Return and Exchange Policy

RETURN PROCESS

According to law 1480 of 2011 art. 47, as a right of withdrawal, the maximum term to request a full refund for 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 assuming the cost of transportation and any other expenses involved in the return of the good.
The refund will be processed within 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 voucher an amount reflecting the decrease in the product(s) price up to the total amount.

In special cases, partial refunds will be made:

• Item that is not in its original condition, is damaged, or missing parts/accessories for reasons not attributable to us.
• Any product returned after the 5-day return period, if accepted by us.

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

In Colombia, only merchandise at regular price can be refunded; products on sale cannot be refunded.

Contact us by email info@blackbison.co or via WhatsApp at the number (+57) 3042575049 within the days stipulated by law 1480 of 2011, providing name, order number, residential address, and reason for the return with the 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 has arrived at the company, we will send an email or WhatsApp message notifying the receipt. The shipping cost must be borne by the customer.

The product will go through its evaluation process and the reasons for its return, by the quality department (it must not show signs of use and must retain its tags). 

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 case your product does not meet the criteria of our return policy, we will inform you by email of the reason why the return is not accepted and the product will be sent back to the original 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 completed all of the above and still have not received your refund, contact us at info@blackbison.co or write to us on WhatsApp (+57) 3042575049. 

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 purchase the same items at a discounted price. We will also not refund the price difference if you change your item(s) from full price to a discounted item.

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

 

PROCESS OF CHANGE

Exchanges can be made for size, reference, or color for products of equal or greater value. Nationwide, 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 are valid for 30 calendar days from the date of purchase. After 30 days, unfortunately, we cannot offer the exchange.

If the product return requires an exchange, the user must select the same reference or, according to inventory availability, a product with a value equal to or greater than that of the purchased product. In the event that the user does not want 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 number (+57) 3042575049 within the stipulated days, providing name, order number, size, reference, and color for the item you wish to exchange. Once availability has been verified and informed, you can proceed with the product return using the information provided by us.

Shipments for exchange are split; you pay for the shipping of the shoes to be exchanged, and we pay for the shipping of the new replacement pair. 

The package must be sent with a courier service that includes 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 (sending to the company and returning to their hands).

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

The product must be in optimal condition in order 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 as it was received. It should be tried on a clean surface and socks or stockings should be worn to try them on.
• It should not have wrinkles or creases from use. Remember to use the shoehorn that is sent to you.
• Keep your label and accessories complete.
• It must be sent in the same shoe box 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 replacement product.

Once the product has arrived at the company, we will send an email or WhatsApp message notifying its receipt.

The product will go through its evaluation process by the quality department (it must not show signs of use and must retain its tags) within the next 3 to 5 business days nationwide. You will be informed within this time whether the exchange is approved or not. In some cases, the replacement could be given in fewer days, and in others, it may take a little longer depending on the work of the quality department and the season.

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

In the event 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, paying the difference for this last option before it is shipped.
• To 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 their loss).

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

 

PRODUCTS ON SALE OR PACKS

Discount item exchanges can only be made by size.

Exchanges can be made for a different 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 voucher redeemable on our website, for the amount paid for the exchange product, valid for 6 months from the issuance of the note (these vouchers constitute money, therefore the brand is not responsible for their loss).

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

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 for 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 withdrawal days mentioned in the refunds section).

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

 

CHANGES PRODUCTS OF THE DAY WITHOUT VAT

Products purchased on the VAT-free day that are to be exchanged are subject 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 changes is the one mentioned in the title of changes, taking into account what is stated in Decree 1314. The shipping cost for these changes is the responsibility of the customer.

 

CHANGES PRODUCTS OF THE DAY WITHOUT VAT

Products purchased on the VAT-free day that are to be exchanged are subject 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 changes is the one mentioned in the title of changes, taking into account what is stated in Decree 1314. The shipping cost for these changes is the responsibility of the customer.

 

PRODUCT STATUS FOR RETURN OR EXCHANGE

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

To be effective, a return/exchange the item must be in the same condition as the customer received it. It is important to take care and be neat when trying on the sneakers, not to crack or wrinkle the upper leather, especially in the front part where the foot bends and on the heel when putting them on. It is recommended to try the 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 resale condition and include all original packaging, accessories, be clean, and without modifications or alterations to its original state. If the specifications of this document are not met, the product will not be eligible for exchange or return, and therefore will be sent back to the shipping address.

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

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

If you have any questions, do not hesitate to write to us at the email info@blackbison.co or on the WhatsApp chat (+57) 3042575049.