Return and Exchange Policy

RETURN PROCESS

According to Law 1480 of 2011, art. 47. As a right of withdrawal, the maximum term to request the total refund paid for the purchased items is 5 business days counted from the delivery of the product. Returning it in the same conditions and means in which it was received, with the consumer bearing the cost of transportation and any other costs involved in the return of the good.
The refund will be made between 5 and 10 business days following the receipt of the product again in our warehouse.
Note: The refund covers only the value of the product according to the law mentioned above. The shipping cost is non-refundable, as it was executed and consumed at the time of dispatch.

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 conditions. We reserve the right to deduct from the refund or credit, the value that reflects the decrease in the price of the product(s) up to the total amount.

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 attributable to us.
• Any product returned after the 5 days allowed for return, if accepted by us.

The refund will be made in the same way the payment for the product was made or as agreed with the customer. 

In Colombia, only merchandise with regular price can be refunded; discounted products cannot be refunded.

Contact us by email info@blackbison.co or via WhatsApp at the numbers (+57) 3042575049 or (+57) 3159786494 within the days stipulated by law 1480 of 2011, providing name, order number, residential address, and reason for the return with its respective evidence; once it has been verified, according to our policies, you may choose to return the product using your own postal service or as agreed. 

Once the product is received by the company, we will send an email or a message via WhatsApp, notifying that it has been received. The shipping cost must be borne by the customer.

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

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

In case your product does not meet the criteria of our return policy, we will inform you by email 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 processed after the stipulated 20 business days, 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 still have not received your refund, contact us at info@blackbison.co or write to us at WhatsApp (+57) 3042575049 or (+57) 3159786494. 

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

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

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

 

EXCHANGE PROCESS

Exchanges for size, reference, or color can be made for products of equal or greater value. Nationally, exchanges 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 have a duration of 30 calendar days from the date of 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, one of equal or greater value than the purchased product. In the event that the user does not intend to select another product from the website, a voucher will be issued for the value of the product, which will be valid for 6 months.

Contact us by email info@blackbison.co or via WhatsApp at the numbers (+57) 3042575049 or (+57) 3159786494 within the stipulated days, providing name, order number, size, reference, and color for which you wish to exchange. Once availability has been verified and communicated, you can proceed with the return of the product using the information provided by us.

Exchange shipments are divided; you pay for the shipment of the shoes being exchanged, and we cover the shipment of the new pair. 

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

In the event that a second exchange of the same order is requested, we reserve the right to accept or reject the second request or if the customer wishes a refund after an exchange. If a second exchange is accepted, the customer must bear the cost of both shipments (the one to send to the company and the return to their hands).

At the international level, the shipping cost for exchanges is borne by the buyer, as well as any customs duties that may be incurred. Products with unpaid customs will not be accepted.

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

• Make the shipment as soon as possible once informed and accepted. 
• The product must not be used.
• The entire product (sole, upper, laces) must be clean according to how it was received. It should be tried on a clean surface and wear socks or tights to try them on.
• It must not have wrinkles or signs of use. Remember to use the shoehorn that is sent to you.
• Keep your tags and accessories complete.
• It must be sent in the same box of the footwear wrapped in a bag on its exterior, to protect the integrity of the product during the shipping process.

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

Once the product has arrived at the company, we will send an email or message via WhatsApp, notifying that it has been received.

The product will go through its evaluation process by the quality area (it must not show signs of use and retain its tags) within the next 3 to 5 business days nationwide. You will be informed during this time of the approval or not of the exchange. In 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.

If your product does not meet the criteria of our exchange policy, we will inform you by email the reason why it is not applicable and the product will be returned to the initial shipping address.

In the case of requesting an exchange 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 excess of this last option before it is shipped.
• Have a redeemable voucher on our website, for the amount paid for the exchanged product, valid for 6 months from the issuance of the note (these vouchers constitute money, therefore, the brand is not responsible for its loss).

* No money will be refunded (neither in cash nor by any other payment method, unless it is within the retraction days mentioned in the refund title).
* Money will not be refunded for the price difference if you exchange your product for one with a discount.

 

SALE PRODUCTS OR PACKS

Discounted item exchanges can only be made for size.

Exchanges can be made for size of the same reference. If the desired size is not available in the same style, we offer the option to select another product of equal or greater value, paying the corresponding difference. 

In the event that there is no availability in the inventory, you will have a redeemable voucher on our website, for the amount paid for the exchanged product, valid for 6 months from the issuance of the note (these vouchers constitute money, therefore, the brand is not responsible for its loss).

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

It is allowed to exchange products from a pack individually, following the same conditions and deadlines applied to individual purchases.

The return must be made of the entire pack; partial returns will not be accepted.

* No money will be refunded (neither in cash nor by any other payment method, unless it is within the retraction days mentioned in the refund title).

It should be noted that shipments for the exchange of discounted, on-sale, or promotional products must be made within a maximum of 5 business days to carry out the shipment. We reserve the right to reject any exchange request.

 

EXCHANGES OF PRODUCTS FROM THE DAY WITHOUT VAT

Products purchased on the day without VAT that wish to be exchanged are covered 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 by the exemption from the sales tax (VAT), unless it is made on another day that applies this benefit.”

The process for exchanges is as mentioned in the exchange title, taking into account what is stated in Decree 1314. The shipping cost for these exchanges is the customer's responsibility.

 

PRODUCT CONDITION FOR RETURN OR EXCHANGE

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

To be effective, a return/exchange must be in the same condition as the customer received it. Care and cleanliness are important when trying on sneakers; do not crack or wrinkle the upper part of the leather, especially at the front where the foot bends and at the heel when putting them on. It is recommended to try on sneakers on a soft surface or a carpet to avoid damaging the bottom of the soles. We do not offer refunds for footwear that shows signs of use, wear, or damage.

The product return 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 a return or exchange, you consider all products from the same order that you wish to return.

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

If you have any concerns, feel free to write to us at info@blackbison.co or on WhatsApp chat (+57) 3042575049 - (+57) 3159786494.