1. Product issues and legal warranty
If a product arrives damaged, incorrect, incomplete or has a quality or performance issue not caused by misuse, contact us at contacto@gbxone.com. Your request will be handled in accordance with applicable Colombian consumer law.
2. How to request assistance
Include your name, order number, a clear description of the issue and, when possible, photos or videos of the product and packaging.
3. Do not return a product before receiving instructions
Please contact GBX ONE before shipping a return. We will provide the authorized return destination, shipping method and any information that should accompany the package.
4. Warranty shipping costs
When a return is required to make a valid legal warranty effective, the necessary transportation costs will be handled in accordance with applicable law and will not be improperly transferred to the consumer.
5. Repair, replacement or refund
Depending on the nature of the issue and the applicable legal warranty rules, the solution may include repair, replacement or refund. A refund is not automatically the first remedy in every warranty case.
6. Misuse and exclusions
Warranty coverage does not extend to damage proven to have been caused by improper use, failure to follow installation or maintenance instructions, unauthorized alterations, accidents attributable to the user, or other legally recognized grounds for exclusion.
7. Right of withdrawal
For online purchases where Colombian law recognizes the right of withdrawal, the consumer may exercise it within the applicable legal period, generally five (5) business days after receiving the product, subject to statutory exceptions.
8. Withdrawal return costs
When a return is made solely under the right of withdrawal and not because of a defect or warranty issue, return transportation costs are borne by the consumer where required by law.
9. Refunds
Approved refunds will be processed through the original payment method whenever reasonably possible and within the legally applicable time limits. Financial institutions may require additional processing time.
10. Payment reversal
Electronic purchases may also qualify for payment reversal in circumstances recognized by Colombian law, such as fraud, an unauthorized transaction, non-delivery, delivery of a different product or a defective product.
11. Consumer rights
Nothing in this policy limits mandatory consumer rights. If any provision conflicts with a mandatory rule, the applicable legal rule prevails.
Contact
GBX ONE
Email: contacto@gbxone.com