Refund policy

 

This document describes the general terms and conditions applicable to the access to and use of the services offered by FVN GROUP SAS. (hereinafter “FVN GROUP SAS”) on the Website WWW.FVN.COM (hereinafter “The Website” or “the platform”). Any person who accesses, uses and/or registers on the Website (hereinafter “The User”) is deemed to have read and accepted these Terms and Conditions. Consequently, all visits, contracts and transactions carried out on the Website, as well as their legal effects, shall be governed by the following guidelines and subject to the applicable legislation in force in Colombia.

The User is required to be aware of and comply with the terms and conditions set forth herein. If The User does not agree, in whole or in part, with any of the conditions or terms detailed herein, The User must refrain from using the Website.

If The User makes use of the Website, this shall imply full acceptance of the provisions of the general terms and conditions. Accordingly, the user shall be expressly bound to comply with them and may not claim to be unaware of them. Please read this Policy carefully, since by using the Website you are accepting it.

 

CHANGES TO OUR TERMS AND CONDITIONS 

FVN GROUP SAS reserves the right to modify these terms and conditions at any time and without prior notice.

 

DESCRIPTION OF THE SERVICE

FVN GROUP SAS offers a variety of products such as: Footwear and accessories, among other clothing items, for children from 6 months to 10 years old, as well as for women and men. FVN GROUP SAS, being a manufacturer and multi-brand store, is an authorized distributor of various domestic and foreign brands, and acts as a purchase facilitator through its FEELS VERY NICE stores and the Website. FVN GROUP SAS distributes its products within the Colombian territory.

 

REGISTRATION

To register on The Website, The User must be of legal age, have the legal capacity to enter into contracts, and must provide the following information: i) first name; ii) last name; iii) identity document; iv) contact telephone number; v) address; and vi) email address. Along with this information, The User will be asked to create a password for subsequent logins.

Any acts performed by minors on the Website shall be the responsibility of their parents, guardians, custodians or curators, and shall therefore be deemed to have been performed by them in the exercise of the legal representation they hold. Anyone who registers a User as a company must have the capacity to enter into contracts on behalf of such entity and to bind it.

Acceptance of these Terms and Conditions and of the Privacy Policy, as well as registration by the user, shall be a necessary requirement for the purchase of the products and services offered by FVN GROUP SAS. To complete the registration process, the user must express their willingness to accept these Terms and Conditions by clicking on the respective box.

The User must provide truthful, accurate, current and complete information in all respects. If any of this information changes, The User must notify FVN GROUP SAS at the email address comercial@fvn.com.co

 

SHIPPING CHARGES

The User shall bear the transportation costs of the purchased products that may arise by reason of their purchase; in any case, the transportation cost will be disclosed at the time the purchase order is generated, it being understood that such charge may vary depending on the city to which the shipment must be made

FVN GROUP SAS, on certain events and special occasions, will bear the shipping costs of the products, which will be communicated to The User on the Website or in the purchase order placed by The User.

 

DELIVERY OF PRODUCTS

FVN GROUP SAS will deliver the products purchased through the Website to the delivery address provided by The User:

 

Standard shipping

Bogotá, Cali, , Medellín, and Manizales: If you choose this option, your order will be delivered within 1 to 2 business days, counted from the business day following the purchase.

For other cities in the country, delivery will be made within 3-5 business days counted from the business day following the day on which the purchase was made.

For cities such as San Andrés, Inírida, Mitú, Riohacha, Yopal, Puerto Carreño and remote municipalities, shipping may take 5 to 7 business days.

During quarantine periods and high season, these time frames may be extended slightly.

 

Express shipping

Pereira: if you choose this shipping option, our promise is to deliver your order on the same day you make your purchase. You must select it at checkout. If the customer chooses this shipping method before 2 pm, the order will be shipped the same day. If it is after this time, it will be shipped on the following business day in the morning (before 12pm). Applies to business days only

 

In-store pickup

 If The User chose the «in-store pickup» option, we will have the order ready on the business day following the purchase after 3pm. Please contact us at +573117192436 via WhatsApp before picking up the order

 

Notwithstanding the foregoing, in the event of force majeure, FVN GROUP SAS shall not be liable for delays or other unforeseen events in deliveries. Such circumstances will be communicated to the User by telephone or electronically. Please bear in mind that during quarantine periods delivery times may be longer than those indicated above.

