CHANGES
ANCESTRY UP CROWN SAS offers customers the option of exchanging the purchased product for one of a different color, size or reference, as long as the request is made within thirty (30) calendar days following the purchase date, presenting the purchase invoice or providing the buyer's identification number. The exchange is subject to the availability of inventory of the new selected product. If a balance is generated in favor of the consumer for an amount equal to or greater than five thousand Colombian pesos (5,000 COP), the customer will receive a voucher for that amount, which can be used in future purchases. The same option applies to those who received the product as a gift, as long as the product arrives in its original packaging, has not been used, has no imperfections caused by the consumer, and includes the buyer's information (identification number or invoice) and the date of purchase.
Products sold at a discount or on sale are covered by a quality guarantee and may be exchanged for reasons related to the effectiveness of said guarantee. However, they are not included in our exchange policy when other reasons are cited. Sale products will not be exchanged except when requested for quality assurance reasons.
WARRANTIES
To initiate the warranty claim process, you must send us video footage or photographs of the defects present in the garment to the contact information provided through one of our service channels. Once the product has been inspected, it will be sent for physical inspection by qualified personnel to determine if it is indeed a quality or manufacturing defect.
If the evaluation determines that the defect is not a quality defect, the customer will be responsible for any shipping costs incurred. If the product proves to have a quality defect, ANCESTRY UP CROWN SAS will ship the original garment to the address provided.
Depending on the defect found, the product may be repaired and sent to the customer under warranty. If this is not possible, it will be replaced with a garment from the same collection, size, or color. If an identical replacement is not available, the product may be exchanged for a similar item of equal value, or a refund may be requested. In all cases, if the replacement product is of greater value, the customer will be responsible for the additional cost.
All products sold are covered by a thirty (30) calendar day warranty, counted from the date of delivery of the product to the consumer.
Products purchased on sale or in the sales section cannot be exchanged for size, color, or reference, except for quality reasons.
REFUND POLICY
ANCESTRY UP CROWN SAS offers customers the option to request a refund due to withdrawal, payment reversal, or cancellation of online purchases. Customers must follow the process below:
- Customers can submit a request by emailing apcrownecommerce@gmail.com . It's important to note that refunds will not be processed in physical stores.
- The refund will be made to the bank account (savings or checking) specified by the customer at the time of the request.
- The refund will be processed within thirty (30) calendar days following the refund request, as long as the returned product has been received in the same condition at our factory.
SAFE PURCHASE
Security has always been a priority for ANCESTRY UP CROWN SAS, and online shopping is no exception. Therefore, we have transaction security processes in place to ensure the proper handling of your personal information.
These transactions are protected by security systems that meet the highest industry standards, just as sensitive transaction services, such as banking institutions, handle them. During the purchasing process, information is transmitted using encryption algorithms, so if it is intercepted, it cannot be viewed by any third party. We use mechanisms that operate under the SSL (Secure Socket Layer) protocol.