Refund policy

Return, Exchange & Warranty Policy – Fajas Colombianas MX

At Fajas Colombianas MX, we want your purchase experience to be excellent. That is why we offer exchanges and warranty coverage under clear conditions that protect both our customers and the quality standards of our brands.

This policy applies to all purchases made through www.fajascolombianas.mx and our physical store locations.

1) Size Exchanges

We accept size exchanges within the first 7 calendar days after receiving your order.

Requirements:

  • The garment must be new, unused, unstretched, free of stains, and free of odors.
  • The item must retain all original tags and original packaging.
  • The customer is responsible for shipping costs (both ways).
  • Only one (1) size exchange per purchase is allowed.

Exchanges will not be accepted for garments showing signs of use, stretching, nail marks, strained hooks, or damaged lace.

2) Returns

Due to hygiene, safety, and regulations applicable to intimate garments, we do not offer cash refunds, except in cases of a verifiable manufacturing defect.

If you wish to return a product without a defect, you may request a store credit coupon equivalent to the amount paid, provided the garment meets the following conditions:

  • Unused.
  • Original tags attached.
  • Original packaging in perfect condition.

3) Manufacturing Defect Warranty

Our original brands (including Ann Chery, MyD, Ann Michell, etc.) provide warranty coverage only for manufacturing defects, according to each supplier’s policies.

General warranty conditions:

  • Warranty covers manufacturing defects only. It does not cover damage caused by use, misuse, or normal wear and tear.
  • Warranty requests must be submitted within the first 30 calendar days from the purchase date.
  • The garment must be clean, with its original tags, and without signs of use.
  • The garment must not have been washed.
  • The customer must provide the garment along with the order number and photos of the defect.

Important (aligned with supplier policies):

  • Warranty claims will not be accepted for lace that is stretched, damaged, or torn due to use.
  • Warranty claims will not be accepted for forced hooks, bent boning caused by use or handling, or burst seams resulting from incorrect sizing.
  • Warranty claims will not be accepted for garments with dirt, stains (makeup/creams/sweat), or body/perfume odors.
  • Warranty claims will not be accepted for garments without tags or with evidence of use.

What the warranty exchange covers:

  • If approved, the garment will be replaced with the same item, same size and color, subject to availability.
  • Only one (1) warranty exchange per invoice/order is allowed.
  • If inventory is unavailable, replacement may take up to 30 days, depending on supplier availability.

Response times: once the garment is received for inspection, the evaluation process typically takes between 10 and 15 business days, depending on the supplier.

4) Discounted or Clearance Products

Purchases made under promotions, discounts, clearance, liquidation, or “special price” conditions are considered final sale.

In these cases, only manufacturing defect warranty coverage under section 3 will apply.

5) Procedure to Request an Exchange or Warranty Claim

  1. Contact us via WhatsApp with your order number.
  2. Send clear photos of the garment and the affected area.
  3. Our team will determine whether the request qualifies for an exchange, store credit, or warranty claim.
  4. If the item must be shipped for inspection, the customer is responsible for the initial shipping cost.

6) Important

Any garment that does not meet the requirements described above will be returned to the customer without exchange.

Manufacturing defect evaluations are conducted according to the official policies of our suppliers (including Ann Chery). Therefore, certain damages (for example, lace damaged by use or garments without tags) do not qualify for warranty coverage.