EXCHANGE AND WARRANTY POLICIES

These policies aim to establish the basic parameters for the changes and guarantees of the products purchased in the virtual and physical stores of the La Rue S.A.S brand. The exchange policy will govern on those occasions where the consumer must make some modification to their initial purchase for reasons related to the taste of the product, for its part, the guarantee policy refers to the legal period to make changes or returns due to minimum quality standards of the product.

CHANGE POLICIES
• If the purchase is made on the website, you can request a change through our customer service lines within no more than 30 days. You can make changes to products purchased in any discount, sales or promotion activity only by size in the same reference or in the event that there is a problem with the quality of the product, it will enter the guarantee process.

• You can exchange the purchased item without discounts for size, color or reference. It is important that the item retains all its original markings and labels. The item cannot have been used, modified, damaged.

• Item exchanges will only be made for the value at which it was purchased. If you want to exchange your purchase for an item of greater value, you must pay the value of the surplus using the payment method you want and that the store has available at the time.

• UNDERWEAR (INCLUDES LINE OF BODY'S, SET'S, SWIMSUITS) AND ACCESSORIES HAVE NO CHANGES DUE TO SANITARY ISSUES.

• The product must be in good hygienic conditions to carry out the change.

• Products that are damaged due to customer mishandling will not be exchanged for any reason.

How to exchange a garment?

Changes in physical stores:
Take the item you want to exchange to one of our physical stores with the invoice or ID number of the person who purchased it. The garment must have its marks and labels attached and be in perfect condition. You can choose between the following options:

Exchange of the product for one of higher value: exchanges can be made for products of higher value, paying for the surplus by the means you wish, the exchange will be subject to availability in the inventory.
Product change by size: you can choose a different size of the same product, respecting the value initially paid for the item.
Change of product of equal value to the purchased item: you may choose a item of equal value, respecting the value initially paid for the item.
Purchase changes in the online store (social networks – website)

How to exchange a garment for an online purchase if you are in Medellín?
You have two options:

Request collection or send the product depending on the reason for the change.
To proceed with the change of your product you must send us the request through our WhatsApp lines 3145083643 -3145082362, our person in charge of customer service will take the following information:
Reason for change

Full name

Identification card,

Telephone of the client requesting the change

Address to schedule the pickup of the product or provide the shipping address as the case may be.

• Product for which you wish to make the change

• In the event that the change is due to a change in size, color, reference; The freight and shipping of the product to our distribution center must be assumed and coordinated by the customer, the person in charge of customer service will provide the shipping address.

• In the event that the shipped product presents Quality or Guarantee problems, the freight and collection of the product must be coordinated and assumed by La Rue.

S.A.S.

• A date will be scheduled for the collection of the product, taking into account your availability. Within a period of 3 to 5 business days depending on the agreed date, the Coordinator or the internal courier will collect the product.

• Use a packaging of your choice. It is important that the packaging is adequate so that the garment is not affected during the transportation process.

• The packaging must contain the label with information on the address where it will be sent. This information will be provided when customer service has a solution for your case or they reach an exchange agreement.

• Once the product is received at our distribution center and from that moment on, the same delivery times as a normal purchase will apply.

• You must bear in mind that the change you make will be subject to availability and

distribution center inventory.

• You must keep in mind that for the exchange you can choose a garment of equal or higher value, always respecting the value initially paid for the item. If the value is higher, the client must pay the excess.

• The product must be in good condition and clean, it must not be modified or altered from its original state, it must have its original labels and purchase invoice.

Visit our physical stores to carry out the Exchange process
Take the item you want to exchange to one of our physical stores with the invoice or ID number of the person who purchased it. The garment must have its marks and labels attached and be in perfect condition. You can choose between the following options:

Exchange of the product for one of higher value: changes can be made for products of higher value, paying for the surplus by the means you wish, the change will be subject to availability in the inventory.
Product change by size: you can choose a different size of the same product, respecting the value initially paid for the item.
Change of product of equal value to the purchased item: you may choose a item of equal value, respecting the value initially paid for the item.
How to exchange a garment for online purchase if there are no physical stores in your city?

• Request collection or send the product depending on the reason for the change.

To proceed with the change of your product when there are no physical stores in your city, you must send us the request through our WhatsApp lines 3145083643 - 3145082362, our person in charge of customer service will take the following information:

Reason for change

Full name

Identification card,

Telephone of the client requesting the change

Address to schedule the pickup of the product or provide the shipping address as the case may be.