Usaquén Locality Chapinero Locality Suba Locality Engativá Locality Barrios Unidos Locality Teusaquillo In accordance with the right of withdrawal enshrined in Law 1480 of 2011, Art. 47, the maximum term to exercise this right is 5 business days from the date of delivery of the product. The product must be returned in the same condition in which you received it. MASCOTASBICHOS.COM offers its customers the possibility of withdrawing from the purchase during the first 5 business days after delivery of the product. Withdrawals must be requested through any of our official contact channels: telephone number 3186558878 or email contacto@mascotasbichos.com. To make the withdrawal effective, the buyer must comply with some general conditions. 1.- Products on sale or with a discount, from our 'OFFERS' section, are NOT eligible for return. 2.- Product returns will always be made for the value at which they were purchased. 3.- If at the time of purchase, you use a discount coupon and a return is made, this benefit is lost and cannot be used in a next purchase. 4.- Pet care and hygiene products cannot be exchanged or returned. 5.- The product must be returned in optimal conditions, without traces of having been used, it must not be modified or altered from its original state and it must be in good condition and clean and with labels if there were any. 6.- The value of the Home Delivery is not refundable, for reasons beyond MASCOTASBICHOS.COM 7.- At the time of return, you must present a purchase invoice. After making the withdrawal on the MASCOTAS BICHOS page, the Client will have a maximum of five (5) business days to send the product, if it is not sent within the first 5 business days after the time for withdrawal has expired, it will be understood that the client wishes to cancel said request. Shipping costs will be borne by the User. The Customer must visit a Coordinadora location to process the return. The product must be sent to CLL 97.# 10-26, when the product arrives it must meet all the return requirements; otherwise, it cannot be processed. ### WITHDRAWAL REFUND CONDITIONS If the product was paid for by credit card and the refund method chosen by the consumer is a reversal to their credit card, the money will be refunded to the card used within 15 to 25 business days after MASCOTAS BICHOS accepts the withdrawal. These reversal times depend directly on the consumer's bank. The bank reversal only applies to refunds on the entire order. For purchases made through Cash on Delivery, the refund will be made to a savings/checking account indicated by the customer or through a payment branch, which will be indicated by the customer service advisor during the process. ### TERMS AND CONDITIONS FOR CLAIMS FOR WRONG PRODUCTS If the customer receives a product with characteristics different from those described on the website at the time of purchase, the following procedure must be followed in order to verify the validity of the claim. The customer must submit the withdrawal request through the website within the following 5 business days after receiving the product. The customer must send images of the wrong product to the email contacto@mascotasbichos.com indicating the reason for the claim in the subject line of the email, within the following 48 business hours after receiving the product. Once the Customer Service area receives the required documents and the data is corroborated, within 48 hours the return will be scheduled by MASCOTASBICHOS.COM once the return process is carried out, the reordering will proceed so that the customer receives the product with the characteristics initially purchased.