Delivery times for purchased products are distributed as follows:

• Bogotá and Cundinamarca: 1 to 3 business days.
• Rest of the Country (Colombia): 3 to 5 business days.

When you make your purchase, we will automatically provide you with a tracking number. You can use this code to check the status of your order and the location of your product in real time until it arrives by clicking on the following link:

👉 Shipment Tracking Platform

By law, purchases made through non-face-to-face means such as our website www.valiacoffe.com They are subject to the Right of Withdrawal. Requirements to exercise it:

• The claim must be made within the 5 business days following receipt of the product.
• The product must be brand new, unopened, unused, and with all original packaging, parts, accessories, complete manuals, and labels attached.
• In the case of products that require assembly (by the customer or a brand technician), the warranty will only be valid if the product has not been unpacked and remains in its original packaging.
• The user must use the same means of transport. The costs incurred with transport and any other costs related to the return will be at the User's expense.
• You have three (3) business days to physically return the product to Valía Coffee.
• The money will be refunded to the User within 30 days of the date the right was exercised.

For more legal information, please see: Superintendency of Industry and Commerce.

To request a reversal of payments made with Credit, Debit or PSE cards in our online store, you can appeal to the following grounds:

• When you have been the victim of fraud.
• When it corresponds to a transaction that you did not request.
• When you have not received the purchased product within the indicated time.
• When the product received is not the one purchased, or does not meet the conditions reported about it.
• When the product received is found to be defective.

Steps for the application:

1. You must file a complaint with Valía Coffee within the 5 business days following the date you became aware of the event. It is your responsibility to keep the goods in the same condition and location as when you received them so that the supplier can collect them.

2. Within the same 5 business days period, you must submit the reversal request containing the express statement of the reasons that support your request and indication of the cause that supports it.

If the product has faults or defects within the warranty period, calculated from the date of the invoice or receipt, you can choose between free repair or replacement, provided the damage is not due to consumer negligence. If the product has a manufacturer's warranty that is longer than ours, that warranty period will apply.

Perishables: If the item is intended to be consumed within a short period, the return period will be that printed on its packaging or, failing that, it will be 7 business days (deadlines suspended during the technical repair time).

A fault or defect is considered to be:

• If products subject to mandatory safety or quality standards do not meet specifications.
• If the materials, elements or ingredients do not correspond to the labeling.
• If, due to manufacturing defects, structural flaws, or sanitary conditions, the item is not suitable for its intended personal or advertised use.
• If, after the warranty has been applied for the first time, the technical deficiencies persist.
• If the product has hidden defects that prevent its normal use.

To request a regular product exchange, please consider the following parameters:

• Validity: This procedure can only be carried out during the first (1) business day following receipt of the package.
• Condition: The product must be new, unopened, unused, in an impeccably clean condition, with original boxes, accessories, labels and packaging in perfect condition.
• It is mandatory to present the purchase invoice and the item must retain the warranty seal without any trace of having been tampered with.

For returns of certain products, you will need to ship them via courier using our customer service channels (WhatsApp or email). Once received, it will take us a while to process your return. 5 business days in reviewing the overall condition of the product before starting the application process.

Refund times vary depending on the original payment method:

• Credit card: You will receive an email when the refund has been processed by the bank. The final time it takes for the refund to appear in your account will depend on your bank (it may appear on your statement with the original purchase date).
• PSE Button: We will request confirmation of a savings or checking account held by the customer in order to make the refund via deposit or money order.
• Freight: Shipping and insurance costs are the responsibility of the customer. It is mandatory to protect the item with original packaging, bubble wrap, or stretch wrap to ensure it arrives in perfect condition.