During holidays or special occasions that generate high demand for our products, the delivery time for such products will be five (5) business days, counted from the business day following the effective date of payment. In such cases, The User will be notified of this situation.

The sale of products on the Website shall be subject to inventory availability. If, at the time the product is being prepared for shipment, it is not available, FVN GROUP SAS will contact The User to resolve the situation, which may consist of setting a new delivery date for the product, exchanging the order for a similar product or one of equal value, a voucher, or a refund of the money .

The User should bear in mind that items added to and kept in their shopping cart without actual payment being made are not reserved and may be purchased by other users.

 

PAYMENT METHODS

Prior to accepting the purchase order, FVN GROUP SAS will verify through PAYU LATAM that payment for the order has been made, through any of the following payment methods authorized on the Website:

If The User decides to make the payment through any of these methods, the products they wish to purchase will be held in our inventory for a limited time, depending on the payment method chosen. If The User has not made the payment, or it is confirmed that the payment has not been successful, by the time this period expires, the held products will be returned to the Website's inventory and will be available for purchase by third parties.

The User accepts that the credit/debit card used on the Website is their own or that they have been specifically authorized by the cardholder to use it. All cardholders are subject to validation checks and authorization by the card issuer.

All credit transactions on the Website are processed using the PAYU LATAM platform, which holds PCI DSS certification for the secure handling of credit card information.

 

 

OUT OF STOCK

High demand and the exclusivity of certain products cause the stock of some products to sell out within hours. In cases where two (2) or more people purchase the same product at the same time with only one (1) unit available, we will process the order that first appears in our system. If it is not possible to make an exchange due to lack of stock, The User may choose another product of the same value, pay the difference for the product they wish to purchase, or choose a refund of the amount paid, within fifteen (15) business days following the date of payment.

 

PRODUCT DESCRIPTIONS

FVN GROUP SAS makes every effort to ensure that the descriptions, photos, colors, sizing, etc. of the products match the actual products. However, it does not guarantee that the product descriptions or other content on the Website are completely accurate, complete, or error-free.

If FVN GROUP SAS makes a human error in the price (for example: the actual price of the product is $69.900 and due to human error it was published at $19.900), FVN GROUP SAS has the authority to cancel the purchase made by the User and proceed to refund the money. This applies provided that there is a clear difference from the actual price and that it is equally evident to the User.

 

GENERAL EXCHANGES

We always want our customers to be satisfied. That is why we offer the possibility of making exchanges within a period of ten (10) calendar days counted from the date on which The User receives the product. If the exchange is under WARRANTY, please refer to the section with that name.

To exchange any products purchased on our Website, the following procedure will be carried out:

1. The User must submit the exchange/return request through our email comercial@fvn.com.co Please attach to the email a photograph showing the current condition of the purchased items and the buyer's details, in order to expedite the return process.
2. FVN GROUP SAS will verify whether the products The User wishes to exchange are available in the desired size or color. Exchanges may only be made for products of equal value.
3. The User must send the products to the address in Pereira-Risaralda, Calle 10 no 15-94 Barrio Los Alpes , addressed to “FVN GROUP SAS SAS servicio al cliente tienda online” (online store customer service), where their condition will be verified; the products must arrive with tags and labels attached, clean, unused and in perfect condition (original packaging). In addition, the products must be properly packed for transport; we recommend using the same packaging in which the order was received or a different one that protects the products during transport.
4. If the products do not meet the conditions to be exchanged, The User will be informed by email of the reason why we did not make the exchange, and the products will be sent back to the original delivery address.
5. In this case, the shipping cost from the delivery address to the address of FVN GROUP SAS and the subsequent shipment to The User's address shall be borne by The User.
   If you have any questions, please contact our Website's Customer Service department at comercial@fvn.com.co

 

If The User requests a second exchange for the same order, FVN GROUP SAS reserves the right to accept or reject the second request.

