Shipping, payment and return policies

The following page is oriented to specify which are our policies of shipments, payments and returns, in order to guide our customers of the possible alternatives that may be available when buying our products through the virtual portal.

The policies that you will find on this page are aimed at making an easy process at the time of purchase, in the same way, we focus on always giving a solution to any inconvenience that may arise, both in online payments, returns and shipments.

Contenido

Orders placed at the factory

Return and exchange policies

  1. You may request an exchange or return of the garment(s) purchased by contacting the advisor who carried out the commercial process or by sending the claim to the following e-mail: ventas@capsgoodwill.com.co or, failing that, to the e-mail of each advisor. This claim must be made no later than 30 days after the date of delivery of the product.
  2. In accordance with Law 1480 of 2011 and Decree 735 of 2013, a technical review will be conducted to determine the validity of the request and provide a response to the email you have provided us, within 8 business days following the filing of the claim.
  3. The technical review can be done remotely with photos provided by the customer or with physical samples of the products being returned. In the event that the technical review is done physically, the products shipped must be properly washed at the time of shipment or pick-up. If this is not the case, no technical evaluation will be made and the products will be returned for proper washing.
  4. Garments must have the original tags and labels.
  5. The exchange or return does not apply if the garment has been damaged or mishandled during use. The cases
  6. In case the return is valid after the technical review by the company, the products must be completely clean for their return.

Warranties

  1. In case a product has a quality problem please report it to the following e-mail: ventas@gwdotaciones.com.co or through your corporate consultant. Once the warranty claim has been analyzed, the response will be notified and the product will be reprocessed or replaced.
  2. The warranty does not apply in the following cases:
    1. The warranty does not cover damage to garments when there are stains generated by chemical products, tears or wear generated by external elements, peeling (specks on the garment).
    2. The garment is past its warranty period (more than 3 months). The useful life of the garment depends on its care and conditions of use, therefore, the warranty does not apply to products damaged by normal wear and tear. 
    3. The warranty does not apply to products damaged by normal wear and tear or mishandling of the garment during use.
    4. Failure to comply with the proper care of washing according to the instructions that are on the stitching sewn on the garment.
    5. When the garment does not have their respective original tags and labels. They must be legible.
    6. It must not be modified by third parties, broken or worn by external elements or dirty conditions due to bad washing, oil stains or other chemicals.
    7. The shade of the fabric, print or embroidery is +-5% different from the approved sample or previous productions.
    8. Size is +-5% smaller or larger than standard. 
    9. Depending on the type of nonconformity, the garment will be eligible for full replacement or reprocessing. By accepting our  business proposals for your order, you agree to our warranty policies.
    10. This applies to all Good Will orders. No exceptions.

E-commerce

Shipping Policies

Geographic scope

The store has nationwide coverage, the product is shipped directly from the factory to the door of your home or work.

Shipping costs

There are only surcharges on shipments when the product is to be paid on delivery, this value depends on the city, neighborhood or sector in which the product is to be delivered. In the same way, a maximum weight will be taken into account in which there will be no additional cost, if it exceeds this weight, an extra charge will be made for the shipment.

Delivery times

Delivery times will be predestined depending on the sector or city to which the product will be shipped. If the shipment is to the same city where the company is located, the delivery will take 24H from the purchase, if it is outside the city it will take 96H, that is to say from 1 to 4 working days from the purchase.

Time for delivery

We will work in time slots from Monday to Friday, in this case the first working day is taken as the day on which the payment confirmation will be received by e-mail, if this is done on a weekend, the order confirmation will be taken on the next working day.

Shipment status report

In this case, if the delivery is made with a logistics company, the customer will be informed by mail which company will deliver the package and the tracking number will be sent to the customer so that the package can be properly tracked. Once the product is delivered to the logistics company, it will be the only one to provide information on the status of the order. (will be delivered: Destination city branch contact number, waybill number and time the product was shipped).
In the case that it is sent with the company’s internal carrier, it will be given an average delivery time, i.e., it does not open a specific time, but the delivery will be made in the time slot determined (EX: 9am to 1 pm). In the event that delivery is delayed or delayed, the customer will be notified in a timely manner.

Payment policies

Methods of payment

  1. The following means of payment are available: debit card (Visa, MasterCard) through PSE.
  2. Credit card: where you will select the installments at which you will pay for the purchase
  3. Through Wompi.
  4. For customized products, cash on delivery is not allowed.

Reasons why payment may be refused

  1. The card may be expired (check that the card does not exceed the validity date).
  2. That the card limit has been reached: Check with your bank to ensure that the card has not exceeded its purchase limit.
  3. You may have entered some data incorrectly: Check that you have filled in the blanks correctly.
  4. For any other reason that the transaction is rejected, you should communicate with the company, and if it is not the one with the error, you should communicate directly with the bank to which you are affiliated.

Confirmation of payment

Payment will be notified via e-mail.
NOTE: The order will not be shipped until the payment has entered the company’s payment gateway.

Cancellation and refund policies

Order cancellation

  1. If you wish to cancel an order, you may do so between the purchase period and the time before the period has changed to shipment status. If you do not complete this process within the allotted time, you will not be able to cancel the order.
  2. If your payment was made by credit card, the transaction will be reviewed.
  3. If your order was placed for payment by bank transfer and it has not been reflected or the order has not been placed, it will be cancelled without any inconvenience.

Returns

Returns will only be allowed if there is a manufacturing defect, or if a product not required and specified by the customer (different sizes not requested by the customer) was sent. In this case we will send an email specifying the order number, pick up address if it is within the city of Bogota if it is outside, they will send the product by a carrier (cash on delivery), details of the item to be returned and why you will do it, all this to the email ventasenlinea@gwdotaciones.com.co.
It is clarified that the order will be picked up in the next 72 hours of requesting the return by mail, this within the city of Bogota; if it is outside of this the shipment can be made in the next 72 hours and the return from the factory to the customer will be made in the next 72 hours after the product has arrived at the factory.

NOTE: Returns will not be charged to the customer.
– Garment must not arrive soiled
– If the garment has been used in any way, it must arrive properly cleaned and packed.

Deadline for returns

To return the product you will have a maximum of 14 days after receiving the product.

Notification of receipt of return

Once the mail has been sent by the customer requesting the return, the mail will be answered within the next 72 hours and the amount will be refunded in the same way in which the initial purchase was made, i.e. confirming the return and also the shipment of the product.