RETURN AND EXCHANGE POLICIES
RIGHT OF WITHDRAWAL (LEY DE RETRACTO):
UNDERGOLD offers its customers the possibility to withdraw from their purchase in accordance with Article 47 of Law 1480 of 2011. To exercise this right, the customer has five (5) business days from the date the product is delivered.
To begin the process, the customer must send an email to digital@undergoldapparel.com within thirty (30) calendar days of receiving the product, stating the reason for the return.
After the email is reviewed by UNDERGOLD, the customer will receive instructions on how to proceed.
The product must be in perfect condition, unused, and in its original packaging, including all tags and labels.
Once the product is received, a quality control check will be performed by the supplier, which takes approximately five (5) business days. After verifying the product's condition, the refund process will begin.
The customer is responsible for the cost of returning the product, as established by law.
According to Colombian law, the right of withdrawal only allows for a refund, not an exchange.
Refunds must be processed within thirty (30) days from the date the returned item is received.
RETURN POLICIES
To request an exchange for a purchase made at www.undergoldapparel.com, you have up to thirty (30) days from the delivery date. Within this timeframe, you must submit your exchange request through the following link.
To request a warranty claim, you have up to ninety (90) days from the date of delivery. Warranty claims must also be submitted through the provided link.
A signed shipping receipt by the customer will be required as proof of the delivery date.
Steps for returning a product:
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Identify the product and the purchase date.
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Underwear items (panties, bras, boxers, briefs, socks, bodysuits, swimsuits) cannot be exchanged.
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Exchanges are made based on the amount actually paid.
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You may visit one of our official UNDERGOLD stores with your ID or purchase receipt.
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Return shipping costs must be covered by the customer. Products must be sent to Cra. 34 # 7-67, Medellín, Antioquia. You must notify us in advance so our After-Sales team can provide a shipping label.
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Each product must be returned in new condition, with all tags attached and in its original packaging. If the product has been altered due to handling beyond what is necessary to assess its nature, characteristics, or functionality, UNDERGOLD reserves the right to deny the refund or replacement.
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Products purchased from authorized UNDERGOLD resellers are subject to the reseller's warranty policies.
3.2.3 OPTIONS AVAILABLE AFTER AN EXCHANGE REQUEST:
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Exchange for a different size or color.
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Store credit for the amount paid, redeemable online.
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Full refund.
WARRANTIES
All UNDERGOLD garments come with a three (3)-month warranty from the date of delivery. After this period, no claims will be accepted.
If a warranty claim is made, our quality department will review the item and respond within eight (8) business days.
If the item can be repaired, we will proceed with the repair. Otherwise, it will be replaced with a new item of the same specifications.
To file a warranty claim, please send a request to digital@undergoldapparel.com or contact us on WhatsApp at +57 3114170336, Monday to Friday, from 8:00 a.m. to 5:00 p.m.
WRONG PRODUCTS
If you receive a product with characteristics different from those described on our website, you may request a replacement by following these steps:
Within two (2) business days of receiving the item, take clear photos showing the issue and send them along with your order number to digital@undergoldapparel.com.
Once the error is confirmed, a return shipping label will be sent to you. UNDERGOLD will arrange pickup at the original delivery location. After the return is processed, the correct product will be shipped to you.
ORDER CANCELLATION
Customers may cancel their order, in full or in part, as long as it has not been shipped, by sending a written request to digital@undergoldapparel.com. No breach by UNDERGOLD is required to cancel.
If the order has not been shipped, a full refund will be issued.
If the order has already been shipped, the process will be treated as a return, and applicable shipping or tax costs (for international orders) may be deducted.
In case of cancellation, the refund will be processed within twenty (20) business days from the date of the cancellation request email.