Refund Policies

📦 Return Policy – Tío Colque

Last updated: August 5, 2025

At Tío Colque, we want you to have an exceptional shopping experience. If for any reason you are not satisfied with your purchase, we are here to help. Below, you will find our policies for returns, exchanges, and refunds.

1. RETURN POLICY

Our return policy is valid for 30 calendar days from the date the product was delivered. If more than 30 days have passed since your purchase, unfortunately we will not be able to offer you a refund or exchange.

2. GENERAL CONDITIONS FOR ACCEPTING A RETURN

For your return to be accepted:

  • The item must be unused, in its original condition, and include all accessories and tags.
  • It must be in its original packaging.
  • You must present the receipt or proof of purchase.
  • It must not show any signs of damage caused by misuse or improper handling.

📦 Please do not send your purchase to the manufacturer. All returns must be handled directly with Tío Colque.

3. PRODUCTS THAT CANNOT BE RETURNED

Certain items are not eligible for return due to hygiene, safety, or product type:

  • Gift Cards
  • Downloadable products or digital software
  • Books and materials with obvious signs of use
  • CDs, DVDs, video games, or other open media
  • Intimate, personal care, or sanitary products
  • Perishable goods: food, flowers, magazines, or newspapers
  • Flammable substances or hazardous materials

4. REFUNDS

Once we receive and inspect your return, we will send you an email confirming receipt and letting you know whether it was approved or rejected.

If approved:

  • The refund will be processed automatically through the original payment method.
  • The refund may take a few business days, depending on your bank or credit card issuer.

🔁 Partial refunds: In certain cases, only a portion of the purchase price may be refunded, such as when the item shows signs of use, has damage not attributable to us, or is missing parts.

5. DELAYED OR MISSING REFUNDS

If you haven't received your refund yet:

  1. Please check your bank account again.
  2. Contact your credit card company; it may take some time for the charge to appear on your statement.
  3. Notify your bank; it may take some time to process.

👉 If you still haven't received your refund after all this, please email us at compras@tiocolque.com and we’ll take care of it.

6. PRODUCTS ON SALE

Only full-price items are eligible for refunds.
Products purchased on sale, in a clearance sale, or as part of special promotions are non-returnable, unless they are defective.

7. CHANGES

We only replace items if they are defective, damaged, or shipped incorrectly. If you need to exchange it for the same product, please email us at compras@tiocolque.com and include your order number and the reason for the exchange.

📦 Return address: (To be specified based on the supplier or logistics warehouse, which will be provided to you via email.)

8. ITEMS MARKED AS GIFTS

If the product was marked as a gift at the time of purchase and was shipped directly to you, you will receive a credit in the form of a coupon for the value of the return. Once we receive the item, a digital gift certificate will be sent to you.

If the item was not marked as a gift, or if the original buyer received the product and then gave it to you, the refund will be issued to the person who made the purchase.

9. SHIPPING COSTS

  • The customer is responsible for return shipping costs, unless the error is on our part (defective or incorrect product).
  • The original shipping costs are non-refundable.
  • If you receive a refund, the cost of return shipping will be automatically deducted from it.

📦 For high-value items (over $75), we recommend using a shipping service that provides a tracking number or purchasing shipping insurance. We cannot guarantee delivery of items without a tracking number.

10. HOW TO INITIATE A RETURN

  1. Write to us at compras@tiocolque.com with the following details:
    • Order Number
    • Product Name
    • Reason for the return
    • Product photos (if applicable)
  1. We will send you the instructions and the corresponding shipping address.
  2. Pack the product securely and ship it to us as instructed.

At Tío Colque, we value your trust. We operate with transparency, responsibility, and commitment to ensure that every experience with us is fair and satisfying.