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RETURNS AND PRODUCT WARRANTY
Please note that it is not possible to request a refund or the cancellation of an order once you have made the payment. In case you want to make a change, you can contact us before the end of the manufacturing process (Subject to conditions).
OUR GUARANTEE TO YOU (SATISFACTION GUARANTEE)
If the product you receive is very different from its description, D'RASO agrees to accept your return before the end of the order (that is, within 10 days from the day the package was delivered to you). Our guarantee of satisfaction will make sure you get a refund. You just have to abide by the exchange policy.
If you have to return an item to D'Raso, there are several ways to do it. The decision on who pays for the return costs depends on the reason for the return and the return policy.
WHO IS RESPONSIBLE FOR THE RETURN COSTS?
D'Raso pays the return costs if the item is damaged, defective or does not match the description of the ad, or if the ad includes a free return policy. In some cases, we may request a video showing the destruction of the product received to make the warranty effective.
The return costs will be on your behalf if you return the item because it requires adjusting measurements, or you want to change any of its characteristics. (We do not accept cash on delivery packages).
FOR DAMAGED OR DEFECTIVE PRODUCTS (LEGAL GUARANTEE)
For D’Raso, quality is essential. We ensure that all our products are able to withstand the uses for which they were designed. However, should an unforeseen issue arise, our shoes are covered by a five (5) month warranty against manufacturing defects or quality flaws.
Our quality control department will inspect the returned products, if damage is the result of a manufacturing defect or if the product does not meet factory specifications,
the cost of the product will be refunded, it will be exchanged for another product or the defective part will be replaced.
If the problem is due to reasons contrary to the quality of the material or the assembly process, we will return the original product.
The guarantee will not be effective in cases such as the following:
*If they have not been obtained at drasocalzado.com (If you obtain them with a representative, please consult directly with them to duly process your guarantee)
*If they have been damaged by misuse or negligence (exposure to chemicals, caustic substances, open flame source, high heat, sharp objects, moisture, etc.)
*If they have been damaged by improper use or by activities other than the intended purpose (for example, the use of sports dance shoes or the use of shoes with suede soles for rustic floors such as pavement, etc.)
*Scrapes and natural wear due to the use of the product.
The life span of any product depends on the particular use made of it, the conditions in which it is used and the characteristic wear patterns of the user.
D'Raso products damaged by normal wear and tear or that have exceeded the reasonable life of the product will not be replaced.
If you experience any issue or unusual situation with any of our products, we’ll be happy to review your case and help you find the best solution.
CHANGE POLICY
You can return your purchase made in our online store, within 10 days from the date of receipt of the package, and we will exchange it for another of our products available in stock (conditions apply). If the return is made outside this period or the item has been used, damaged or not sent in its original packaging, D´Raso cannot accept the return and cannot make the change. Returns will only be accepted if the product is in perfect condition, unused, with labels and original packaging.
— drasocalzado.com does not support product changes in custom manufactured shoes, except that the product is different from the one you ordered. If you want to change a product, or you require product adjustments (conditions apply) please contact us. It is only possible to make the change of a product if it is done according to our return policy. The costs of the exchange shipping are at your expense.
— The customer will bear the shipping costs to our store (We do not accept delivery packages), except if the return is due to a D'RASO failure, and the order was composed only of the item you want to return.
— It is important that when you make the return, you consider all the products of the same order you want to return. In case you request a second return of the same order.
— D´Raso reserves the right to accept or reject the second request.
— Please send your return only to the same store where you purchased your product. We do not accept returns from stores in other countries.
— We reserve the right to reject returns that are not in the same condition as you received them.
— We only accept returns for receiving a product other than the one you ordered, or for damage to workmanship and / or supplies.
PRODUCT RETURN INSTRUCTIONS
To return a product, follow these instructions:
— Contact our customer service team to begin the process for your return. They will let you know you if your request is authorized according to our return policy.
— If your request is authorized, you send us the product. Make sure that you pack the items in their original packaging with the original labels.
Before calling our customer service line, make sure you have the following information at hand:
*Order number
*Order date
*Address
*Phone number
Note:
— Please send your return only to the same store where you purchased your product. We do not accept returns from stores in other countries.
Address for shipping returned of products purchased at drasocalzado.com:
Calle 66 # 48A-100 — Mobile +57 3136214425 — Neighborhood: Prado Centro — Medellín — Colombia
The amount of time your return spends in transit is beyond our control, although once received we will process it as quickly as possible. Therefore, we must have at least 10 business days to receive and process your return. As soon as we receive it and check the status of the product, D'RASO will process your requirements as soon as possible. Once the returned products have been received and processed, we will send you a notification via email.
If the return is made for any reason due to D'RASO, the company will cover shipping costs and commits to exchanging the product for another of equal or greater value or deliver a voucher for the same amount of the returned product.
In some cases, we may request a video showing the destruction of the product received to make the warranty effective.
Our customer service is available to help you with your return process. Do not hesitate to contact us with any questions or comments.
Write to our WhatsApp +57 3136214425 (Monday to Friday from 8:00 a.m. to 5:00 p.m. and Saturdays from 8:00 a.m. to 12:00 p.m.) or e-mail us to atencionalcliente@drasocalzado.com
DO YOU STILL HAVE DOUBTS?
Ask customer service, it will be our pleasure to serve you.
Monday to Friday: 8am - 5:30 pm Saturday: 8am to 12:00 pm