If you want to know more about our policies
EXCHANGE AND WARRANTY POLICIES
These policies establish the parameters for exchanges and warranties of products purchased in the virtual and physical stores of La Rue S.A.S. The exchange policy applies when the consumer wishes to modify their purchase, while the warranty policy covers returns or exchanges due to quality issues within the corresponding legal period.
EXCHANGE POLICIES
If the purchase is made through the website, you may request an exchange through our customer service channels in accordance with Law 1480 of 2011, Article 47, which establishes a period of 5 days. The product must be shipped no later than the day following the notification.
The customer must assume shipping costs both ways (return and reshipment).
Items purchased without discounts may be exchanged for size, color, or reference.
The item must retain all original tags and labels attached.
The item must not have been used, modified, or damaged.
For electronic purchases, the right of withdrawal applies within 5 days after purchase, and refunds must be issued within a maximum of 30 days.
Exchanges are made only for the value originally paid.
If exchanging for a higher-value item, the customer must pay the price difference using the original payment method available at the store.
UNDERGARMENTS (INCLUDING BODYSUITS, SETS, SWIMWEAR) AND ACCESSORIES ARE NOT ELIGIBLE FOR EXCHANGE DUE TO HYGIENE REASONS.
Products must be in proper hygienic condition. If the garment is received in poor condition, it will be returned and shipping costs will be charged to the customer.
Products damaged due to improper handling by the customer are not eligible for exchange.
HOW TO REQUEST AN EXCHANGE
Exchanges in Physical Stores
Bring the item to one of our physical stores with the invoice or the ID number of the purchaser.
The garment must:
Have original tags attached
Be in perfect condition
After validation by the quality department (within 2 business days), you may choose:
Exchange for a higher-value product (paying the difference).
Exchange for a different size of the same product.
Exchange for another product of equal value.
All exchanges are subject to inventory availability.
Online Purchases (Social Media or Website)
If you are in Medellín, you have two options:
Request pickup or send the product (shipping costs assumed by the customer unless due to quality issues).
Send your request via WhatsApp: +57 314 508 3643 / +57 312 773 1542, providing:
Reason for exchange
Full name
ID number
Phone number
Pickup or shipping address
Desired replacement product
Additional conditions:
Size, color, or reference changes must be shipped by the customer.
Quality or warranty claims: shipping is covered by La Rue S.A.S.
Use appropriate packaging to protect the garment.
Delivery times after exchange follow standard shipping times.
Exchanges depend on inventory availability.
Only equal or higher value exchanges are allowed (customer pays the difference).
Important Information
La Rue S.A.S. ships replacements exclusively through Coordinadora courier service.
If the requested product is unavailable, an alternative solution will be agreed upon.
Discounted items CANNOT be exchanged or refunded.
If the product does not meet exchange requirements, it will be returned to the customer with shipping payment upon delivery.
WARRANTY POLICIES
Warranty Period
All garments have a 30-day warranty starting from the date of delivery.
Claims submitted after this period will not be accepted.
Quality evaluations will be completed within 8 business days.
Discounted Items Warranty
Discounted items only have warranty coverage if received in defective condition and must be reported within 2 days after delivery.
Warranty – Physical Store Purchases
If a product presents manufacturing defects and care instructions were followed, customers may visit a physical store with the garment in hygienic condition. Procedures follow Law 1480 of 2011 and Decree 735 of 2013.
Warranty Claim Process
- The item is analyzed by the Quality Department in Medellín.
- A response is provided within 8 business days.
- Once approved, customers have 1 month to collect or exchange the item.
Refunds Under Warranty
If a product has quality defects:
The company evaluates whether repair is possible.
If not repairable, a replacement or refund is authorized for the value originally paid.
Online Warranty Claims
Requests must be sent via WhatsApp. Pickup will be scheduled within 3–5 days.
Customer service will provide a written response within 15 business days.
Incorrect Product Received
Contact customer service immediately. Pickup will be arranged and replacement processed within 5–7 business days after collection.
Shipping Costs
Approved warranty claims: shipping covered by La Rue S.A.S.
Damage caused by misuse: shipping paid by the customer.
REFUNDS
Case 1: Product with Quality Defects
If repair is not possible or the item is out of stock, you may:
Exchange for another item of equal or higher value, or
Request a refund (shipping cost deducted unless assumed by the company).
Refund methods:
Bank transfer (approx. 15 business days).
Payment reversal (approx. 20 business days).
Refunds are processed through Mercado Pago or the original payment method.
RIGHT OF WITHDRAWAL (RIGHT OF CANCELLATION)
Under Law 1480 of 2011, customers may return online purchases within 5 business days after receiving the product without providing a reason.
Conditions:
Product must be unused, clean, and with original tags.
Return shipping costs are assumed by the customer.
Send email notification to: servicioalclientelarue@gmail.com
Ship the product within 2 days after notification.
If conditions are met, the company will refund the total paid amount (excluding initial shipping costs) within 15 business days.
Shipping costs are non-refundable.