Refund policy

Return & Exchange Policy 

 

1. Right of Withdrawal

  • Under Law 1480 of 2011 (Colombian Consumer Protection Statute), consumers have the right to withdraw from their purchase within 5 business days after product delivery.
  • To exercise this right, the product must be returned in the same condition in which it was delivered: unused, in its original packaging, and with all accessories included.
  • Refunds will be issued within 30 calendar days after the product has been received at our warehouse.

2. Returns Due to Dissatisfaction

  • We accept returns within 14 calendar days after delivery, provided the product has not been used, washed, or damaged.
  • Customers must retain the original packaging and any accessories included.
  • Return shipping costs are the responsibility of the customer, except in cases of warranty claims or order fulfillment errors.

3. Exchanges and Replacements

  • We offer exchanges for products of equal or greater value (with the difference paid by the customer).
  • Exchanges are subject to product availability.
  • If the requested product is not in stock, customers may request a store credit or a refund.

4. Warranty and Defective Products

  • All of our products carry a 90-day legal warranty against manufacturing defects.
  • If a product presents a defect in quality, suitability, or safety, Simsashop.com will cover the full cost of the return and replacement.
  • Customers must report the defect within a reasonable period and provide supporting evidence (photos or videos) to initiate the process.

5. Non-Returnable Items

For hygiene and safety reasons, returns are not accepted in the following cases:

  • Textiles that have been used or washed (rugs, cushions, throws, etc.).
  • Items on clearance or promotion.
  • Custom-made or special-order items.

6. Return Procedure

  1. Contact our customer support team (email or WhatsApp).
  2. Provide the order number and reason for return.
  3. Receive the return shipping label and coordinate product shipment.
  4. Once received, we will inspect the item and proceed with a replacement, refund, or store credit as appropriate.

7. Refunds

  • Refunds will be processed to the same payment method used at the time of purchase (credit/debit card, PSE, bank transfer, etc.).
  • The refund timeline depends on the customer’s financial institution, but Simsashop.com will process it within a maximum of 15 business days after approval of the return.

8. Contact Information

For return or warranty requests, please contact our Colombian support team:

📧 info@simsashop.com
📞 +57 (313000011– Colombia office line)
⏰ Service Hours: Monday–Friday, 9:00 a.m. – 6:00 p.m.

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