Warranty Policy
To submit your warranty request, it is necessary to contact us through:
- WhatsApp line: +573138706811 (Monday to Friday, 10:00 am to 5:30 pm).
- Email: comercial@tutantu.com
- Website: Use the customer service chat on our website.
To claim the warranty, you must present the product along with the invoice. In case you don't have the invoice, you can provide the buyer's ID number.
In the case of a warranty claim, the product will be evaluated by our expert staff, and the review period is 10 business days after the product is received at our facilities in Manizales, Colombia.
The shipping cost to our warranty headquarters will be entirely covered by the customer, while the return shipment of the warranty product will be handled by TUTANTU S.A.S. to the customer's location within Colombian territory.
Money Refund
If the buyer chooses a money refund, it will be processed based on the selling price, upon the buyer's delivery of the product to Tutantu S.A.S. The money refund will be made within fifteen (15) business days after the consumer makes the product available to Tutantu. The refund will be issued through a bank deposit.
The terms and conditions for money refund policies at Tutantu are as follows:
- The buyer must make the request through the WhatsApp line +573138706811, as indicated on the website.
- The buyer has up to 15 calendar days from the date of purchase to request a money refund.
- To qualify for a money refund, the product must be in the same condition as delivered, including packaging and labels.
- Any costs incurred for the money refund and product return will be borne by the customer.
- Money refund requests are applicable in the following cases:
- Exercising the right of withdrawal.
- Unable to deliver the product to the customer, leading to a money refund.
- Cases where a payment reversal is requested.
- Customer dissatisfaction with the product, subject to product conditions.
If the money refund request is made in the context of exercising the right of withdrawal, the company will process the refund within a maximum period of 30 days after the request. If the money refund is made in the context of a payment reversal request, it will be processed within a maximum of 15 business days.
Right of Withdrawal
When products are purchased through non-traditional or remote means (i.e., through the website), in accordance with Article 47 of Law 1480 of 2011 (Consumer Statute), the buyer has a maximum of five (5) business days from the product's delivery to exercise the right of withdrawal. In this case, the buyer must return the product to the producer or supplier using the same means and conditions in which it was received. The transportation costs incurred in returning the item will be borne by the customer, while other costs associated with the return, such as financial costs, will be covered by Tutantu. The money will be refunded through the same payment method within a maximum