COMMERCIAL POLICY FOR DELIVERY OF ORDERS, CHANGES, RETURNS AND GUARANTEES GRUPO SANVAL SAS, VIRTUAL SHOP
CONDITIONS OF DELIVERY OF ORDERS OF YOUR ORDER:
a. All transactions made through our virtual store www.territorio.co are subject to logistics validation of inventories, means of payments and verification of your personal data. If you fail to approve this process, your order will be rejected by the system. This result will be notified to the email you provide and in the event that we have made a debit of money, you will be reinstated through the same means of payment, within five (5) business days following the notification of rejection of your process.
b. The delivery of your orders is made within business hours, cities, regions and / or areas considered safe for the operation of transport, at the discretion of the carrier.
The delivery time of your purchases will be between two (2) and five (5) business days, counted from the date of approval of your order for domestic shipments and between three (3) and ten (10) business days, counted from the date of approval of your order for international shipments, the approval of the payment of your order will be notified to the electronic address you provided at the time of making your purchase.
Note 1: If the area or place described in your purchase order to receive your order, is affected by weather conditions that affect the normal compliance with the times described for delivery, the final delivery will also be affected and you will receive your request, once these conditions are normalized.
Note 2: You must keep in mind that address changes will not be allowed after your purchase has been approved and notified.
c. The product may be received and inspected by any person of legal age who lives or is present at the place of delivery, for which the signature on the transport document will suffice, unless at the time of making your purchase expressly state that the product must be delivered only to you or an authorized third party, this information must be indicated in the box of observations of the dispatch form.
d. If no one is present at the delivery site to receive your order, or the authorized person is not present, the order will be returned to the place of dispatch. GRUPO SANVAL SAS will reschedule its delivery and / or you must contact the customer service line of the respective Courier designated by GRUPO SANVAL SAS and reschedule the delivery of your order. If the order is not received after two (2) visits made by the carrier, GRUPO SANVAL SAS will proceed with the return of the products. In this case, if you want the order to be forwarded to you, it is your obligation to contact GRUPO SANVAL SAS through the customer service line 57- (315) 316-5886 or write to our corporate email address [email protected] to Request rescheduling of your order forwarding. The costs generated by this operation must be borne by you as a customer.
e. You should check with the carrier that your product is delivered in good condition. If no claim is registered in the delivery document by the corresponding transport, it will be understood that the receipt of the product was satisfactory and you will lose the right to claim.
f. In the event that the product inspection is not carried out at the time of delivery, you will have 24 hours after receipt to notify GRUPO SANVAL SAS- www.territorio.co of any inconvenience with the product. After that time you will not be able to make any claim effective.
g. If upon receiving your product, you refuse to deliver it for a reason beyond the responsibility of GRUPO SANVAL SAS, the shipping cost will not be refunded.
h. When you receive your product, under no circumstances, neither the transporter nor third parties are authorized to return the product from home. You should keep in mind that unscrupulous people can try to deceive you with excuses to keep your product, with arguments such as: “There was an error in delivery, they will upload the correct one, the product delivered is damaged” etc. In the event of this event, it is appropriate that you contact the customer service line 57- (315) 316-5886 or write to our corporate email address [email protected] and also with the police authorities.
i. We will not charge you the shipping cost, if the product received does not correspond to the published one and / or if the product is damaged at the time of delivery.
j. For the Store Withdrawal modality, at the time of withdrawing the purchase you must take into account the following: If it is the owner of the purchase who withdraws it, he must present the original of the credit card with which the payment was made ( does not apply for debit payments), the original identification (citizenship card or passport) and the purchase order number. If it is an authorized third party that will make the withdrawal, it must present its identification (original identity card or passport), photocopy of the identification (citizenship card or passport) of the person who made the purchase and the purchase order number . If the person who withdraws is a third party NOT authorized in addition to the above documents, they must present an authenticated power of attorney at the office where the delivery of the products is authorized. In no case are complaints, notices or news about loss of documents accepted.
If you have any concerns with your office, contact the Customer Service line 57- (315) 316-5886 or write to our corporate email address [email protected]
Bearing in mind that purchases made through media such as the GRUPO SANVAL SAS online store www.territorio.co, telephone sales or any other non-face-to-face means, have special regulations and, among others, are subject to the Right of Withdrawal, Next, we describe this concept:
RIGHT OF RETRACT:
The right of withdrawal is the possibility that you are offered as a client to request the return of all the money paid as well as to make the return of the product received, within a term of five business days following the delivery of the product.
