Product Return Conditions – Muzem
Effective Date: 06/18/2025
Last updated: 06/18/2025
At Muzem we are committed to the quality of our jewelry and the satisfaction of
our customers. Therefore, we establish the following policies for returns,
exchanges and warranties, in accordance with the provisions of Law 1480 of 2011 –
Consumer Statute.
1. Products that DO NOT APPLY for return
Being personalized jewelry, handmade pieces and products for personal use
, returns are not accepted for subjective reasons such as taste, size or
purchase decision, except for the exceptions provided by law. This includes:
– Jewelry made to order or to customer specifications.
– Parts that have been modified (engravings, adjustments, etc.).
– Items that have been used, manipulated or altered.
2. Accepted causes of return
Muzem will accept returns exclusively when:
– The product presents manufacturing defects.
– The product received does not match the product ordered on the purchase order.
– The product arrives damaged as a direct result of transportation (with
evidence at the time of receipt).
3. Deadline to request the return
The customer has a maximum period of 5 working days from the delivery
to notify any situation that justifies the return. After this
time, it will not be possible to process returns.
4. Conditions to apply the return
To process a return, the product must be in the following conditions
:
– Unused, in perfect condition, without scratches or damage.
– With original packaging, certificates and all accessories included.
– Accompanied by proof of purchase (invoice or order number).
5. Return process
1. The customer should write to info@muzem.co indicating:
– Full name and order number.
– Reason for return.
– Product photographs.
Muzem will analyze the request and respond within a maximum of 5 working days
.
3. In case of approval, the procedure for the shipment of the
product will be informed.
4. Once the product has been received and inspected, we will proceed with the exchange,
repair or credit note as appropriate.
6. Shipping costs
– If the return is due to Muzem’s error or product defect, we will assume the
shipping costs.
– If the product is not defective and is returned voluntarily within the
withdrawal period (only for non-customized sales and within 5 days
legal), the customer will bear the shipping costs.
7. Right of withdrawal
In accordance with Article 47 of the Consumer Statute, the right of withdrawal
applies only in sales made by non face-to-face means
(internet, telephone, etc.) and in products that are not personalized.
– The customer must return the product within a maximum of 5 working days
from receipt.
– The product must be in its original condition and must not have been used.
– Once the return has been received, a refund will be made within
within 30 calendar days.
8. Exceptions to the right of withdrawal (art. 47)
The right of withdrawal does not apply to:
– Goods made to the consumer’s specifications or
clearly personalized.
– Goods for personal use.
9. Contact
For any questions or requests related to returns or warranties,
you can write to us at:
📧 info@muzem.co
📞 +57 3115893717
