Product prices

The prices of the products indicated on the web page www.senda.com.co, include VAT and other taxes that may apply (applicable in the Republic of Colombia). However, these prices exclude the expenses corresponding to the shipment of the products and the taxes generated by the authorities of other countries for sales made outside Colombia.

For each order, Senda Nelly Rojas will charge the buyer a price for processing and transportation costs. This cost will be indicated before the moment of order confirmation and payment and will vary depending on the place of delivery and the number of products in the order.

Transport and insurance costs are to be assumed by the buyer.

Both to make effective the transport insurance and to rectify any error in the delivery, it is an essential condition that any incident regarding the goods received or their packaging is stated in the observations section of the delivery document of the carrier.

Product prices are subject to change without prior notice. Senda Nelly Rojas reserves the right to discontinue or modify products.
Possible changes will not affect orders for which a shipping confirmation has already been sent.

Delivery Times

Shipments are made through a courier of national and international service. Once the order is confirmed we proceed to the enlistment and dispatch of the order.
For products in stock, the shipment is made the next working day after the purchase is confirmed.

The delivery time for shipments in the Republic of Colombia will be 5 working days, and for international shipments, 7 working days, from Monday to Friday, from the moment the order confirmation has been made. Items subject to special or customized orders may take longer than expected.

Orders shipped outside Colombia may be subject to taxes, duties and tariffs of the destination country. These charges, based on the declared value of the orders, are not included in the quoted shipping value and must be paid by the customer at the time of delivery if they are generated. If the customer refuses to pay duties and taxes and the package is lost in customs, the customer will be responsible for the cost of return.

These times are estimated and do not depend directly on Senda Nelly Rojas, therefore it is possible that they may vary for logistical reasons, extraordinary cases or other events. In case of delay in deliveries, Senda Nelly Rojas will inform its customers when it becomes aware of any delay. 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 deadline and could not be delivered for reasons attributed to the customer.

As soon as the order leaves the warehouse Senda Nelly Rojas will send an e-mail to the customer notifying that the order has been accepted and is being sent with the tracking number of the transport company so that it can be followed up.

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

Delivery of the product

Senda Nelly Rojas strives to deliver the order in perfect condition to the destination address indicated by the customer on the order form on the website.
In case the delivery address provided by the customer on the order form is incomplete or incorrect, or if the information provided is not valid, a surcharge for changes will be applied to the customer.

If the customer is absent at the time of delivery of the product to the address provided, the courier company will inform the subscriber through the email provided. The customer must contact the call center of the carrier, FedEx, for details and to discuss the guideline for delivery.

In the event that the relevant communication with the customer has not been made according to the above specifications, the order will be returned to the warehouse and the customer must assume the shipping charges and return to origin of the goods, as well as any possible handling fees.

Once the courier company delivers the package to the customer, any anomaly in the packaging which has affected the product must be reported to  Senda Nelly Rojas by the customer via email to the carrier within 48 hours of delivery. From that moment on, no incidents of this type will be attended (only parts under warranty).

It is important for claim purposes to have a photographic record of the conditions in which the box was received and the damage caused to the product.

Loss of products.

In case of partial or total loss of the shipment, Senda Nelly Rojas must be notified of the incident within 48 hours after delivery in order to file a claim with the courier company, which will initiate the relevant investigation.
You may check the status of your order and shipments by contacting Senda Nelly Rojas customer service department at servicioalcliente@senda.com.co or at the following telephone numbers: +57 (2) 5144788, + 57 3122955769 or +57 3008011225.

The customer service department of Senda Nelly Rojas will be at your disposal from Monday to Friday, from 8:00 a.m. to 6:00 p.m. local time (Bogotá-Colombia), except official holidays in Colombia.

You may also make your inquiry through DHL's website www.dhl.com under the option track which is available 24 hours a day. For security reasons, no order will be accepted when it is not possible to identify the recipient of the order and his/her address.

PRODUCT AVAILABILITY

The number of available units of each product is kept up to date with the stock in the warehouse. Under no circumstances will Senda Nelly Rojas intentionally offer more units of products for sale that are not available.


If for any reason the product selected by the customer is not available after placing the order, the customer will be informed by email of the cancellation of the order of the unavailable product. It should be noted that the cancellation of the unavailable product does not entitle the customer to the total cancellation of the order. In case the customer wishes to return the delivered product, he/she should consult the process stipulated in the return section.

PAYMENT

The fee corresponding to the shipping charges will be added to each of the prices of the products/items offered on the website www.senda.com.co. The shipping charge will be specified in the purchase order. The customer must fulfill the payment corresponding to his/her order by means of the payments offered by PayU.  The card payment is made under the security protocols of PayU or any other online payment platform. See: https://legal.payulatam.com/ES/politica_de_privacidad.HTML
The customer agrees to pay the full value of the product at the time the order is placed in order for the product to be shipped.

In case of undue or fraudulent charges on the card used for purchases, the user must immediately notify Senda Nelly Rojas, by phone or email, in order to take the appropriate steps.

The user is warned that the availability of secure service connection for all purchases, frees Senda Nelly Rojas of responsibilities for failures in the communications with the banking or credit entities, as well as from damages that could be caused to the users as a consequence of an action or omission of such entities. 

