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HOW CAN I PROCESS A RETURN?
1.- Go to the "Order history and return requests" section of your account.
2.- Select the order from which you want to return an item by clicking on "DETAILS" (on the mobile version, click on the order number).
3.- Select the product(s) you wish to return by ticking the checkbox next to the photo of the item(s).
4.- Indicate the quantity you need to return (in case there is more than one unit of the same item).
5.- (mandatory) Add an explanation so that the customer service team can better understand the reason for the return.
6.- Click on "Request a return".
7.- Once we receive your request, we will send you a confirmation by email. Go to the user section under "Return status and confirmation", where you will find a form to print a receipt that must be included inside the package, acting as a shipping label.
8.- You may drop off the package at the school (if the school has the service enabled) or send it to our facilities.
Returns will not be accepted after 30 days from the delivery date.
Item Size Exchange
If you need to change the size of an item, we offer a simple return and refund process.
At COLEX UNIFORMES, unfortunately, we do not carry out direct size exchanges. However, we are committed to ensuring your satisfaction. If you choose home return, please note that there is a €5.95 fee for this service. However, if the school offers the option of returning the item there, this service will have no additional cost.
Do not forget to include the return number provided upon completing the form on our website inside the package. This will help us identify your return quickly and efficiently. Thank you!
Once the form is completed, we will arrange the collection of the package through our transport service. When we receive and verify the returned items, we will refund the amount of your purchase within a maximum of 15 days, using the same original payment method. If you still wish to purchase the item, you can place a new order in the correct size following the usual process.
CONDITIONS FOR RETURN APPROVAL
For an online order return to be accepted and the refund service to be provided, it is essential that the items meet several requirements.
- It is important that the composition label located inside the garment remains intact. This label provides all the necessary information for the proper care of the garment (washing, drying, ironing, etc.). Additionally, at Colex Uniformes S.L., we use this label to ensure the traceability of the garment, allowing us to identify when and under which production order it was manufactured. This information is crucial for detecting and resolving any possible anomalies during the manufacturing process.
- If we detect that the garment does not contain this label, we understand that the customer has removed the instructions regarding the proper care and washing of the garment. Therefore, Colex Uniformes S.L. will not be responsible for defects that are not clearly attributable to manufacturing faults.
- Returns will not be accepted if the items have been washed or used. Additionally, returns due to shrinkage caused by incorrect washing, drying, etc., cannot be processed. Colex Uniformes S.L. guarantees that all fabrics used in our manufacturing processes comply with the standards established by the Quality Management System, verified by reports from an independent laboratory certifying colourfastness, pilling and abrasion resistance, shrinkage, among others.
- Products such as shoes and similar items must be returned in their original box and inside a bag, along with the assigned return number.
- If the items arrive with transport labels attached directly to the original box or without the appropriate outer bag, we will not be able to process the return.
- All items must be correctly packaged and accompanied by the return number.