In the same way to make use of this right, the conditions must be established in the first instance so that those who buy exercise this right and in this way can access it, so we describe these conditions below:
CONDITIONS TO EXERCISE THE RIGHT OF WITHDRAWAL:
a. The claim must be made within 5 (five) business days following the delivery of the product.
b. The customer must present the original purchase invoice or the document that proves that the product was purchased in the GRUPO SANVAL SAS virtual store www.territorio.co, to any of our stores located in the city of Cartagena Colombia.
c. The product must be new, unused, with all its original packaging, parts, accessories, complete manuals (if applicable) and labels attached to it.
Once the product has been received by GRUPO SANVAL SAS in suitable conditions according to the indications described to access the right of withdrawal, it will proceed to make the return of the money through the payment method initially used to make the purchase, within the following 45 days upon receipt of the product with their respective supports.
HOW TO EXERCISE THE RIGHT OF RETRACT
To exercise the right of withdrawal:
a. You can approach with your invoice or equivalent document and the product, to any of the TERRITORY stores in Cartagena Colombia.
b. You can also contact the Customer Service line 57- (315) 316-5886 or write to our corporate email address [email protected]
c. The refund will be made to the same payment method used at the time of purchase.
d. You must be clear that you will have to pay the value of the product return freight: In case of return of the product, you must pay the cost of the withdrawal, which has the same rate that was paid at the time of purchase.
For GRUPO SANVAL SAS, the satisfaction of its customers is one of the most important objectives and that is why we offer the guarantee of total satisfaction in your purchases through our virtual store www.territorio.co./us. Therefore, we invite you to read the following policy carefully:
SATISFACTION GUARANTEE GRUPO SANVAL SAS – TERRITORIO
The Satisfaction Guarantee is a benefit that we offer you as our client, which consists in making the change of the product when it does not satisfy the need that led you to acquire it, in any case, it intends to replace or exclude the benefit of the quality guarantee of our products
CONDITIONS TO ACCESS THE BENEFIT OF THE SATISFACTION GUARANTEE
You must present at the time of the application for the benefit purchase invoice, exchange ticket, dispatch guide or invoice order number and territory date.
The product must be new, unused, with all its original packaging, parts, accessories, complete manuals (if applicable) and labels attached to it.
If you apply to this benefit, you should be clear that no money refunds will be made.
In order for this benefit to be effective, you must do so within 5 calendar days of receiving your initial purchase.
You must cancel the value of the return freight of the product and also the cost of resending your purchase. The product must be presented with its original packaging, parts, accessories, complete manuals (if applicable) and labels attached to it.
OPERATING THE BENEFIT OF THE SATISFACTION GUARANTEED.
To request this benefit you must:
a. Approach with your invoice or an equivalent document and the product, to any of the stores Territory in Cartagena Colombia.
b. Contact the Customer Service line 57- (315) 316-5886 or write to our corporate email address [email protected]
HOW WE GIVE YOU THIS BENEFIT
GRUPO SANVAL SAS gives you this benefit through the following options:
You will be given a GiftCard or voucher, charged with the amount agreed upon at the time of purchase. With this option you can go to one of our stores and make it effective, for which it will have a year of validity from the date of delivery. This option only applies to purchases made by customers who can physically reach our stores.
We can upload to your identification number the value of the product purchased at the time of purchase, through a promotional code. With this, you can use this promotional code once, through our virtual store www.terrirotio.co, within the year following the date on which the charge to your identification is made. To be able to access this option, you must inform that you wish to obtain the refund by this means in order to proceed to carry out the respective process.
PRODUCT QUALITY GUARANTEE
In order for you to enforce this guarantee, you must observe the following conditions:
The guarantee will be the one indicated on the product label; For products that do not have this information, it will be one (1) month from the date of the conforming receipt of your purchase.
If the product is in a different place from the purchase, the customer must bear the transportation costs to make the warranty effective.
In case of money back, the value paid at the time of purchase will be delivered, through the same means of payment that you used to make your purchase, within forty-five (45) days following the date on which The right to enforce the guarantee by GRUPO SANVAL SAS is approved.
Keep in mind that you must present at the time of realizing this right, the purchase invoice, dispatch guide or invoice order number and date of your purchase through our virtual store www.territorio.co, you must also contact the Customer service line 57- (315) 316-5886, so that one of our advisors will provide you with complete and clear information to access this right, who will also ask you for the necessary information to complete this process. The product must be new, unused, with all its original packaging, parts, accessories, complete manuals (if applicable) and labels attached to it.