the appropriate solution. Depending on the circumstances, delivery of an incorrect or defective Product, or a Product that does not match the confirmed specifications, may give rise to the statutory warranty, contractual breach remedies or other remedies provided by applicable law and the FUERA DEL MOLDE Terms and Conditions, without imposing legal-classification burdens on the Buyer.
6. How to Request an Exchange or Return
To request an exchange or return, the Buyer may use the “Contact Us” section of the Help Center, the customer service mechanisms available on the Marketplace, or email [email protected]. The request must be submitted within the applicable period according to the nature of the case.
To facilitate identification and handling of the request, the Buyer must provide, as applicable:
• the Order number;
• the email address used to make the purchase;
• identification of the Product concerned by the request;
• the reason for the exchange or return;
• the requested remedy, where applicable; and
• photographs, videos or other supporting materials when reasonably necessary to verify the condition of the Product or the reported situation.
When the request relates to a damaged, defective, incomplete or incorrect Product, or a Product that does not match the confirmed specifications, the rules in the preceding section will also apply and the Buyer must retain the Product while the case is reviewed.
FUERA DEL MOLDE will record receipt of the request and, where applicable, generate a registration or filing number that allows the case to be identified and tracked. If participation by the Seller, Producer, Printer, carrier, payment provider or another transaction participant is required to resolve the request, FUERA DEL MOLDE may internally forward or communicate the information necessary to manage the case, without imposing obligations on the Buyer that do not legally belong to them.
When the Product must be physically returned, FUERA DEL MOLDE will inform the Buyer of the applicable instructions, channel or location for delivery or return. The Buyer must not send the Product to an address other than the one specified for the case. These operational instructions will not limit any legally applicable mechanisms or locations when the request is handled under the statutory warranty or another right recognized by applicable law.
Receipt of a request does not imply automatic approval. FUERA DEL MOLDE will review the information provided and communicate the remedy that applies in accordance with this Policy, the Terms and Conditions, the nature of the Product and, where applicable, current law.
Submit your application using the form
7. Conditions for the FDM Commercial Exchange Guarantee
To qualify for the FDM Commercial Exchange Guarantee, the request must be submitted within eight (8) calendar days following delivery of the Product and must comply with the commercial conditions established in this section.
As a general rule, the Product must:
• remain in suitable condition for exchange, except for handling reasonably necessary to verify its size, fit, color, style or characteristics;
• not have been washed, used beyond a reasonable try-on or inspection, altered, tampered with or modified after delivery;
• show no stains, odors, damage, deterioration or signs of use attributable to the Buyer; and
• retain, where applicable, any tags, accessories, parts or items delivered with the Product that are necessary to identify it or process the exchange.
FUERA DEL MOLDE may request photographs or other supporting materials before authorizing shipment or return of the Product when reasonably necessary to verify its condition and determine whether the request satisfies the conditions of this commercial guarantee.
When physical return of the Product is required, final approval under the FDM Commercial Exchange Guarantee may be subject to verification of its condition upon receipt. If the Product is found not to meet the commercial conditions established herein, FUERA DEL MOLDE will inform the Buyer of the review outcome and the reasons for the decision.
If the exchange is approved, FUERA DEL MOLDE will apply the remedy that corresponds under this Policy, including, as applicable, a new Product, an FDM voucher or, exclusively for Non-Customizable Products and where appropriate under this commercial guarantee, a monetary refund. The conditions in this section govern only the FDM Commercial Exchange Guarantee. They may not be used to restrict or deny a statutory warranty, right of withdrawal, payment reversal or other consumer right where applicable law establishes different requirements or effects.
8. Shipping Costs for Exchanges and Returns
Transportation costs associated with an exchange or return will depend on the reason for the request and the right or benefit under which it is processed. Before requiring shipment of a Product, FUERA DEL MOLDE will inform the Buyer of the applicable instructions and, where the cost is the Buyer’s responsibility, the known amount or the mechanism by which it will be paid.
When an exchange is requested due to size, style, color or Buyer preference under the FDM Commercial Exchange Guarantee, and there is no defect, production error, failure to meet confirmed specifications, or other cause attributable to FUERA DEL MOLDE, the Seller, the Producer or the Printer, the costs of returning or collecting the Product and, where applicable, shipping the new Product will be borne by the Buyer, unless FUERA DEL MOLDE or the Seller has offered more favorable commercial terms.
