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RETURNS AND WARRANTY
Important: Once payment has been made and the order has been confirmed, it is not possible to request a cancellation or a refund, as our products are made to order and the manufacturing process may begin once the order is confirmed.
If you would like to make any changes to your order, please contact us as soon as possible. We will review your request and, provided that the manufacturing process has not yet progressed too far, we may be able to accommodate the change, subject to the applicable conditions.
OUR WARRANTY TO YOU
Our Commitment to Your Satisfaction
If the product you receive is significantly different from its description, D’Raso is committed to accepting the return within 10 days from the date the package was delivered to you. Our satisfaction guarantee ensures that you will receive a refund, provided that you comply with our return and exchange policy.
If you need to return an item to D’Raso, there are several ways to do so. Who is responsible for the return shipping costs depends on the reason for the return and the applicable return policy.
WHO PAYS FOR THE RETURN SHIPPING COSTS?
D’Raso will cover the return shipping costs when the item has a defect, manufacturing flaw, or does not match what was requested or described in the order. This will also apply when a free return has been expressly offered.
In certain cases, especially when dealing with a personalized product, we may request photographs or a video to help us verify the issue. When the circumstances require it, we may request that the received product be destroyed as a condition for honoring the warranty, rather than requiring the product to be returned.
This measure allows us to verify that the product subject to the claim does not remain in circulation or get used afterward, and forms part of our control procedures to protect both the customer and D’Raso against improper use of the warranty.
If you wish to return a product due to a measurement or sizing issue, or to request a change to a feature that was correctly selected in the original order, the return shipping costs will be your responsibility.
For security and shipment control purposes, we do not accept packages sent cash on delivery. Before making any return, please contact us so that we can provide you with the appropriate return procedure.
FOR DAMAGED OR DEFECTIVE PRODUCTS (LEGAL WARRANTY)
At D’Raso, quality is essential. Each product is carefully crafted and inspected to ensure that it meets our manufacturing standards and is suitable for its intended use.
However, if an issue arises related to the manufacturing or quality of the product, our shoes are covered by a five (5)-month warranty from the date of delivery, applicable to manufacturing defects or quality issues.
Once a warranty claim is received, our quality control team will evaluate the case and, when necessary, inspect the product. If it is determined that the issue is due to a manufacturing defect or that the product does not meet factory specifications, D’Raso may, as appropriate, repair or replace the defective component, replace the product, or issue the corresponding refund.
If, after review, it is determined that the issue is not related to a manufacturing or quality defect, but rather to factors related to use, care, maintenance, or the conditions to which the product was exposed, the product will be returned to the customer.
The warranty does not cover the following cases:
• Products that were not purchased directly from drasocalzado.com. If the product was purchased through an authorized representative, the warranty claim must be handled directly with them.
• Damage caused by improper use or negligence, including exposure to chemicals, corrosive substances, fire, excessive heat, sharp objects, moisture, or other conditions that may affect the materials.
• Damage caused by using the product for an activity other than the one for which it was designed. For example, using dance shoes on surfaces or under conditions other than those recommended, or using suede-soled footwear on rough floors, pavement, or other surfaces that may damage the sole.
• Scratches, marks, and natural wear and tear resulting from normal use of the product.
The lifespan of any product may vary depending on frequency of use, the conditions in which it is used, the care and maintenance it receives, the surface on which it is used, and each user’s individual wear patterns.
For this reason, the warranty does not cover damage caused by normal use and wear, nor damage that occurs after the product has exceeded its reasonable service life.
If you believe that one of our products has an issue or abnormal behavior that may be related to its manufacturing, we will be happy to review your case. Our goal will be to determine what happened and offer the most appropriate solution in accordance with the terms of the warranty.
EXCHANGE POLICY
EXCHANGES AND RETURNS
You may request an exchange for a purchase made through our online store within 10 calendar days from the date you receive your order, provided that the conditions established in this policy are met.
