ARTEZA DECOR® WARRANTY POLICY
The artisanal products marketed under the Arteza Decor® brand aim to satisfy the customer; therefore, the warranty policy adheres to the provisions of Law 1480 of 2011 (Consumer Statute), Decree 735 of 2013, or any rules modifying or replacing them. Through this document, you, as the Customer (who, for all purposes of this policy, once you have acquired Arteza Decor® products, have the status of Consumer), can learn about the process to activate the warranty for products purchased through the Arteza Decor® commerce website: artezadecor.com.co
Arteza Decor® guarantees the quality, suitability, and safety of the products it sells, defined as follows:
- Quality: The condition that the products meet their inherent characteristics and are similar to those displayed in the catalogs on the brand's website or social media. Arteza Decor® products are handmade by artisans, and therefore, variations in thickness, color, and size may occur between them. However, this does not imply a compromise to the quality of the products marketed by Arteza Decor®.
Arteza Decor® products are artisanal, handcrafted by artisans on a per-item basis. As a result, there may be variations in thickness, color, and size from one product to another. It should be noted, however, that these variations do not impact the overall quality of the products marketed by Arteza Decor®.
- "Suitability" refers to the capability of the goods to meet the needs for which they have been produced. This is determined in accordance with the characteristics and care conditions outlined in the attached product label known as "Product Care." The label provides information regarding the proper use, handling, care, and maintenance required for each product. Usage recommendations for the products can be accessed on artezadecor.com.co.
- "Security" entails that the products do not pose unreasonable risks to the health or integrity of the Customer/Consumer. In the case of products containing glass, it is the responsibility of the Customer/Consumer to ensure that young children do not play with or use them. This precaution is necessary due to the risk that, if mishandled and broken, these products could cause injuries to minors.
- Exemption from responsibility, non-warranty causes, and non-exchangeable products.
- Arteza Decor® may invoke the exemption from responsibility established in numeral 4 of Article 16 of Law 1480 of 2011 if the Customer/Consumer has not adhered to the usage, handling, care, and maintenance instructions provided by Arteza Decor® in the label named 'Product Care.
- he following are not considered warranty causes: (i)Partial color modification compared to the products shown in the catalogs is not considered a warranty cause; (ii) Natural scratches or veins inherent to artisanal products are not considered warranty causes, (iii) Alterations or stains on the product caused by improper use, care, and maintenance by the Customer/Consumer (for all purposes, Consumer is understood as any recipient or end user of the product, including, without limitation, their family group and workers or individuals in their service) are not considered warranty causes, (iv) rasguños a los materiales causados por su inadecuada manipulación o por el contacto con superficies rugosas, (v) Scratches on materials caused by improper handling or contact with rough surfaces are not considered warranty causes, (vi) Alteration of the product by the Customer/Consumer is not considered a warranty cause, (vii) Requests made after the expiration of the warranty coverage time according to the purchased product are not considered valid warranty claims, (vii) The inability of the Customer/Consumer to use the product due to insufficient space is not considered a valid warranty claim.
- Products that cannot be exchanged: For hygiene reasons, fabric napkin or cushion lines cannot be exchanged unless returned on the same day of their delivery and are in their original condition without any evidence of use.
- The warranty period for Arteza Decor® products is thirty (30) calendar days from the date of delivery, unless specified differently for the products described below, for which the warranty determined for each of them will apply.
- Glass products: If, at the time of delivery, the item arrives with glass breakage, provided that the product is returned in its original packaging, the Customer must contact Arteza Decor® on the same day of delivery. If the glass-containing product is affected after this time, Arteza Decor® offers the Customer the option to purchase a replacement product, subject to availability in their stock.
- Napkins and cushions: As stated in section 1.2.3, these products cannot be exchanged unless returned on the same day of their delivery and are in their original condition without any evidence of use. In any case, these products come with a repair warranty of thirty (30) days following their delivery for detachment of accessories or zipper unfastening, as applicable.
- Lamps: The warranty period for our products is sixty (60) calendar days from the date of delivery.
