Refund policy

Exchange Policy

1. Delivery Time

Shipments will be made through the carrier Inter Rapidísimo or the carrier Envía, depending on the destination. Dispatch will take place within 2 to 8 business days after the purchase is confirmed.

Once the order has been dispatched, confirmed, and handed over to the carrier, the customer will receive an email notification of dispatch with the information and tracking number, which they can use to track their shipment on the carrier's website.

VIVIANA RAMÍREZ.COM is not responsible for delays in the delivery of your order due to events of force majeure or fortuitous events.

VIVIANA RAMÍREZ.COM will also not be responsible when delivery to the address indicated has not been possible due to causes directly attributable to the customer. In this case, the customer must contact the carrier's customer service directly, providing the corresponding tracking number.

For security reasons, no order will be accepted when it is not possible to identify the recipient of the order or their address.

2. Exchange and/or Return Periods

Through any of our communication channels (website, Instagram, Casa VR, or WhatsApp):

• The customer must send an email notifying the return to rhvivianaramirez@gmail.com, including the sales invoice and the reason for the return, in order to proceed with the exchange.
• The customer will have a period of 10 business days to send the product to the address that will be provided in the reply email.
• If in person, the customer must present the purchase invoice within ten (10) calendar days after the date the purchase was made.

Please note that:

• Items on promotion or with a discount cannot be exchanged.
• Number of garments: this quantity may not exceed three.

Important: The shipping cost must be assumed by the customer.

Note 1: Products purchased on our website may be exchanged at our physical store, Estribos. For these exchanges, it is necessary to provide the ID number of the person who made the purchase and all the details corresponding to the original order.

Note 2: The customer is responsible for covering the cost of return shipping for the garment.

Item exchanges will always be made for the value at which they were purchased. If the customer wishes to exchange the item for one of higher value, they must pay the difference; and if it is of lower value, no refund of the difference will be made.

The item must not have been used and must be in the same condition in which it was delivered.

The shipment must be made using the same box and/or bag in which it was received in order to protect the product, and keeping the tags. In the event that this cannot be done with the box and/or bag it was delivered in, the customer must return it in a protective box so that the product arrives at the VIVIANA RAMÍREZ.COM offices with the greatest possible safeguards.

Garments that have been modified or had measurements adjusted cannot be exchanged.

No cash refunds are given under any circumstances.

The company may refuse to make garment exchanges when the customer has exceeded the exchange deadline.

3. Warranty

Our garments have a warranty period of three (3) months from the moment our customers receive the product. After this time, merchandise claims will not be accepted under any circumstances. In the event of a warranty claim, our quality department will review it and we will provide a response within eight (8) business days.

If the garment can be repaired, we will proceed with the necessary repairs. Otherwise, we will exchange it for a new one with the same characteristics in perfect condition.

Note: The garment sent under warranty must be washed before submitting the claim. To initiate a warranty claim, send a request to our email address rhvivianaramirez@gmail.com or through our WhatsApp at +57 3012009024. Our customer service hours are Monday to Friday, from 7:00 a.m. to 5:00 p.m.

3.1 General Warranty and/or Return Requirements

• The product may not be altered from its original condition.
• The product must be in perfect condition: clean and in its original packaging with original tags. (This requirement does not apply when seeking a warranty for the garment.)
• The garment must have been purchased through our website, www.vivianaramirez.com, through our direct communication channels (Instagram and WhatsApp), or at our physical store.

4. Incorrect Products

If the customer receives a product with characteristics different from those described on the website at the time of purchase, the procedure to request a product exchange is as follows:

Within two (2) business days after receiving the product, the customer must take photos showing the incorrect product and send them along with proof of purchase to the email address rhvivianaramirez@gmail.com or through our WhatsApp at +57 3012009024. Our customer service hours are Monday to Friday, from 7:00 a.m. to 5:00 p.m.

Once it has been verified that the product was received incorrectly, a pickup guide will be sent to the customer, and VIVIANA RAMÍREZ will arrange its pickup at the same place where it was originally delivered. After this, the correct product will be sent; shipping costs are covered by the brand.

5. Purchase Cancellation

In the event of a purchase cancellation, the brand has up to fifteen (15) business days to process the refund for the value of the purchase. The customer must notify us by email at rhvivianaramirez@gmail.com of the reason for the cancellation, and will receive a response within the next 2 business days after it is sent.

A full refund of the amount paid will be provided, provided the order has NOT been shipped. If the order has already been shipped, it will be treated as a product return, and the amount charged for shipping or taxes will be deducted, if applicable (for international shipments).