Products requested for exchange must be in perfect condition, with no signs of use, including their tags and original packaging. If the product has been used, is damaged, no longer has its original packaging, or the request is made after the established period, D’Raso may reject the exchange.
Personalized Products
Shoes made to order according to the specifications requested by the customer are not eligible for exchanges due to size, measurements, design, materials, or other characteristics that were correctly selected when placing the order.
The exception applies when the product received differs from what was ordered or has a manufacturing defect. In such cases, we will review the situation and provide the appropriate solution in accordance with our warranty policy.
If you need to request an exchange or adjustment that may be possible under our conditions, please contact us before shipping the product so that we can provide you with the appropriate procedure.
Shipping Costs
When an exchange or return is requested at the customer’s discretion, the shipping costs to D’Raso and the cost of shipping the new product will be the customer’s responsibility. We do not accept packages sent cash on delivery.
When a return is the result of an error on the part of D’Raso, such as receiving a product different from the one ordered or a manufacturing defect, we will review the case and cover the applicable shipping costs.
Returns from the Same Order
If you wish to return several products from the same order, we recommend submitting the request for all of them in a single shipment. Any subsequent return requests related to the same order will be evaluated individually, and D’Raso reserves the right to accept or reject them in accordance with the conditions of this policy.
Return Location
Products must be returned only to the same store or establishment where they were purchased. We do not accept returns of products purchased in stores located in other countries.
Conditions for Accepting a Return
We reserve the right to reject a return if the product is not in the same condition in which it was received or does not meet the conditions established in this policy.
Returns and exchanges will only be accepted when they involve a product different from the one ordered, a manufacturing defect, or an issue related to the workmanship or materials used.
Before shipping any product, please contact us so that we can review your case and confirm the appropriate procedure.
PRODUCT RETURN INSTRUCTIONS
To request a product return, please follow these steps:
1. Contact our customer service team.
Before shipping any product, you must contact us and let us know the reason for the return. Our team will review your request and confirm whether it meets the conditions established in our exchange and return policy.
2. Wait for authorization.
If your request is approved, we will provide you with instructions on how to proceed with the shipment.
3. Prepare the product for return.
The product must be returned in perfect condition, with no signs of use, including its tags and original packaging. We recommend protecting it properly to prevent damage during transportation.
Before contacting our customer service team, please have the following information ready:
• Order number
• Order date
• Delivery name and address
• Phone number
• Reason for the return request
Important:
Returns must be sent only to the same store or establishment where the product was purchased. We do not accept returns of products purchased from stores in other countries.
Return address for products purchased through drasocalzado.com:
Calle 66 # 48A-100 Esquina
Prado Centro Neighborhood
Medellín, Colombia
Mobile: +57 313 621 4425
Shipping costs will depend on the reason for the return and the conditions established in our exchange and return policy. We do not accept packages sent cash on delivery.
The time the product remains in transit depends directly on the shipping carrier and is beyond our control. Once we receive the returned product, we will inspect its condition and process the request as soon as possible.
Due to transportation, receipt, and inspection times, the complete process may take several days. Once we have received and inspected the product, we will notify you by email of the outcome and the next steps.
When the return is the result of an issue attributable to D’Raso, such as receiving a product different from the one ordered or a manufacturing defect, we will cover the applicable shipping costs and provide the appropriate solution in accordance with our warranty policy.
In certain cases, we may request photographs or a video to verify the issue. When applicable, we may also request that the received product be destroyed or rendered unusable as a condition for honoring the warranty, particularly when it is not necessary to request its return.
Our customer service team is available to assist you throughout the entire process. If you have any questions or need to submit a request, please do not hesitate to contact us.
WhatsApp: +57 313 621 4425
Monday to Friday, 8:00 a.m. to 5:00 p.m.
Saturdays, 8:00 a.m. to 12:00 p.m.
Email: atencionalcliente@drasocalzado.com
DO YOU STILL HAVE DOUBTS?
Please contact our customer service team; it will be our pleasure to assist you.
Monday to Friday: 8:00am - 5:00pm. Saturdays: 8:00am - 12:00pm.