Exchanges and returns of products that have been used are not accepted; exchanges apply only under warranty.

 

EXCHANGES WHEN THE PRODUCT IS NOT THE ONE PURCHASED

If the User is delivered products different from those purchased, they may request an exchange within a period of fifteen (15) calendar days counted from the date on which The User receives the product. If the exchange is for WARRANTY reasons, please refer to the section with that name.

To exchange products purchased on our Website, the following procedure will be carried out:

1. The User must submit the exchange/return request through our email comercial@fvn.com.co. Please attach to the email a photograph showing the current condition of the purchased products and a copy of the invoice (if you do not have the invoice, please confirm your full name and identification number), in order to expedite the return process.
2. FVN GROUP SAS will verify whether the products The User wishes to exchange are available in the desired size or color. Exchanges may only be made for products of equal value.
3. FVN GROUP SAS will pick up the products at the indicated address, addressed to “FVN GROUP SAS servicio al cliente tienda online” (online store customer service), where their condition will be verified; the products must arrive with tags and labels attached, clean, unused and in perfect condition (original packaging). In addition, the products must be properly packed for transport; we recommend using the same packaging in which the order was received or a different one that protects the products during transport.
4. If the products do not meet the conditions to be exchanged, The User will be informed by email of the reason why we did not make the exchange, and the products will be sent back to the original delivery address.
5. Once picked up, if the products meet the aforementioned conditions, The User will receive the correct products within fifteen (15) business days counted from the pickup date.
6. If the products are not available, FVN GROUP SAS will contact The User to refund the money equivalent to the products purchased.
7. In this case, all shipping costs shall be borne by FVN GROUP SAS. If you have any questions, please contact our Website's Customer Service department at the email comercial@fvn.com.co

 

RIGHT OF WITHDRAWAL

In accordance with the right of withdrawal established in article 47 of Law 1480 of 2011, the maximum period to exercise this right is five (5) business days counted from the purchase transaction. The product must be returned in the same condition in which it was received and must be in perfect condition, that is, unused, clean, with the labels and tags attached to the item. Transportation and other costs incurred in returning the product to the premises of FVN GROUP SAS shall be borne by the user.

If all the aforementioned conditions are met, FVN GROUP SAS will refund the total amount paid, without deductions or withholdings, within a maximum period of thirty (30) calendar days counted from the date of the return request.

In accordance with numeral 7 of article 47 of Law 1480, goods for personal use (underwear, swimwear, socks, jewelry, costume jewelry, personal care products and cosmetics) are excluded from the right of withdrawal.

To process the refund under the right of withdrawal :

1. The User must submit the withdrawal request through our email comercial@fvn.com.co. Please attach to the email a photograph showing the current condition of the purchased products (if they were delivered before the user's withdrawal) and a copy of the invoice (if you do not have the invoice, please confirm your full name, purchase order number and identification number), in order to expedite the return process.
2. If the products had already been delivered at the time the right of withdrawal is exercised, The User must send them to Calle 10 no 15-94 Barrio Los Alpes in the city of Pereira-Risaralda, addressed to “FVN GROUP SAS”, by the same means through which they were sent, bearing all transportation costs.
3. The User must return the products in the same condition in which they were received, that is, they must have their tags and labels, must not be used, and must be clean and in perfect condition (original packaging). If the products do not meet the return conditions, FVN GROUP SAS will inform the user by email of the reason why the refund will not be made, and the products will be sent back to the original delivery address.
4. FVN GROUP SAS will respond to this request by email once the condition of the items has been confirmed. This email will confirm the approval of the withdrawal request. Otherwise, the User will be informed of the reasons why it is not approved.
5. If the request is approved, the refund will be made within a period not exceeding thirty (30) calendar days counted from the date of the user's request.

 

PRODUCTS IN THE «OUTLET» SECTION

All products in «OUTLET», markdowns, discounts, offers, promotions and/or clearance sales are final sales with no right of return. Likewise, it is important to review all the conditions, since in some exceptional cases the product listing may mention the presence of minor manufacturing defects.

