EXCHANGES, RETURNS, WITHDRAWAL, WARRANTIES, AND REFUNDS POLICY - SEDANKI

1. PURPOSE

This Policy establishes the conditions and procedures applicable to exchanges, returns, the exercise of the right of withdrawal, warranty claims, payment reversals, and refunds resulting from purchases made in the SEDANKI online store.

This Policy shall be interpreted in accordance with Law 1480 of 2011, Law 2439 of 2024, and other applicable regulations.

2. CHANNELS FOR REQUESTS

Consumers may submit requests through:
Email: servicioalcliente@sedanki.com
WhatsApp: 3144528525
Physical address: Cra 3a 4-40 sopó

SEDANKI will ensure that the mechanisms used to submit requests are accessible and allow for the preservation of communication evidence.

3. RIGHT OF WITHDRAWAL

Consumers may exercise the right of withdrawal in legally established cases.

For distance and electronic sales, the maximum period to exercise withdrawal shall be five (5) business days, counted from the delivery of the good.

The consumer must communicate their decision to SEDANKI within the legal term and return the product under the terms established by law.

4. CONDITIONS FOR RETURN DUE TO WITHDRAWAL

The consumer must return the product through the same means and in conditions consistent with those in which it was received, considering the nature of the good.

Transportation costs and other costs associated with the return due to withdrawal shall be borne by the consumer, in accordance with Law 1480 of 2011.

The above shall not apply when the return corresponds to a warranty situation, defective product, product different from the one purchased, failure to deliver, or other circumstances attributable to SEDANKI.

5. EXCEPTIONS TO WITHDRAWAL

The right of withdrawal shall not apply in cases expressly excepted by Colombian legislation. Among others, the law contemplates exceptions for:

  • Goods made to the consumer's specifications or clearly personalized.
  • Goods which by their nature cannot be returned or are liable to deteriorate or expire rapidly.
  • Perishable goods.
  • Personal use goods.
  • Other legally provided cases.

The application of an exception will depend on the specific nature of the product.

6. REFUND FOR WITHDRAWAL

When withdrawal is appropriate and the consumer has met the legally required conditions, SEDANKI shall refund the money within the maximum period established by current legislation.

In e-commerce operations, the refund cannot exceed fifteen (15) calendar days from the exercise of the withdrawal and the fulfillment of the corresponding obligations by the consumer.

The money will be returned to the payment instrument used or through the legally permitted mechanism agreed upon with the consumer.

The Constitutional Court, through Ruling C-192 of 2026, determined that the maximum term of fifteen (15) calendar days for refunds arising from withdrawal applies uniformly to the modalities covered by Article 47 of Law 1480 of 2011.

7. LEGAL WARRANTY

Products sold by SEDANKI shall be subject to the legal warranty regime provided for in Colombian legislation, where applicable.

The warranty covers the conditions of quality, suitability, safety, and functionality required according to the nature of the product.

SEDANKI may not establish conditions that disregard or reduce the minimum rights recognized to the consumer by law.

8. DEFECTIVE PRODUCT

When the consumer considers that the product has a defect or fault, they must contact SEDANKI through the enabled channels. The following may be requested:

  • Order number
  • Buyer's name
  • Description of the defect
  • Photographs
  • Videos
  • Evidence of the product
  • Additional information reasonably necessary to evaluate the claim.

The requested documentation will aim to facilitate the evaluation of the case and will not imply a waiver of the consumer's legal rights.

9. PRODUCT DIFFERENT FROM THE ONE PURCHASED

If the consumer receives a product different from the one purchased, they must contact SEDANKI.

Once the situation has been verified, SEDANKI will manage the corresponding solution in accordance with applicable legislation.

When the error is attributable to SEDANKI, the supplier, or the logistics operator contracted by SEDANKI, the costs arising from the error will not be unfairly passed on to the consumer.

10. INCOMPLETE PRODUCT

If the received order is incomplete, the consumer may report the issue through the established channels.

SEDANKI may request evidence of the received content to verify the situation and manage the corresponding solution.

11. PRODUCT NOT RECEIVED

When the consumer has not received the purchased product, they must notify SEDANKI.

SEDANKI will verify the status of the order with the logistics operator, supplier, or corresponding third party.

The use of the dropshipping model does not eliminate SEDANKI's obligations to the consumer.

12. DELAY IN DELIVERY

SEDANKI will inform the consumer of the estimated delivery time before finalizing the purchase.

When delivery exceeds the agreed term or, where applicable, the maximum legal term, the consumer may exercise the rights recognized by Colombian legislation.

When termination of the operation due to lack of delivery is appropriate, SEDANKI will refund the amounts paid within the legal term.

Law 2439 of 2024 establishes that when delivery exceeds the agreed term or thirty (30) calendar days, or if the product is not available, the consumer may unilaterally resolve or terminate the contract and obtain a refund, under the terms provided therein.

13. PAYMENT REVERSAL

Payment reversal is different from the right of withdrawal.

When the purchase has been made through e-commerce and an electronic payment instrument has been used, the consumer may request a reversal in legally established cases, including:

  • Fraud.
  • Unauthorized transaction.
  • Product not received.
  • Product different from the one requested.
  • Defective product.

To exercise the reversal, the requirements and terms established by Law 1480 of 2011 and its regulations must be met.

In applicable cases, the consumer must inform SEDANKI and the issuing entity of the payment instrument within the legal term.

Colombian regulations provide a term of five (5) business days for the consumer to request a reversal in the corresponding events.

14. EXCHANGES DUE TO PREFERENCE

Exchanges requested exclusively for reasons of:

  • Color
  • Preference
  • Design
  • Size
  • Personal taste

shall be subject to the commercial conditions that SEDANKI informs for each product, provided that these conditions do not disregard the consumer's legal rights.

The existence of a commercial exchange policy does not limit the right of withdrawal when applicable.

15. RETURN COSTS

Responsibility for transportation costs will depend on the cause of the return.

Withdrawal

Return costs shall be borne by the consumer in accordance with the law.

Warranty or defective product

Where legally applicable, SEDANKI shall bear the costs for which it is responsible.

Shipping error

When the product shipped is different from the one purchased due to an error attributable to SEDANKI or a third party contracted to fulfill the operation, SEDANKI will manage the solution without unfairly passing the cost on to the consumer.

16. PROCEDURE

To request an exchange, return, warranty, withdrawal, or refund, the consumer must send:

  1. Full name
  2. Order number
  3. Product
  4. Reason for the request
  5. Description of the facts
  6. Available evidence
  7. Contact information

SEDANKI may request additional information reasonably necessary to manage the request.

17. REFUNDS

When a refund is due, it will be made through the corresponding instrument or payment method or through the legally permitted mechanism agreed upon with the consumer.

SEDANKI may not make deductions or retentions not legally authorized.

Banking or financial institution processing times will be informed when relevant, without prejudice to the legal terms applicable to SEDANKI.

18. DROPSHIPPING

The consumer acknowledges that some products may be shipped directly by a supplier or logistics operator contracted by SEDANKI.

However, this circumstance does not limit or eliminate the consumer's rights against SEDANKI.

SEDANKI shall be responsible to the consumer for its legally mandated obligations, without prejudice to any actions it may subsequently take against the supplier, logistics operator, or responsible third party.

19. EFFECTIVE DATE

This Policy is effective from September 1, 2026.

SEDANKI may modify it to adapt it to legal, regulatory, technological, or operational changes.