These times are estimated and do not depend directly on Senda Nelly Rojas, so they may vary for logistical reasons, extraordinary circumstances or force majeure events. In the event of a delay in deliveries, Senda Nelly Rojas will inform its customers when it becomes aware of it. Delays in delivery will not be considered in cases where the order has been made available to the customer by the transport company within the agreed period and could not be delivered due to a cause attributable to the customer.

Shipping companies do not work on weekends, so for purchases made on Friday, the shipping process will begin on Monday.

Refunds

The refund will be equal to the cost of the returned products. Only in the event that the product delivered is defective or incorrect, Senda Nelly Rojas will also refund the customer the corresponding shipping costs. Refunds will be made through PayU or any financial platform. 

Returns

Products purchased from Senda Nelly Rojas through its online store may be returned and refunded, provided that the following conditions are met:

• If the reason for the return is the responsibility of the Senda Nelly Rojas brand, because the product received is defective or does not correspond to the product ordered as confirmed in the order.
• Notify the email address servicioalcliente@senda.com.co of your intention to return the product within 24 hours of receiving the order, indicating in the subject: RETURN REQUEST .
• Send the jewelry to be returned within 3 business days from the date of receipt to the address indicated in response to the initial notification, sending via email a copy of the guide provided by the shipping company. The shipping costs will be reimbursed.
• The product must be in perfect condition, retaining its original packaging and labeling.
• For the return shipment of the product, the same box in which it was received must be used. If the same box cannot be used, the customer must return it in a box that protects the product until its final destination so that the product is received again with the maximum possible guarantees.
• In addition, the customer must include a copy of the delivery receipt inside the package, indicating the returned products and the reason for the return.
• Only in the event that the delivered product is defective or incorrect, SENDA NELLY ROJAS will refund the customer the amount paid for their order and the corresponding shipping costs. The refund will be processed through our PayU payment platform according to its refund and return policies, or through the technological platform that is decided.
• If the reason is another, the cost of these return expenses will be borne by the customer and he/she must communicate his/her intention to return to SENDA NELLY ROJAS within a maximum period of 24 hours after receiving the product. 

WARRANTY

For Senda Nelly Rojas it is an obligation to comply with the terms established by law, regarding the issue of quality, suitability, safety and good condition of the products offered, therefore the guarantee offered for the products is 30 calendar days from the time of purchase and only for manufacturing defects.

For changes, there is a five (05) calendar days period; the product must be in its original packaging without having been used. The guarantee on the products is thirty (30) calendar days on defects associated with materials, manufacturing and/or making under normal conditions of use. Senda Nelly Rojas does not make changes to products that are damaged by improper use such as knocks, exposure to the elements, humidity, use of chemicals or failure to comply with the instructions indicated at the time of purchase and implied in the certificate of authenticity. The guarantee is covered by repair or change according to the criteria of SENDA Nelly Rojas and the provisions of the regulations that govern the matter. It is a cause for loss of the guarantee if the client decides to make modifications to the jewel and/or accessory.

Products on sale or promotion cannot be exchanged or returned.

Shipping companies do not work on weekends, so for purchases made on Friday, the shipping process will begin on Monday.