For products purchased in our partners' physical stores, requests for exchanges, returns and quality guarantees must be made at the place of purchase and in accordance with the terms and conditions that our partners establish for this purpose.

For products purchased through this website, requests for changes and quality guarantees can be managed through our contact channels indicating the order number, reason for the claim, photo of the packaging guide and photo of the product batch. Our team will contact you within a period of up to five (5) business days with instructions on the steps to follow.

You must take into account the following conditions to proceed with your request:

 

• The maximum term to request a product change will be two (02) business days from the delivery of the product.

• The product to be returned must not have been opened or used and must not show wear, scratches, modifications or dents. You must also return the product with all its accessories and original packaging. Umi lab reserves the right to accept changes in flavor or reference, verifying that the condition of the product complies with the aforementioned conditions and depending on the availability of the product you wish to purchase as a replacement.

• In the case of a product warranty return, you must send images and other information requested by the agent handling the case, where the novelty presented is evidenced. Umi lab reserves the right to accept changes, verifying that a quality problem does indeed exist and that the product was stored according to the recommendations stipulated on the label of each product.

• Umi lab will respond to the request via email within a period of up to five (5) business days. From this response, the Client has five (5) business days to inform Umi lab of the tracking number and the carrier by which the shipment will be made. In cases of warranty claim, Umi lab will assume the shipping cost and will provide instructions for carrying it out. In the case of product change by reference, the customer will assume the shipping cost. If no response is received from the Client within the established time, Umi lab will withdraw the request for change or guarantee.

• The exchange will be made once Umi lab receives and physically verifies the return. This may take 5-15 business days from when the customer ships the product and depends on the transit time of the product and the shipping transit time of the new replacement product.

• Under no circumstances does Umi lab offer additional onerous or free guarantees that modify the aforementioned coverage.

• In cases of return due to transport breakdown, shortage or exchange, you must send images that demonstrate the novelty presented and other photos and information requested by the agent handling the case. The maximum period to report a product breakdown, shortage or exchange will be two (02) business days from the date of delivery of the product. If done after this time, there will be no replacement or exchange.

• Umi lab will not grant guarantees, exchanges and/or returns in cases where it is demonstrated that the failure or defect is due to: (i) normal deterioration or shrinkage of the product; (ii) force majeure or fortuitous event; (iii) act or omission of a third party; (iv) improper use of the product; (v) damage or malfunctions caused during the storage or transportation process of the product by the consumer.

 

Right of withdrawal

 

For products purchased in physical or digital stores of our partners, withdrawal requests must be made at the place of purchase and in accordance with their own exchange, return and warranty policies. For its part, if appropriate, the right of withdrawal for purchases made through our allies must be carried out in accordance with what is defined by them, which may not be less than what is established by law.

For products purchased through this website or that are made through financing systems provided by Umi lab or that in general terms correspond to non-traditional or distance methods, the exercise of the right of withdrawal may be managed through our  contact channels  indicating the order number and the information of the person who made the purchase. Our team will contact you within a period of up to five (5) business days with instructions on the steps to follow.

 

You must take into account to proceed with your request:

• The maximum term to exercise the right of withdrawal will be five (5) business days from the delivery of the product in accordance with the provisions of the Consumer Statute (Law 1480 of 2011).

• The product to be returned for recall must not have been opened or used, and must not show any wear. Likewise, you must return the product with a copy of the sales invoice and/or equivalent document, as well as all its accessories and original packaging.

• If you use the right of withdrawal, Umi lab will respond to the request via email within a period of up to five (5) business days. From this response, the Client has five (5) business days to inform Umi lab of the tracking number and the carrier by which the shipment will be made. Please note that transportation costs and everything else involved in returning the product are assumed by the customer (law 1480 art. 47). The refund will be made within a maximum period of fifteen (15) business days from the date on which the returned product is physically delivered to the address provided by Umi lab for the withdrawal of the purchase.

• It is the buyer's duty to ensure that the product(s) to be returned comply with the appropriate packaging to guarantee its protection(s) in transportation. In the event that the returned product(s) show deterioration at the time of verification in the warehouse, Umi lab will not operate the right of withdrawal and will close the request.

• All refunds will be made to a Colombian bank account with bank certification provided by the client at the time of exercising the right of withdrawal or to the credit card used in the purchase.

• The refund will be made once Umi lab receives and physically verifies the return. This may take a maximum period of twenty (20) business days from when the customer ships the product and depends on its transit time.

• In the event that after five (05) business days from the response from Umi lab, a response is not received from the client to continue with the return process for withdrawal, the request will be considered withdrawn and Therefore, the right of withdrawal will not operate.