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Refund policy

Warranty and Returns Policy

Athletic Air

These policies govern returns and warranty claims processed through our sales channels, in relation to the legal warranty, returns under the company's internal policy, payment reversal and the right of withdrawal, for the products sold by Athletic Air (footwear and, soon, socks).

Summary of time frames

1. Payment reversal

  • Customer's time frame: 5 business days after the date on which the customer became aware of the fraudulent or unrequested transaction, or on which the product should have been received, or was received and does not match what was ordered.
  • Company's time frame to carry it out: 15 business days after the request is approved.

2. Right of withdrawal

  • Customer's time frame: 5 business days from delivery of the product.
  • Company's time frame for the refund: a maximum of 15 calendar days.

3. Size exchange / Dissatisfaction

  • Customer's time frame: 15 business days from delivery of the order.

4. Manufacturing defect / Legal warranty

  • Customer's time frame: 30 calendar days from delivery of the product.
  • The product will be assessed in accordance with the Consumer Protection Statute (Ley 1480 de 2011).

Conditions common to reasons 1, 2 and 3: the product must be unused, show no signs of dirt, be in its original packaging, include all accessories received and have its internal and external labels intact (they must not be removed).


General returns policy

For returns not related to the legal warranty, the right of withdrawal or payment reversal, the customer has fifteen (15) business days from delivery of the order to review the purchase. Athletic Air only allows returns of purchased products; exchanges for a different item are not accepted, except where they apply under the legal warranty.

  • Orders bought online cannot be returned or exchanged at a physical store (and vice versa); they must be processed through the original purchase channel.
  • Socks cannot be returned once their original packaging or hygiene seal has been removed.
  • The return period is up to fifteen (15) business days from the order delivery date.
  • Products must be returned unused and unwashed, with their original internal and external labels, and with their packaging intact.
  • The return request will be authorized once the product is in our warehouse and has been checked against the requirements of this policy.

Athletic Air covers the cost of one (1) return per order. If the return is not accepted because the product does not meet the conditions of this policy, the customer will bear the corresponding logistics costs. Once notified of the rejection, the customer has 10 business days to accept the return of the item; after that period, the customer will be asked to accept the shipment within a maximum of 2 months. If the customer has not accepted the return by the end of that last period, the consequences of abandonment of goods set out in Decreto 1074 de 2015 will apply.

How to request a return or warranty claim

All return, exchange or warranty requests are handled exclusively by email at novedades@montana-studio.com. Your email must include:

  • Order number or purchase invoice.
  • Reason for the request (withdrawal, size/dissatisfaction, defect/warranty, payment reversal, etc.).
  • Photos of the product and its packaging (mandatory for defect or warranty requests).
  • Full name and contact details of the buyer.

Our team will reply with instructions for sending the product and will confirm whether your request has been approved, within the time frames indicated for each reason in this policy.

Refunds

Once we receive the product at our returns warehouse, we will assess its condition in accordance with this policy. If the return is approved, we will issue the refund to the original payment method within a maximum of fifteen (15) business days from notification of the approval. We will let you know by email when the refund has been made; the time it takes for the funds to appear in your account depends on your financial institution.

The refund includes the full value of the returned and approved products. Shipping costs are not refundable, unless you received an incorrect product or it is a warranty case.

  • Legal warranty: the refund is made within 15 business days after the item is made available for the warranty request.
  • Right of withdrawal: the company has 15 calendar days to return the money.
  • Payment reversal: the refund is made within a maximum of 15 business days.

Refunds are made through the following methods, depending on the original form of payment:

  • Debit or credit card: reversal to the same card used for the purchase.
  • PSE / bank transfer: refund to the account associated with the order, after validation with the customer.

Athletic Air does not offer refunds as gift cards or store credit; all refunds are made to the customer's original payment method.

If the purchase was made through a distributor or marketplace other than our official channels, the return must be processed directly with that distributor or marketplace.

Product warranty

If your footwear (or socks, coming soon) has a manufacturing or material defect related to the quality, suitability or safety of the product, we are responsible for the legal warranty. If fewer than 30 calendar days have passed since your order was delivered, you must start the warranty verification process by emailing novedades@montana-studio.com.

Once received, the item will be sent to our warehouse for validation and technical verification under the legal warranty. If it does not meet the conditions for the warranty, the item will be returned to the customer.

If your warranty request is authorized, you will receive an email notification within a maximum of fifteen (15) business days after your request is received. If the outcome is a refund, it will be processed according to the payment method of your original purchase, within a maximum of fifteen (15) business days after the product is made available.

Warranty exclusions

Athletic Air will not be responsible for the legal warranty in the following cases:

  • Force majeure or acts of God.
  • Intervention in or handling of the product by an unauthorized third party other than the supplier.
  • Improper use of the item by the consumer.
  • Failure to follow the care, washing and maintenance instructions provided.
  • Creases in the footwear caused by normal use or flexing of the instep.
  • Stains or discoloration caused by improper washing.
  • Damage caused by removing the product's internal labels.

Athletic Air will not be responsible for products sent for warranty review that were purchased from other, unauthorized distributors. In these cases, the product will be returned to the customer, who will bear the shipping cost. Once notified of the rejection, the same return acceptance periods (10 business days, and up to 2 months) described in the General returns policy section apply, as well as the consequences of Decreto 1074 de 2015 in the event of abandonment of the item.

Right of withdrawal

At Athletic Air it is very important to us that all your rights are guaranteed. Every consumer who makes a purchase through our official channels is guaranteed the right to cancel the purchase within a maximum of 5 business days from delivery of the product, in accordance with article 47 of Ley 1480 de 2011.

  • To exercise the right of withdrawal, the customer must email novedades@montana-studio.com within the stated period.
  • The product must be returned by the same means and in the same optimal condition in which it was received, with its internal and external labels and in its original packaging. Returns that do not meet these conditions will not be accepted.
  • Athletic Air covers the full cost of one (1) return per order. Once the return label has been generated, the customer has 3 days to hand the product over to the courier.
  • Athletic Air has a maximum of 15 calendar days to refund the money paid, without deductions or withholdings.
  • Under Colombian law, the right of withdrawal cannot be exercised for goods made to the consumer's specifications or clearly personalized, nor for socks or other personal-use items once their packaging or hygiene seal has been opened.

Payment reversal

Every consumer who makes a purchase through our official channels and pays by these means has the right to the payment reversal provided for in article 51 of Ley 1480 de 2011, when any of the following situations occurs:

  • The consumer is the victim of fraud.
  • The transaction was not requested by the consumer.
  • The purchased product was not received.
  • The product delivered does not match what was ordered.
  • The product delivered is defective.

To exercise this right, the customer must email novedades@montana-studio.com clearly stating the reason, the amount to be reversed and the identification of the bank account, credit card or payment instrument used. This request must be submitted within 5 business days after the date on which the situation became known, and within that same period the customer must also notify the issuer of the electronic payment instrument used. Athletic Air will have 15 business days to carry out the reversal.

Customer service channels

All comments, suggestions, complaints, claims and return or warranty requests are handled through our email address novedades@montana-studio.com. Complaints and claims will be answered within fifteen (15) business days from the date the email is received, and will be logged with a case number for follow-up.