Warranty and Returns Policy

In accordance with the Consumer Statute (Law 1480 of 2011 in Colombia), we will be responsible for defects in the quality, suitability, and safety of products offered through the Guiadelcafe.com online store. No exchanges or refunds will be made for products that meet all the quality, suitability, and safety conditions offered by Guia del Café S.A.S at the time of sale.

The legal warranty for non-perishable products offered in the Guia del Café S.A.S online store (brand items, accessories, coffee machines, etc.) is ninety (90) calendar days from the date of purchase by the customer. For perishable products, the warranty period will be up to the expiration date indicated on the respective packaging.

Guia del Café S.A.S. will proceed with the partial or full replacement of the item with another of the same type, similar characteristics, or technical specifications, which will not be inferior to those of the product under warranty, or will provide a partial or full refund of the price paid.

If the customer requests the replacement of the item with an identical one or one with similar characteristics, the exchange will be made within fifteen (15) business days from the date the product is received for exchange by the customer. Once the replacement product is received by the customer, the warranty period restarts.

For money refunds, Guia del Café S.A.S has up to thirty (30) business days from the acceptance of the warranty to process the refund.

Guia del Café S.A.S. will be exempt from warranty responsibility when it is shown that the defect stems from:

• Force majeure or unforeseeable circumstances;
• The actions of a third party;
• Improper use of the item by the consumer; or
• The consumer’s failure to follow the installation, usage, or maintenance instructions provided in the product manual and warranty.

The product’s legal warranty only applies within the territory of the Republic of Colombia.

Once the warranty period expires, the customer will bear the cost of any inspection, diagnosis, repair, and/or replacement parts required by the item.

Exchanges

Please carefully read the following instructions to request an exchange for purchased products.

1. The maximum period for exchanges is fifteen (15) calendar days from the purchase date indicated on the invoice.
2. No refunds are issued.
3. Food products, such as roasted coffee, confectionery, and bakery items, are non-returnable.
4. Products purchased on promotion are non-exchangeable.
5. The exchange must be for the full value of the product as recorded on the invoice; partial exchanges are not allowed.
6. For any exchange, the product must be in its original packaging, include all parts, have labels, and be in perfect condition.

For more information, please contact us at: [email protected] or by phone: +57 601 3455836 in Bogotá.