 

WARRANTY

To return a product under warranty, the items may be used, without labels and without tags. Products will have a warranty of two (2) calendar months from the date of purchase. The products must not have been modified by the buyer or altered from their original condition: they must be in good condition and clean.

For warranty purposes, The User must present the payment receipt (invoice). If they do not have it, they may request the proof and/or certificate of purchase, together with an identification document.

The warranty of any product shall be subject to a detailed inspection of the product. Therefore, The User should bear in mind that the products will be sent to the respective supplier. The requirements to make the warranty effective shall be those established by the manufacturer or importer on the body of the item, attached sticker, instruction manual, packaging or similar. In any case, products shall be understood to have a warranty of two (2) calendar months from the date of purchase.

If The User has followed all the care instructions detailed on the item's labels, and the two (2) calendar months of the warranty have not yet elapsed, please follow these instructions to proceed with the exchange:

1. Submit the exchange request and send it to our email comercial@fvn.com.co (the information must include the order number and the number of the invoice issued, the purchase date, details of the products to be exchanged under warranty and the user's personal details).
2. Coordinate with the customer service department of FVN GROUP SAS to pick up the products. They must be properly packed. The same packaging in which the order was received, or a different one that protects it during transport, must be used.
3. If the defect does not meet the conditions for warranty returns, the User will be informed by email of the reason why the return will not be made. In this case, the products will be sent back to the original delivery address.
4. In the event of a refund, the value of the respective products at the time of purchase will be refunded within fifteen (15) business days following the respective assessment or report by the supplier or manufacturer.
5. In this case, the shipping cost shall be borne by FVN GROUP SAS. If you have any questions, The User may contact the Website's Customer Service department at the email comercial@fvn.com.co

 

In the first instance, only an exchange of the products will be made. Provided that, while the warranty is in force, the goods once again present defects (seams, coloring, etc.) and all the product care guidelines have been followed, the products will be exchanged or the amount paid for them will be refunded, at the user's choice.

 

 

THE PRODUCT RECEIVED DOES NOT MATCH THE PUBLISHED PHOTOGRAPH OR DESCRIPTION

Products may show variations due to the characteristics, image quality and calibration of screens. FVN GROUP SAS makes returns or exchanges only in the cases and under the procedures specified in these Terms and Conditions.

FVN GROUP SAS makes an effort to describe and display its products and services accurately on the Website. Despite these efforts, some products may have an incorrect price or description, may not be available, and there may be delays in updating the information and the listings on other Websites. Therefore, the accuracy or completeness of the information regarding prices, product images, specifications and availability cannot be guaranteed. FVN GROUP SAS reserves the right to change or update the information and to correct errors, inaccuracies or omissions at any time without prior notice. If FVN GROUP SAS determines that there were errors in the product information, the order may be canceled before it is delivered and The User will be notified of this cancellation by email.

 

POWERS OF FVN GROUP SAS

FVN GROUP SAS reserves the right, with or without prior notice, to do one or more of the following:

1. Discontinue or limit at any time the available quantity of any product;
2. Impose conditions on the redemption of any coupon, code, promotional code, or other similar promotion;
3. Prevent any User from making or completing any or all transactions.
4. Cancel orders in which the User has not paid the actual price for the items offered and the difference in values is evident to both parties.

 

INTELLECTUAL AND INDUSTRIAL PROPERTY

All content included in or made available on the Website, including text, graphics, logos, icons, images, audio files, digital downloads and any other information, is the exclusive property of FVN GROUP SAS and, accordingly, Users must refrain from extracting and/or reusing parts of the content of our Website without the prior and express consent of FVN GROUP SAS.

 

LIABILITY OF FVN GROUP SAS

FVN GROUP SAS will do everything within its capabilities to ensure that the transmission of the Website is uninterrupted and error-free. However, given the nature of the Internet, such conditions cannot be guaranteed. Likewise, users' access may occasionally be restricted or suspended in order to carry out repairs or maintenance or to introduce new products or services. FVN GROUP SAS shall not be liable for losses (i) that have not been caused by the breach of its obligations; (ii) loss of profits or loss of business opportunities; (iii) any indirect damage; iv) Fortuitous event or force majeure.