Withdrawal Policy
Cancellation Policy
Cancellations must be made within 24 hours of placing the order and in any case, before the package has been handed over to the carrier. To cancel, please send an email to soporte@telotengoya.net.
If the package has already been handed over to the courier, it will be considered a withdrawal from the purchase, and the buyer will be responsible for the shipping and return costs.
Please send an email to soporte@telotengoya.net within 5 days of receiving the product, explicitly stating that you wish to exercise your right of withdrawal. You must also provide the bank account number to which you would like the refund transferred if payment was made upon delivery. If payment was made electronically, the refund will be issued to the same account used for the purchase.
The customer must send or drop off the product according to the instructions provided for product collection. The product must be returned in the same condition in which it was delivered to the customer. The product must not show any signs of misuse, packaging damage, or any other condition that diminishes its value.
Once we have received the product and verified that it is in perfect condition, we will process your refund within a maximum of 8 business days.
For the purposes of the right of withdrawal, the shipping and return costs are set at $60,000 COP.
TU TIENDA reserves the right to refuse any replacement or refund if it does not meet the above refund criteria.
Once the refund has been processed, we will send support to the email address provided.
If you have not yet received a refund, please check your bank statement again and contact your credit card company. It may take some time before your refund is officially posted. If you have done all of this and still haven't received your refund, please contact support@telotengoya.net.
You can also submit a support ticket through our website https://www.telotengoya.net or via email.