If FUERA DEL MOLDE determines that physical return of the Product is unnecessary to resolve a commercial exchange through an FDM voucher, the Buyer will not have to bear a return cost for that purpose.
When the request arises from a defective, damaged or incomplete Product, a Product different from what was ordered, a production error, or a Product that does not match the confirmed specifications, the Buyer will not bear transportation costs that legally correspond to the Seller or Producer in order to honor the warranty or remedy the breach. When transportation of the Product is necessary to enforce the statutory warranty, such costs will be borne by the Producer or Seller, as applicable.
When the right of withdrawal applies, the Buyer must bear transportation costs and other costs directly associated with returning the Product, in accordance with applicable law. Financial, administrative or processing costs arising from the refund will not be passed on to the Buyer when they legally correspond to the Seller or provider.
If a cancellation requested during the first two (2) hours is accepted before the Order is dispatched, there will be no transportation costs for returning the Product. If the Order has already been dispatched or cancellation is not available, the request will be handled under the applicable legal or commercial framework, and transportation costs will be determined in accordance with this Policy and applicable law.
When an independent Seller or another Marketplace participant is involved, FUERA DEL MOLDE may coordinate the logistics necessary to manage the case. The internal allocation of costs among FUERA DEL MOLDE, the Seller, the Producer, the Printer, the carrier or another participant may not be used to pass on to the Buyer costs that do not legally correspond to them.
Situations involving incorrect or incomplete addresses provided by the Buyer, failed delivery attempts, reshipments and other shipping issues that do not constitute an exchange or return will be governed by the “Delivery and Shipping” section of the Help Center.
9. FDM Voucher
The FDM voucher is a commercial credit balance that FUERA DEL MOLDE may issue as one of the remedies under the FDM Commercial Exchange Guarantee. When this option applies, FUERA DEL MOLDE will inform the Buyer of the voucher amount, its issue or activation date, its validity period and the conditions required for use before the Buyer accepts it.
The value of the FDM voucher will correspond to the amount approved as the solution for the commercial exchange. As a general rule, it will be calculated based on the amount actually paid for the Product being exchanged after applicable discounts and will not include shipping costs or other transaction-related charges, unless FUERA DEL MOLDE expressly determines otherwise or such amounts must be recognized because of the reason giving rise to the request.
The FDM voucher will be valid for at least one (1) year from its issue or activation date. The exact expiration date will be communicated to the Buyer when it is issued.
When the voucher represents a specified amount, it may be used until its expiration. If the value of a new purchase exceeds the available balance, the Buyer may pay the difference using any enabled payment method.
The voucher will be issued in favor of the Buyer identified in the Order and may be associated with the email address or account used for the purchase. FUERA DEL MOLDE may implement reasonable validation mechanisms to prevent unauthorized use. If the voucher is issued to a named Buyer and access to the code or redemption mechanism is lost, the Buyer may request assistance in recovering it, provided the balance has not been used and ownership can reasonably be verified.
The FDM voucher may be used for Products eligible for redemption within the Marketplace. Any exclusion by category, Seller, campaign or Product must be clearly disclosed at the time of issue or before the Buyer accepts this option. Its use together with discounts, promotions or coupons will depend on the terms disclosed for the corresponding campaign.
Unless expressly stated otherwise, the FDM voucher does not cover shipping costs for a new purchase. Such costs will be calculated according to the Order placed using the voucher and the delivery conditions applicable at that time.
The FDM voucher is not redeemable for cash or electronic funds under the FDM Commercial Exchange Guarantee. In particular, when issued as a commercial solution for a Customizable or Customized Product, the Buyer may not subsequently request its conversion into a monetary refund solely at their discretion.
The foregoing does not permit an FDM voucher to replace a monetary refund that is legally required due to withdrawal, statutory warranty, breach, payment reversal or another legal ground, nor does it prevent FUERA DEL MOLDE and the Buyer from voluntarily agreeing to an alternative where the law permits such a choice.
10. Right of Withdrawal
When the purchase falls within the circumstances in which Colombian law recognizes the right of withdrawal, the Buyer may exercise it within five (5) business days from delivery of the Product.
To exercise the right of withdrawal, the Buyer must clearly communicate their decision through the “Contact Us” section of the Help Center, the customer service mechanisms available on the Marketplace, or by emailing [email protected], providing the information necessary to identify the Order and the Product in respect of which the right is being exercised.