If, within the warranty period established in section 1.3, the Customer/Consumer identifies any irregularity or defect in the product, despite following all the recommendations provided in the label named "Product Care," they should contact the customer service hotline at +57 (315) 556 8177 or send an email to servicioalcliente@artezadecor.com, stating "WARRANTY REPAIR" in the subject line. The email should include: (i) name, identification, and contact information of the customer, (ii) purchased product, (iii) date of purchase, (iv) date and address of product receipt, (v) copy of the invoice or equivalent document, (vi) reasons for dissatisfaction with the product, and (vii) photos of the product clearly showing the reasons for requesting the warranty.
Within fifteen (15) business days of receiving the email, Arteza Decor® representatives will contact you (as the Customer/Consumer) indicating whether the warranty application is accepted or not. If accepted, the Customer must deliver the product for repair (at the Customer's expense) to the address Calle 8 Oeste No. 28-08, Cali. The repair will be carried out within thirty (30) days of receiving the product. This repair incurs no cost for the Customer/Consumer.
If the product cannot be repaired, Arteza Decor® will contact the Customer/Consumer, who can then request a replacement (if the product is in stock) or a refund. These requests will be processed within ten (10) business days of the Customer/Consumer's expression of preference (the money will be transferred to the bank account specified and verified by the Customer). The Customer/Consumer may choose to purchase a different product of equal or higher value than the one originally acquired. In the latter case, the Customer must pay the price difference before Arteza Decor sends out the new product..
In any case, if it is evident that the Customer/Consumer has not followed the usage, handling, care, and maintenance instructions specified by Arteza Decor® in the label named "Product Care," Arteza Decor® will be exempted from the warranty obligation. The company will communicate this to the Customer, returning the product in the condition it was received for repair.
For online sales, in compliance with Article 47 of Law 1480 of 2011, the Customer/Consumer, through a written request to the email servicioalcliente@artezadecor.com, may, within five (5) days following the delivery of the goods or the conclusion of the contract (which will be deemed fulfilled with the payment of the acquired goods), exercise their right of withdrawal. As a result, Arteza Decor® will refund the amount paid for the goods, following the requirements outlined below.
To exercise the right of withdrawal, the Consumer must:
- Send a written communication to the email servicioalcliente@artezadecor.com with the subject: "WITHDRAWAL (PRODUCT RETURN)" and include in the body of the email: (i) name, identification, and contact information of the customer, (ii) purchased product, (iii) date of purchase, (iv) date and address of product receipt (if applicable), and (v) copy of the invoice or equivalent document.
- If the product has already been delivered, the Customer/Consumer (at their own cost) must return it to Arteza Decor® in the same condition as it was delivered (in its original packaging) and without having been used.
In this case, the money will be refunded to the Customer/Consumer no later than within thirty (30) days following the Customer/Consumer's request, provided that the goods have been returned to Arteza Decor® in the same condition as shipped and before the expiration of these thirty (30) days to the address Calle 8 Oeste No. 28-08, Cali, Valle. If the product has not been returned to Arteza Decor® within this time by the Customer/Consumer, the money will be transferred on the next business day following the effective date of the product return to the bank account specified by the Customer.
Specify and certify.
If the product is not returned in the same condition as delivered, and there is evidence of use, or if it is not returned in its original packaging, or if it lacks the corresponding label, the right of withdrawal will not apply in favor of the Consumer.
- If the product has not been delivered, meaning if the right of withdrawal was exercised within the five (5) days following payment by the Consumer and has not been dispatched, Arteza Decor® will refund the paid amount within thirty (30) days following the request.
- If the product has already been dispatched, the process established in section 2.1.2. will be applied accordingly.
In accordance with the provisions of section 3 of Article 47 of Law 1480 of 2011, the Customer/Consumer cannot exercise the right of withdrawal if the product requested from Arteza Decor® has been tailored to the specific requirements of the Customer/Consumer, such as dimensions, color, or other personalized characteristics.