Returns and exchanges policy

RETURN PROCESS

In accordance with law 1480 of 2011 art. 47, as a right of withdrawal, the maximum period to request a full refund paid for the purchased items is 5 business days from the delivery of the product. Returning it in the same conditions and means in which it was received, with the consumer being the one who assumes the cost of transportation and the others that lead to the return of the good.
The money refund will be made between 5 to 10 business days after receiving the product back in our warehouse.

The right of withdrawal does not apply to purchases made abroad.

Please note that we cannot process refunds or exchanges for products received in worn, dirty, damaged or incomplete condition. We reserve the right to deduct from the refund or bonus, for the value that reflects the decrease in the price of the product (s) up to the total amount thereof.

In special cases partial refunds will be made:

• Items that are not in their original condition, are damaged or are missing parts/accessories for reasons not due to us.
• Any product that is returned after the 5 days available for return, if accepted by us.

The money will be returned in the same way in which payment for the product was made or as agreed with the client. 

In Colombia, only regular priced merchandise can be refunded, sale products cannot be refunded.

Contact us by email info@blackbison.co or by WhatsApp to the number (+57) 3042575049 within the days stipulated by law 1480 of 2011, providing name, order number, residence address and reason for the return with its respective evidence; Once it has been verified, in accordance with our policies, you can choose to return the product using your own postal service or as agreed. 

Once the product is delivered to the company, we will send an email or WhatsApp message, notifying you of the receipt. The shipping cost must be assumed by the customer.

The product will go through its evaluation process and the reasons why it was returned, by the quality area (it must not show signs of use and retain its labels). 

You will be informed of the approval, if applicable, of your refund which will be credited to the card used in your initial purchase or as agreed, within the next 10 business days. We do not refund shipping costs.

In the event that your product does not meet the criteria of our return policy, we will inform you with an email of the reason why the return is not applicable and the product will be returned to the initial shipping address.

If the refund has not been effective after the stipulated 20 business days, please contact your card company, it may take some time before your refund is officially posted. Then contact your bank. Sometimes there is a processing time before the refund is posted.

If you have already done all of the above and have not yet received your refund, please contact us at info@blackbison.co or write to us on WhatsApp (+57) 3042575049. 

It is important not to ship any items directly to the company, without the proper shipping label provided by us or as agreed.

*We reserve the right to reject your return request if we believe that your intention is to purchase the same items at a discounted price. We will also not refund the price difference if you exchange your full price item(s) for a discounted item.

*We do not offer refunds if a customer misses out on or misses out on a promotion or sale. 

 

CHANGE PROCESS

Changes may be made by size, reference or color for products of equal or greater value. At the national level, changes will be made within 20 calendar days from the moment the product is received. After 20 days, unfortunately we cannot offer the exchange.

International exchanges last 30 calendar days from purchase. After 30 days, unfortunately we cannot offer the exchange.

If the return of the product requires an exchange, the user must select the same reference or according to inventory availability with equal or greater value than the purchased product. In case the user does not wish to choose another product from the website, a voucher will be issued with the value of the product, valid for 6 months.

Contact us by email info@blackbison.co or by WhatsApp to the number (+57) 3042575049 within the stipulated days, providing name, order number, size, reference and color for the one you wish to exchange. Once availability has been verified and informed, you can refund the product with the information provided by us.

Shipments for exchanges on the first occasion are divided, you cancel the shipment of the footwear to be exchanged and we cancel the shipment of the new exchange pair. Shipments due to changes in promotions are borne by the customer in their entirety.

The package must be sent with a courier service with tracking/signature, to ensure the safe arrival of the product. Please retain a copy of the receipt as proof of shipping. 

If a second change to the same order is requested, we reserve the right to accept or reject the second request or if the customer wants a refund after an change. If a second change is accepted, the client must assume the value of the two shipments (that of sending to the company and returning to them).

At an international level, the shipping cost for changes is assumed by the buyer, as well as any customs taxes that may be generated. Products with unpaid customs will not be accepted.

