pomada

Warranties, Exchanges

& Returns

1. OBJECTIVE

To define the reasons and ways by which warranty, exchange, return and reimbursement claims are submitted and approved regarding products purchased via online platforms provided by Wokii Ventures, registered trademark of Wokii Ventures S.A.S., in order to provide a great experience to Independent Representatives and the end consumer, in compliance with the Law 1480/2011 “by which the Consumer Protection Statute is issued amongst other dispositions” and Decree 735/2013 “by which regulations for effectively ensuring the warranty on consumer goods contemplated in Articles 7 and on in the Law 1480/2011 are established”.

2. KEY WORDS

  • Quality: Condition in which a set of inherent characteristics of a product fulfils requirements and those assigned by the information provided about said product.

  • End Consumer: Any and every natural or legal person who, as the final recipient, acquires, enjoys or uses a product, regardless of its nature, to satisfy a need, being it their own, private, family or household-related, or economic, insofar as it is not inherently linked to their economic activities. This also applies to the concept of user.

  • Warranty: Temporary enforceable obligation given by the manufacturer and/or supplier to be held accountable in regards to the sound condition of the product and compliance of said product in accordance with suitability, quality, and safety criteria abiding by legal or company-imposed dispositions.

  • Legal Warranty: It entails the obligation, as contemplated by the law (1480/2011), all and any manufacturer and/or supplier incurs to be accountable for the quality, suitability, safety. and good condition and proper functionality of a product. The law or the corresponding authority will define the terms of said warranty. Failing such conditions, the aforementioned terms will be those defined by the manufacturer/supplier. The validity of the legal warranty will start as soon as the product is delivered to the consumer.

  • Faulty Product: Movable or immovable property which due to an error in terms of design, manufacturing, building, packaging, or information does not offer the reasonable assurance to which every person has the right.

  • Products for personal use: Products that are used by a single person pertaining to hygiene. (e.g.: underwear, toothbrushes, fragrances, makeup, hair products, facial creams, body creams, soaps, reading glasses, deodorants, and other cosmetics).

  • Independent Representative: Independent salespeople who are provided with oWe products and/or trademarked brands of Wokii Ventures by means of a supply contract to be resold or for their own consumption.

  • Digital Independent Representative: Independent Representative who signed a supply contract online (website, on the phone, or via app).

3. GENERAL CONDITIONS

  • Claims can be submitted up to 30 calendar days after the product has been delivered.

  • Products will have to be returned up to 5 business days after the product has been delivered.

  • The articles must be in perfectly good shape, including labels and stickers still in place and in their original packaging so that the claim can be deemed valid.

  • Wokii reserves the right to grant exchanges, returns, and reimbursements after careful assessment for each case.

  • Due to sanitary reasons, return, reimbursement, and exchange claims for products meant for personal use (e.g.: underwear, skates, girdles, boxers, briefs, socks, cosmetic products, reading glasses, toothbrushes, and dietary supplements) will not be accepted.

  • Products will be exchanged for another one with the same size, colour, tone as per company guidelines.

  • Wokii Ventures cannot be held liable for the warranty if the defect derives from:

    • Force majeure or Act of God;

    • A third party;

    • Improper usage on the part of the consumer, and Not following the proper instructions for the installation, usage, or maintenance shown in the product manual and warranty, provided these were given by Wokii and complies with the applicable suitability criteria.

  • In the case that there is a manufacturing defect or a delay in the delivery of the product, you will need to contact Customer Care. We do not accept cash on delivery.

4. MODALITIES

An Independent Representative, digital Independent Representative, or an end consumer who has a product they want to exchange or return in accordance to what is contemplated by the law or current regulations shall proceed as follows:

4.1. WARRANTY:

  • The warranty is valid up to 30 calendar days after the product has been delivered.

  • To submit a claim, send an email to hello@wokii.com. Be sure to type Product Exchange in the subject + Customer ID Number. Please specify what happened to the product and attach images or videos as evidence.

  • Additionally, you will need to provide:

    • Contact Information of the person who submits the claim.

    • Specify the reason for the exchange: Use Table 1 as reference.

    • Specify the desired transaction. The legal warranty exchange options read as follows:

      • Reship product with same specifications - Quality Problem or Wrong Product

      • Reimbursement, in compliance with the Colombian Consumer Statute

    • Customer must send evidence: Photo and/or video showing the condition of the product

  • Wokii will then proceed to check whether the product meets the requirements mentioned in this document and decide whether the claim is deemed valid or not.

  • It will take up to 30 calendar days to verify, decide, and notify the End Consumer or Independent Representative after the claim is submitted.

4.2. REIMBURSEMENT

  • In order to apply for a reimbursement, either partial (just one product) or total, you will need to do so within 5 business days after having received the product.

  • To submit a claim, send an email to hello@wokii.com. Be sure to type Product Exchange in the subject + Customer ID Number. Please specify what happened to the product and attach images or videos as evidence.

  • Additionally, you will need to provide:

    • Contact Information of the person who submits the claim.

    • Specify the reason for the exchange: Use Table 1 as reference.

    • Specify the desired transaction. The legal warranty exchange options read as follows:

      • Reimbursement

  • Wokii will then proceed to check whether the product meets the requirements mentioned in this document and decide whether the claim is deemed valid or not.

  • It will take up to 30 calendar days to verify, decide, and notify the End Consumer or Independent Representative after the claim is submitted.

  • Shipping costs of the returned products shall be covered by the End Consumer or the digital Independent Representative in compliance with Law 1480/2011

In any event, once the product is shipped back and received, Wokii will verify whether:

  • the product is the same as the one specified in the submitted claim,

  • Accountability is applicable according to what this document and the law deem acceptable

 

If the claim is accepted:

  • The product will be reshipped or the reimbursement applied, depending on each individual case.

  • A notification will be sent which will explain the decision made by Wokii and the next steps to be taken by the consumer, letting them know their claim has been accepted.

If a case gets rejected: a notification will be sent letting the consumer know their case has been rejected and why. The product will then be reshipped back to the consumer.

ADDRESS

Calle 26 No. 69-76 Torre 1 Piso 16

Bogotá, Colombia

London, Bloomsbury, 4 Bloomsbury

Square, London,WC1A 2RL,

Reino Unido

USA 742 Eaton Street 2FL Elizabeth NJ 07202
Phone: (908) 4224966

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