When the right of withdrawal applies, the contract will be terminated and the amounts paid by the Buyer will be refunded in accordance with applicable law. The Buyer must return the Product to the Producer or Seller by the same means and in the same condition in which it was received, following the reasonable instructions communicated by FUERA DEL MOLDE to manage the return.
Transportation costs and other costs directly associated with returning the Product will be borne by the Buyer. Financial, administrative or processing costs related to the refund will not be passed on to the Buyer when they legally correspond to the Seller or provider.
The right of withdrawal will not apply where any exception established by law is met. In particular, it may not apply to goods made according to the consumer’s specifications or clearly personalized goods.
To determine whether this exception applies, the specific characteristics of the Product purchased and the customization actually requested and confirmed in the Order will be considered. The mere fact that a Product is customizable, made on demand or capable of incorporating customization options does not, by itself, determine that the right of withdrawal is excluded. Where the Buyer has actually requested text, names, photographs, images, designs, compositions or other specifications and the Product has been made, printed or modified accordingly, the corresponding legal exception may apply.
The foregoing references to exceptions to the right of withdrawal are explanatory and do not constitute an exhaustive list. Any other exceptions will be determined directly under the law in force applicable to each case, and this Policy does not purport to reproduce the statutory list in full.
When the right of withdrawal applies and the Buyer has provided the correct and complete information required to process the refund and returned the Product in accordance with the legally applicable terms, the refund may not take more than fifteen (15) calendar days. The refund will be credited directly to the corresponding payment instrument or method, or through the method agreed between the parties after clear information has been provided regarding the available options.
FUERA DEL MOLDE will not impose an FDM voucher, credit note, coupon or store credit as the sole form of refund when the Buyer is legally entitled to receive money. The Buyer may voluntarily accept a different alternative only where the law permits such a choice.
The right of withdrawal is independent of the FDM Commercial Exchange Guarantee and the statutory warranty. The eight (8) calendar-day period and commercial conditions established for exchanges based on size, style, color or preference do not replace or reduce the statutory period or legal requirements for withdrawal. Likewise, the fact that a Product is exempt from the right of withdrawal does not affect any rights arising from defects, failure to meet specifications, quality, fitness for purpose, safety or the statutory warranty.
11. Payment Reversal
When a purchase is made through e-commerce mechanisms using a credit card, debit card or another electronic payment instrument, the Buyer may request payment reversal when the requirements and conditions established by Colombian law are met.
Payment reversal may apply, where legally available, if the consumer was the victim of fraud, the transaction was unauthorized, the Product was not received, the Product delivered does not match what was ordered or the characteristics represented, or the Product is defective.
To exercise this right, the Buyer must comply with the procedures and deadlines established by current regulations. At present, the claim must be submitted within five (5) business days following the event specified by law, and the consumer must submit the complaint to the provider and notify the issuer of the electronic payment instrument used.
For goods, when their return is legally required, the Buyer will follow the procedure established by applicable regulations. In cases governed by the payment reversal regime, the consumer may inform the provider that the Product is available for collection in the same condition and at the same place where it was received, where permitted by current regulations.
FUERA DEL MOLDE may provide the transaction information and supporting records reasonably necessary to process the request and, where applicable, coordinate participation by the Seller and other participants in the payment process.
Payment reversal is distinct from commercial cancellation, the right of withdrawal, the FDM Commercial Exchange Guarantee and the statutory warranty. FUERA DEL MOLDE will manage each request under the legally applicable framework without requiring the Buyer to make that classification themselves.
12. Refunds and Return of Funds
When funds must be returned to the Buyer, the reason for the refund will determine the amount, timeframe, associated costs and applicable mechanism.
Under the FDM Commercial Exchange Guarantee, a monetary refund will be available only for Non-Customizable Products and when it is the approved commercial solution for the case. Customizable and Customized Products may receive the other commercial remedies provided in this Policy, without prejudice to monetary refunds that must be provided as a matter of law.
When a refund is due because of withdrawal, statutory warranty, failure to deliver, an accepted cancellation, payment reversal or another legal or contractual ground, the specific terms and conditions applicable to that framework will govern.
