Return Policy

RETURNS AND EXCHANGES POLICY

This policy will apply to those who have purchased products from Hola Monday through www.holamonday.com. This document contains the conditions under which returns will be recognized and the terms and conditions for activating the warranty on items exclusively acquired through the website.

It is the duty of every consumer who purchases products through Monday (www.holamonday.com) to read these terms and conditions.

PRODUCT RETURNS AND RIGHT OF WITHDRAWAL

1: Definition

The return of products is the right of the consumer to return the product(s) they have purchased through the digital platform. The return process can be initiated once the customer has completed a successful purchase and no more than 5 business days have passed since the product was delivered. The right of withdrawal follows the same process as returns.

If the consumer receives an item they did not order, they may return it at no cost.

2: Conditions for Product Returns

Niños Pixies S.A.S will follow these rules for accepting the return of a product:

  • The return request can be processed from the moment of a successful purchase until 5 business days have passed since the product was delivered to the customer.
  • Returns apply to one or all products purchased through direct sales channels (website, WhatsApp, Instagram, Facebook).
  • The product must be in the same condition it was delivered, meaning it must be new, unused, and in its original packaging with original labels.
  • Products acquired through special promotions are not eligible for returns.

3: Return Channels

The consumer can return the product at no cost through the transport company designated by Niños Pixies S.A.S to ensure post-sale service.

  • Receipt of the product does not mean that the return has been accepted. Niños Pixies S.A.S will review whether the product meets the conditions defined in Article 2 of this policy before processing the refund. If the return request does not meet any of Niños Pixies S.A.S's requirements, the item will be resent, and the customer must bear the cost of shipping.
  • The consumer may return the product at their own expense to the facilities of Niños Pixies S.A.S.
  • Return requests can be made through the customer service hotline (+57) 3203577373 established by Niños Pixies S.A.S. The request will be answered within 3 business days.

4: Refund Period

Once the return request is approved, Niños Pixies S.A.S will have a period of 10 calendar days to refund the amount paid for the item. The customer must bear the cost of returning the item to Niños Pixies S.A.S, and this cost will be deducted from the refund after the item(s) is received.

The end customer may access their refund through the methods provided by Niños Pixies S.A.S: store credit or bank transfer (subject to the customer's authorization to provide bank details for the money transfer).

PRODUCT EXCHANGES

1: Definition

To ensure customer satisfaction with their purchase from Niños Pixies SAS, one free exchange is offered for the first request made by the customer after receiving their order. For a second exchange and subsequent exchanges, the customer must bear the cost of shipping for those exchanges.

2: Conditions for Product Exchanges

Niños Pixies S.A.S will follow these rules for accepting the exchange of a product:

  • The exchange request can be processed from the moment of a successful purchase until 5 business days have passed since the product was delivered to the customer.
  • Exchanges apply to one or all products purchased through direct sales channels (website, WhatsApp, Instagram, Facebook).
  • The product must be in the same condition it was delivered, meaning it must be new, unused, and in its original packaging with original labels.
  • Products acquired through special promotions are not eligible for exchanges.
  • Exchanges are subject to inventory availability.

3: Exchange Channels

The consumer can make exchanges at no cost through the transport company designated by Niños Pixies S.A.S to ensure post-sale service.

  • Receipt of the product does not mean that the exchange has been accepted. Niños Pixies S.A.S will review whether the product meets the conditions defined in Article 2 of this policy before processing the shipment of the requested new item. If the return request does not meet any of Niños Pixies S.A.S's requirements, the item will be resent, and the customer must bear the cost of shipping.
  • The consumer may exchange the product at their own expense at the facilities of Niños Pixies S.A.S.
  • Exchange requests can be made through the customer service hotline (+57) 3203577373 established by Niños Pixies S.A.S. The request will be answered within 3 business days.

DELIVERY AND RETURN COSTS

5: General Rule

ALL products offered on the web platform do not include delivery costs. Delivery costs will be assumed by the consumer and charged with the order.

Niños Pixies S.A.S will refund transportation costs when the consumer cancels the purchase or withdraws from the sale before it is dispatched. If the order has already been dispatched, and the consumer requests a refund or withdrawal from the sale, Niños Pixies S.A.S will refund the cost of the item but not the cost of transportation.

Niños Pixies S.A.S will also refund transportation costs when, due to an error on the part of Niños Pixies S.A.S, the wrong product has been dispatched. In the event that the consumer has placed multiple orders and one is incorrect, Niños Pixies S.A.S will cover the shipping costs for the correct item(s) once the incorrect item(s) has been returned by the customer.

WARRANTIES

6: Definition

The warranty is the period during which Niños Pixies S.A.S is responsible for the quality of its products. Niños Pixies S.A.S certifies that all its products are manufactured to excellent quality standards and are therefore fully guaranteed.

7: Warranty Period

Items purchased through direct sales channels (website, WhatsApp, Instagram, Facebook) have a 30-day warranty period, starting from the date of product delivery.

8: Warranty Claim Procedure

In the event that items produced by Niños Pixies S.A.S present quality defects during the warranty period, despite their proper use, or arrive imperfect, the consumer must contact the customer service hotline established by Niños Pixies S.A.S at (+57) 3203577373. The request will be answered within 3 business days.

9: Warranty Limitations

The warranty on a product is void when:

  • The care, conservation, and cleaning instructions detailed on the label have not been followed.
  • The item has come into contact with chemical substances that may cause fabric discoloration.
  • The item has come into contact with bleach or detergents containing bleach.
  • There has been an alteration to the original design of the item by the consumer.
  • Normal wear and tear due to product use.

10: Repairs

In the event that a product does have factory or quality defects, and the warranty claim is approved, the warranty, at the discretion of Niños Pixies S.A.S, may be fulfilled by repairing the item or exchanging it for one of the same reference. If the same reference is not available, the consumer will have store credit available, which will be reflected in their customer account.

Store credit is valid for 1 year from the date of the approved return.

In the event of a repeated fault, the customer may choose a full or partial refund of the price paid, or a total or partial exchange of the product, subject to the availability of information.

11: Procedures

To enable the consumer to exercise their rights and, consequently, request a return or warranty claim, Niños Pixies S.A.S has established the following channels of assistance for submitting requests, complaints, and claims successfully: the Monday customer service hotline (+57) 3203577373 (via WhatsApp or phone calls).