Delivery & Returns
Shipping. Once the purchase is confirmed, Tulena S.A.S will deliver the products to the transport company with whom it has agreements for shipping in the previously stipulated times. We reserve the right to change or modify said transport company without it being necessary to give prior notice to the user. The customer will be notified via email and a unique tracking number will be sent to him so that he can follow the shipment and verify the delivery time. Tulena S.A.S is not responsible for delays in delivery times as a result of erroneous information provided or delays of the company contracted to carry out shipments.
In the case of loss of a product during its transport to the destination, the transport company hired for this purpose will initiate a process of search and investigation of what happened and will be responsible for the product, the request for a refund of money by the User must be made to the transport company, understanding that Tulena SAS is not at fault in the loss of packages in the hands of the transport company.
Deliveries. The delivery of the products purchased on the website will be made at the address provided by the user at the time of purchase, errors in the typing of this may cause delays in delivery. The product will be delivered exclusively to the client or to the person designated by him to deliver the purchase, such information will be required at the time of purchase through the page.
Once the purchase has been confirmed and the tracking number has been received, the product will be delivered by the transport company within five (5) business days if it is within Colombia and within twenty (20) thirty (30) business days for international shipments, the time will depend on the final destination of the product.
Once the package is received, the customer must verify the correct packaging and sealing of the same, any indication of attempted opening, absence of product inside or deterioration of the same due to third-party manipulation must be notified immediately to Tulena SAS via email to firstname.lastname@example.org or by phone / whatsapp +57 (1) 3162341226. If after two (2) calendar days after receiving the product and there is no information on damage or customer disagreements about it, it will be understood as received to satisfaction and there will be no room for returns except for manufacturing defects.
Cancellations and returns. Only cancellations of orders that are not in transit to their final destination will be accepted. After receipt of the product by the user, returns will be accepted only in two circumstances: a) Manufacturing defects and b) Conditions specific to the product or the user that does not allow the proper use of the product, for this purpose the user will have twenty-four (24 ) hours to notify the desire to return via email to email@example.com indicating full name, product to be returned and the reason for the return, the request will be studied and a response will be given to the user within forty-eight (48) hours after the request is received, this request does not guarantee the return of the product. When the return is due to manufacturing defects of a product, Tulena S.A.S will be the one who assumes the shipping costs derived from the return and the shipment of the product again.
We recommend contacting before making any product returns, only previously accepted returns will be received and processed, otherwise they will be returned, the shipping costs that this situation generates must be borne by the user.