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GUARANTEE POLICY

Terms

If you have made a purchase from the Unisalle Store and you require of our guarantee, you must take into account the following conditions:

Guarantee conditions

According to Law 1480 of 2011 article 27, the presentation of the invoice will not be a condition to make the guarantee effective; However, according to Decree 735 of 2013 article 2, it will be mandatory for the consumer to report the date of purchase or the corresponding invoice number.

Our textile products have a guarantee, valid for a period of thirty (30) calendar days, from the delivery of the product, solely for manufacturing defects.

Our fountain pens, propelling pencils, rollerball pens, and the other Lamy products have a guarantee valid for a period of thirty (30) calendar days, from the delivery of the product, solely for manufacturing defects.

The rest of our products have a valid guarantee of fifteen (15) calendar days, from the delivery of the product, solely for manufacturing defects.

The guarantee, generally, is the free repair of the manufacturing defects of the product, the transport if necessary, and the timely supply of the spare parts (estimated response time 15 business days from the day after receipt of the product).

If the product cannot be repaired, it will be replaced.

In case of repetition of the failure, at the consumer’s choice, the Unisalle store will proceed to a new repair, exchange, or return of the value paid for the product will be carried out.

The availability of spare parts, parts, supplies, and labor is for the term of 90 days following the purchase of the good. After the expiration of the guarantee, the spare parts, and parts availability term is for 15 calendar days and the value of the spare parts corresponds to the consumer. For imported products, original spare parts are not supplied.

The availability of spare parts, parts, supplies, and labor is for the term of 90 days following the purchase of the good. After the expiration of the guarantee, the spare parts, and parts availability term is for 15 calendar days and the value of the spare parts must be assumed by the customer. For imported products, original spare parts will not be supplied.

The guarantee is excluded insofar as the notified defect is attributable to the following circumstances:

  • When the damage and stains are caused by misuse and/or improper maintenance of the product.
  • Due to the normal wear and tear of using the products.
  • For maintenance and/or manipulation by unauthorized personnel.
  • For damage caused by improper use of the item or normal wear and tear and other causes set out in article 16 of Law 1480 of 2011.

The conditions of the guarantee application process

  • Purchases from the Unisalle Store 

You can apply the guarantee request by visiting our physical store located at the Chapinero Campus of La Salle University, during the following schedule: Monday to Friday from 8:00 am to 7:00 pm; following the steps below:

  1. You must deliver the product subject to the guarantee and the invoice
  2. You must fill out the guarantee application form that will be provided at the time of the exchange process.
  3. Our team will review the conditions of the product and evaluate its status, to confirm whether the guarantee request is possible. This confirmation will be sent by email within a period of no more than two (2) business days where the customer will be informed of the guarantee application process:
  • Our team will confirm you if the product can be repair
  • If the repair of the product is not possible, it will be replaced, if Tienda Unisalle has the product in stock
  • If replacement is not possible, the customer may choose from the following options:
  1. Exchange for a product of equal value
  2. Money refund according to our terms and conditions

Note 1.  In case the exchange for a product of equal value option is selected, you must express it by mail within no more than (1) business day, otherwise, our team will proceed with the refund process of the money.

Note 2. Unisalle Store will carry out the refund of money through the enabled channels for this process. In no event, the cash will be refunded.

Note 3. The established deadlines will be the following:

  • The repair of the product: 30 business days after the product will be received by Unisalle Store.
  • Replacement of the product: 10 business days after the product will be received by Unisalle Store.
  • Exchange for a product of equal value: 10 business days after the product will be received by Unisalle Store.
  • Refund of money: 15 business days after the product will be received by Unisalle Store.
  1. When the application is rejected, Unisalle Store will state by email the reasons and the evidence that supports its decision. It will also inform you of the opening hours so that the customer can pick up the product.
  • Purchases from the virtual Unisalle Store

2.1 You must go to the page at the end of the website and select “Warranty Policy”, where you will find the corresponding form to request the warranty application on your products.

2.2 Remember that you must fill out the form, attached the photographic records that show the status of the products to be changed (photo of the complete product and photo (s) of the defective part).

2.3 When you start the guarantee process, a unique identification number will be assigned, with which you can verify the status of your request through our email: tiendavirtual@lasalle.edu.co.

2.4 After receiving the email, Unisalle Store will give you an answer within five (5) business days. The fact that the request is processed through email does NOT indicate that the guarantee is accepted since the approval of the guarantee will be subject to the physical verification of the product.

2.5 If your request was processed to verify the status of the physical product, you must follow one of the two options described below, as you prefer:

  • You must send the product within no more than three (3) business days through the Servientrega Offices, attaching a copy of the purchase invoice. The shipment must be made to the following address:

Unisalle Store

tiendavirtual@lasalle.edu.co

(571) 348 8000 Ext: 1357

59A – 44 5th Avenue

La Salle University (Chapinero Campus)

Bogota, Colombia

  • You can visit our physical store located at the Chapinero Campus of La Salle University, during our business hours: Monday to Friday from 8:00 am to 7:00 pm, within no more than three (3) business days
    1. Once the product is received by Unisalle Store, our team will review the conditions of the product and evaluate its status, to confirm if the guaranteed change will be made. This confirmation will be sent via email within no more than two (2) business days where the customer will be informed of the guarantee application process:
  • Our team will confirm you if the product can be repair
  • If the repair of the product is not possible, it will be replaced, if Tienda Unisalle has the product in stock
  • If replacement is not possible, the customer may choose from the following options:
  1. Exchange for a product of equal value
  2. Money refund according to our terms and conditions

Note 1.  In case the exchange for a product of equal value option is selected, you must express it by mail within no more than (1) business day, otherwise, our team will proceed with the money refund process.

Note 2. Unisalle Store will carry out the money refund through the enabled channels for this process. In no event, the cash will be refunded.

Note 3. The established deadlines will be the following:

  • The repair of the product: 30 business days after the product will be received by Unisalle Store.
  • Replacement of the product: 10 business days after the product will be received by Unisalle Store.
  • Exchange for a product of equal value: 10 business days after the product will be received by Unisalle Store.
  • Money refund: 15 business days after the product will be received by Unisalle Store.
    1. Our team will confirm the shipping time of the product via email and the shipping cost will be borne by Unisalle Store.
    1. When the application is rejected, Unisalle Store will state by email the reasons and the evidence that supports its decision. The product will be sent back to the customer and Unisalle Store will bear the shipping cost.

Warranty and returns form

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