Last update: 04/13/2026
At Orfebrería Rodríguez we work to offer clarity to our clients about the cases in which a return can be made, the exercise of the right of withdrawal and the reversal of payment. This policy applies to purchases made through the website, WhatsApp, email, social networks and other commercial channels enabled by the company.
This policy complements our Sales Policies and Purchase Conditions, Warranty Policy and Shipping Policy.
1. Scope of this policy
This policy regulates returns not associated with warranty, the right of withdrawal in cases where it is legally appropriate and the reversal of payment in electronic commerce operations when the requirements established by Colombian law are met. The Consumer Statute regulates the withdrawal in its article 47 and the reversal of the payment in its article 51, while Decree 587 of 2016 develops the reversal procedure.
2. Returns at the sole discretion of the customer
As a general rule, Orfebrería Rodríguez does not handle returns, exchanges or refunds due to personal taste, change of mind, error in the choice of the product or unilateral withdrawal of the client, except in cases in which Colombian law expressly recognizes that right or when the company authorizes it in writing in a particular case.
The above is especially relevant in products made to order, personalized, restorations and other works prepared according to specific instructions of the client.
3. Right of withdrawal
In sales made through non-traditional or distance methods, including electronic commerce, the right of withdrawal in favor of the consumer is understood to be agreed upon in the cases provided for by law, provided that due to the nature of the good or service one of the legal exceptions is not configured. The maximum term to exercise it is five (5) business days counted from the delivery of the good or from the execution of the contract in the case of provision of services. The consumer must return the product by the same means and in the same conditions in which they received it.
4. Cases in which the withdrawal does not apply
In accordance with Colombian law, the right of withdrawal does not apply, among others, in the following cases:
• In services whose execution has begun with the consumer's agreement,
• In goods made according to the consumer's specifications or clearly personalized,
• In goods that by their nature cannot be returned or may deteriorate or expire quickly,
• In perishable goods,
• And in goods for personal use.
In Consequently, at Orfebrería Rodríguez the withdrawal will not apply, as a general rule, with respect to pieces manufactured to order, personalized works, products made according to the client's particular requirements, special engravings, design adjustments requested by the client and restoration services whose execution has already begun with their authorization.
5. How to exercise the withdrawal
When the withdrawal proceeds legally, the client must present his request within the legal term through the official channels of Orfebrería Rodríguez, indicating at least:
• Name of the buyer,
• Data that allows the order to be identified,
• Date of purchase or delivery,
• Product with respect to which the withdrawal is exercised,
• And express manifestation of his will to retract.
The client must coordinate with Orfebrería Rodríguez the return of the product. and send it by the same means and in the same conditions in which you received it.
6. Costs in case of withdrawal
When the right of withdrawal proceeds legally, the consumer must assume the transportation costs and other costs involved in returning the good. This includes the logistical costs necessary to send the product back to Orfebrería Rodríguez. The supplier, for its part, must return to the consumer all sums paid without discounts or withholdings for any reason within the legal term. For this reason, Orfebrería Rodríguez will not formulate these costs as discounts on the value to be refunded, but as return costs that correspond to the client to materialize the withdrawal.
If in order to materialize the return or refund, external costs are generated that are charged directly by third parties and not related to Orfebrería Rodríguez, these will be assumed by the client, provided that they do not correspond to discounts or withholdings made by the company on the value to be refunded. This wording seeks to maintain the legal rule of article 47: full refund of the money by the supplier, but costs of returning the good borne by the consumer.
7. Refund for withdrawal
When the withdrawal proceeds validly, Orfebrería Rodríguez will return to the consumer all the sums paid within a maximum period of thirty (30) calendar days counted from the moment the consumer exercised the right, without discounts or withholdings for any reason. The SIC also summarizes this duty in those same terms.
8. Reversal of payment
Payment reversal is a different mechanism than withdrawal. It applies to sales of goods made through electronic commerce, such as the internet, PSE, call center or other telesales mechanisms or virtual store, when a credit card, debit card or any other electronic payment instrument was used to make the payment, and any of the legal causes are present. The Consumer Statute and Decree 587 of 2016 regulate this mechanism.
9. Cases in which payment reversal may proceed
The consumer may request a reversal of payment when any of these causes occur:
• Fraud,
• Unsolicited operation,
• Product not received,
• Product delivered that does not correspond to what was requested,
• Or defective product.
When the purchase includes several products, the reversal may be requested in a partial mannerregarding the products for which any of the previous causes are configured, clearly indicating the value whose reversal is requested. Decree 587 expressly provides for partial reversal.
10. Requirements and procedure for payment reversal
To request payment reversal, the consumer must:
1. file a complaint with the provider of the good or service, and
2. notify the issuer of the electronic payment instrument used,
All within the same period of five (5) business days counted from the date of receipt of the fact that motivates the request. The complaint to the provider must contain, at a minimum, the reasons that support the request, the reason invoked, the value for which the reversal is requested and the identification of the affected account, card or payment instrument. The notification to the issuer must also include the identification of the transaction and proof of the complaint filed with the provider. Once the reversal request has been submitted to the issuer, the participants in the payment process have fifteen (15) business days to make it effective.
11. Payment reversal limits
The payment reversal regulated by Colombian regulations does not apply for payments made through face-to-face channels. Additionally, the rules of Decree 587 of 2016 have effect for operations in which the provider and issuer of the electronic payment instrument are domiciled in Colombia. Therefore, the origin of this mechanism may vary depending on the channel and payment platform used in each purchase.
Consequently, when the payment has been made through international platforms or schemes that do not fit into the previous assumptions, the request must be analyzed according to the specific case, the conditions of the payment method used and the applicable regulations.
12. Inadmissible or bad faith reversal
If in a dispute arising from the request for payment reversal an administrative or judicial authority firmly determines that the reversal was not appropriate, the consumer may be responsible for the costs incurred on the occasion of said reversal and the transaction may be charged again in accordance with the legal procedure. The regulations also provide for sanctions when bad faith on the part of the consumer is demonstrated in the reversal process.
13. Relationship to warranty
When the issue reported by the customer truly corresponds to a quality problem, unsuitability issue, or manufacturing defect, the case may be processed in accordance with Orfebrería Rodríguez's Warranty Policy. The legal guarantee protects the consumer against product defects and should not be confused with withdrawal or reversal of payment. The Consumer Statute also prohibits clauses that limit the supplier's legal liability or imply a waiver of consumer rights.
14. Service channels
For requests related to returns, withdrawal or reversal of payment, the customer may contact Orfebrería Rodríguez through the official channels published on the website.
Email: contacto@orfebreriarodriguez.com
WhatsApp: +57 300 612 2948