For withdrawal, the period stated in Section 10 of this Policy will apply. Under the statutory warranty, when the Product cannot be repaired or the defect recurs and the Buyer has chosen a refund, the refund must be made within the period established by current regulations, currently no later than fifteen (15) business days after the Buyer makes the Product available to the Producer or Seller under the legally required conditions.
The amount to be refunded will be determined according to the reason for the refund and the amounts that must legally or contractually be returned. For a commercial refund, the amount actually paid for the Product after applicable discounts will be taken into account. Shipping, transportation or other charges will be included or excluded according to the rules applicable to each legal or commercial framework.
When a refund must be made in money, FUERA DEL MOLDE or the Seller will use the corresponding payment instrument or method, or another mechanism that may legally be used or agreed with the Buyer. Processing times of banks, issuers, payment gateways or processors may affect when the credit appears, without altering the deadlines and obligations that legally apply to the Seller or provider.
FUERA DEL MOLDE will not impose an FDM voucher, credit note, coupon or store credit as the sole form of reimbursement when the Buyer is legally entitled to receive money.
13. Products Sold by Third Parties on the Marketplace
The identity of the Seller must be made available to the Buyer in accordance with the FUERA DEL MOLDE Terms and Conditions and the information provided on the Marketplace.
When FUERA DEL MOLDE is the Seller, Grupo Tecnológico CATO S.A.S. will assume toward the Buyer the obligations legally applicable to it as Seller, even where a third party participates in manufacturing, supply, printing, customization, storage, transportation or another activity related to the Order.
When the Product is sold directly by an independent Seller, that Seller will be responsible for the obligations applicable to the offer, performance, quality, fitness for purpose, warranty and other aspects of the consumer relationship. FUERA DEL MOLDE will be responsible for the obligations applicable to it as Marketplace operator and for the activities it actually undertakes within the transaction.
The Buyer may submit requests relating to exchanges, returns, warranties, withdrawals, refunds or payment reversal through the channels made available by FUERA DEL MOLDE. When participation by the Seller, Producer, Printer, carrier, payment provider or another participant is necessary to resolve the case, FUERA DEL MOLDE may internally forward or communicate the request and the information necessary to manage it.
The involvement of third parties and the internal allocation of responsibilities or costs among transaction participants may not be used to impose obligations on the Buyer that do not legally correspond to them or to reduce their non-waivable rights.
14. Fraud Prevention and Misuse
Requests for exchanges, returns, refunds, warranties, withdrawal or payment reversal must be submitted in good faith and with truthful information.
FUERA DEL MOLDE may perform reasonable checks to confirm the requester’s identity, the existence and conditions of the Order, the condition of the Product, the authenticity of supporting materials, prior use of vouchers or refunds, and possible duplicate requests. It may also request clarification or additional information where objective inconsistencies must be resolved in order to assess the case.
When fraudulent, deceptive or abusive use of the FDM Commercial Exchange Guarantee is established, FUERA DEL MOLDE may deny the requested commercial benefit and adopt measures provided in its Terms and Conditions that are proportionate to the circumstances. This may include situations such as deliberately submitting false information or supporting materials, intentionally altering a Product to obtain a benefit, or misusing an FDM voucher.
Fraud-prevention measures may not be used to disregard a statutory warranty, right of withdrawal, payment reversal, monetary refund or another mandatory right when the Buyer satisfies the requirements established by applicable law.
Information and supporting materials used for these checks will be processed in accordance with the FUERA DEL MOLDE Privacy and Data Protection Policy and applicable law.
15. Contact and Final Provisions
Requests relating to this Policy may be submitted through the “Contact Us” section of the Help Center, the customer service mechanisms available on the Marketplace, or by email to [email protected].
The Buyer should retain the registration or filing number and communications relating to their request when these have been generated, as they help identify and track the case.
This Policy will apply together with the FUERA DEL MOLDE Terms and Conditions, the “Cancellation Request” section, the “Delivery and Shipping” terms, the Privacy and Data Protection Policy, and any other policies applicable to the transaction.
In the event of any conflict between a commercial condition in this Policy and a mandatory consumer-protection rule, the applicable mandatory rule will prevail. No provision of this Policy may be interpreted as a waiver, limitation or reduction of non-waivable consumer rights.
Use of FUERA DEL MOLDE’s channels does not limit the consumer’s right to bring a matter before the Superintendence of Industry and Commerce (SIC) or any other competent authority where appropriate.