FORMALIZATION OF ORDERS

Once the terms and conditions have been fulfilled and the purchase confirmation has been successful, Senda Nelly Rojas will send an email to the customer with the purchase order and all the details of the order.

CANCELLATION OF ORDERS

Order cancellations will be accepted as long as they are requested before the order is shipped (24 hours). The cancellation must be requested by e-mail to servicioalcliente@senda.com.co.

Once the order has been paid, if the customer decides to cancel the product, he/she will have to pay the bank charges, which correspond to 12% of the value of the order and financial costs attributed to the sale.

GUARANTEES

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 warranty offered for the products is 30 calendar days from the time of purchase and only for manufacturing defects.

For changes you have five (05) calendar days; the product must be in the original packaging without having been used. The warranty on the products is thirty (30) calendar days on defects associated to materials, manufacture and/or confection under normal conditions of use. Senda Nelly Rojas does not make changes to products that are damaged by improper use such as blows, exposure to weather, humidity, use of chemicals or failure to comply with the instructions indicated at the time of purchase and implicit in the certificate of authenticity. The warranty is covered by repair or exchange according to SENDA Nelly Rojas' criteria and to the provisions of the rules that regulate the matter. It is a cause for loss of warranty if the customer decides to make modifications to the jewelry and/or accessory.

Discounted or promotional products do not have the option of exchange or return.

WARRANTY DISCLAIMER

Senda Nelly Rojas will be exonerated of the responsibility derived from the warranty, when it demonstrates that the defect comes from:
The improper use of the product by the Client (bumps, falls or stone breakage).
If the Customer did not follow the instructions for the care of the jewelry. (see Jewelry care).

REFUNDS AND RETURNS

Refunds
The refund will be equal to the cost of the returned products. Only in the event that the delivered product is defective or incorrect, Senda Nelly Rojas will also reimburse the customer for 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.

The customer must notify Senda Nelly Rojas of the intent to return a product via email with subject line “RETURN REQUEST” to servicioalcliente@senda.com.co within 24 hours of receipt of the order.

The items to be returned must be shipped within 3 working days of the initial delivery. The products must be shipped to the address indicated in the response to the aforementioned email. The customer must also email a copy of the waybill delivered by the carrier. The cost of the amount will be refunded.

The product must be in perfect condition, keeping its original packaging and labeling.
For the return shipment of the product, the same box in which it was received must be used. In case it cannot be done with the same box, the customer must return it in a box that protects the product until the final destination so that the product is received again with the maximum possible guarantees.

In addition, the customer must add 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 reimburse the customer the amount paid for the order and the corresponding shipping costs. The refund will be processed through our PayU payment platform according to its policies for refunds and returns, or through the platform of your choice.
for any other reason, the cost of these return expenses shall be borne by the customer and the customer shall communicate his or her intention to return the product to SENDA NELLY ROJAS within a maximum period of 24 hours after receiving the product. 

APPLICABLE LAW AND JURISDICTION

The provision of the website service and the present General Terms of Use and Purchase Policies of the website, as well as any particular conditions that may be established, are governed by Colombian law (Law 1480 of 2011 "Consumer's Statute"). The Internet pages, their design and graphic presentation are protected by the provisions of Law 23 of 1982, articles 12 and 30 and decision 351 of the Cartagena Agreement (for the Colombian case) and by the provisions of the Copyright Act of 1976 of the United States of America.

PRIVACY NOTICE AND AUTHORIZATION FOR THE HANDLING OF PERSONAL INFORMATION

In case the visitor enters personal data into any of the systems related to or incorporated in the Website, SENDA NELLY ROJAS shall treat the data confidentially and they shall be used exclusively for purposes related to the services provided by the brand.

SENDA NELLY ROJAS will not transfer, sell or share the data received on the Website without the express approval of the data owner.

The information or personal data you provide about yourself will be treated in accordance with what is established in the Online Store's Privacy Policy. By using this website you consent to the processing of such information and declare that the data you provide are truthful and correspond to reality.

VIRTUAL SALES RECEPTION AND SHIPPING SCHEDULE

If your purchase is received before 12:00 am, it counts as a working day. After this time, it will be counted as the next business day, Monday through Friday. This delivery is effective at the time the product is shipped.
The shipment of items purchased at www.Senda.com.co will be made through an international courier company and will be delivered within approximately 3 to 7 business days.

In order to avoid delivery incidents (wrong addresses, impossibility to find someone at home, etc.), it is essential to fill in the corresponding form correctly.

The tracking of orders can be done through the Fedex.com Web Page where it will be indicated, at every moment, where the merchandise is until its definitive reception.

The price of the transport is calculated according to the jewelry purchased. The exact price of shipping will be calculated when each item is placed in the shopping cart and will be shown on the page summarizing the purchase before the customer confirms the order by clicking on the "Confirm payment" button and before entering the payment details.

Shipping costs may be changed at any time without prior notice. Such change will be applicable from the moment the modification is included in the help pages and the contract published on this Web Site. In any case, the shipping costs that appear at the time of placing the order will be valid.
Delivery times in Colombia: (5) five working days.
International delivery times: (7) seven working days.
Additional information: The day before delivery you will be sent an email with the tracking number of your order and the sales invoice in PDF format.

The delivery schedule will be from Monday to Friday and from 08:00 a.m. to 06:00 p.m.