The product must be in optimal condition to be able to make the change:

• Send the shipment in the shortest time possible once informed and accepted. 
• The product must not be used.
• The entire product (sole, upper, laces) must be clean as it was received. You should put them on a clean surface and wear stockings or socks to try them on.
• It should not have wrinkles or folds from use. Remember to use the shoehorn that is sent to you.
• Keep your tag and accessories complete.
• It must be sent in the same box as the footwear, wrapped in a bag on the outside, to protect the integrity of the product during the shipping journey.

Please note that the 20 days for the exchange will continue to add up until you send us the tracking number of the exchange product.

Once the product is delivered to the company, we will send an email or WhatsApp message, notifying you of the receipt.

The product will go through its evaluation process by the quality area (it must not show signs of use and retain its labels) within the next 5 to 10 business days nationwide. You will be informed at this time whether or not the change is approved. ANDIn some cases the replacement could occur in fewer days and in others it may take a little longer depending on the work of the quality area and the season.

In the event that your product does not meet the criteria of our exchange policy, we will inform you with an email of the reason why it does not apply and the product will be returned to the initial shipping address.

In the case of requesting the change and there is no availability in the inventory, you will have one of the following options:.

• Choose another item that is available on the website of equal or greater value, canceling the surplus of this last option before being sent.
• Have a redeemable voucher on our website, for the value paid of the exchange product, with a validity of 6 months from the issuance of the note (these vouchers constitute money, therefore the brand is not responsible for the loss thereof).

* No refunds will be made (neither in cash nor by any other means of payment, unless it is within the withdrawal days mentioned in the title of refunds).
* No money will be refunded for the price difference if you exchange your product for a discounted one.

 

PRODUCTS ON DISCOUNT OR PROMOTION

Exchanges for sale or discount items can only be made by size.

Changes may be made by size of the same reference. If the desired size is not available in the same style, we offer the option of selecting another product of equal or greater value, paying the corresponding difference.

In the event that there is no availability in the inventory, dYou will have a redeemable voucher on our website, for the value paid of the exchange product, with a validity of 6 months from the issuance of the note (these vouchers constitute money, therefore the brand is not responsible for the loss thereof).

Black Friday, outlet, combos, first purchase discount, among others, are considered promotions. 

* No refunds will be made (neither in cash nor by any other means of payment, unless it is within the withdrawal days mentioned in the title of refunds).

It should be noted thatShipments for the exchange of discounted, offer or promotion products must be assumed by the customer in their entirety and a maximum of 5 business days to make the shipment. We reserve the right to reject any change request.

 

PRODUCT CHANGES OF THE DAY WITHOUT VAT

Products purchased on the day without VAT that wish to be exchanged are accepted according to Decree 1314 of the Ministry of Finance and Public Credit: “when the return or refund of the value of the good is generated, the new purchase will not be covered with the exemption in sales tax (VAT), unless it is done on another day that this benefit applies.”

The process for exchange is the one mentioned in the title of changes, taking into account what is stated in Decree 1314. The cost of shipping these changes is the responsibility of the client.

 

PRODUCT STATUS FOR RETURN OR EXCHANGE

We will only accept returns and exchanges for unused items in their original packaging.

For a return/exchange to be effective, the item must be in the same condition in which the customer received it. It is important to be careful and neat when trying on sneakers, not to crack or wrinkle the upper part of the leather, especially in the front part where the foot bends and in the heel when put on. It is recommended to test the sneakers on a soft surface or carpet to avoid damaging the bottom of the soles. We do not offer refunds for shoes that show signs of use, wear or damage.

The returned product must be in perfect resalable condition and with all its packaging, original accessories, clean, without modifications or alterations to its original state. If the specifications of this document are not met, the product will not be valid for exchange or return, and therefore will be returned to your order address.

It is important that when making the return or exchange, you consider all the products of the same order that you want to return.

We cannot be responsible for items damaged or lost in return transit.

If you have any concerns, do not hesitate to write to us at info@blackbison.co or at whatsapp chat (+57) 3042575049.