RETURNS POLICY
Returns Policy
Plazi SAS · Framework: Colombian Law 1480 of 2011 (Consumer Statute)
Last updated: May 21, 2026
At Plazi we want you to be 100% satisfied with your purchase. This policy describes how and when you can request a return or exchange.
1. Right of withdrawal
You have the right to withdraw from any purchase within 5 business days following delivery of the product, without need to justify your decision. This right is enshrined in Article 47 of the Consumer Statute (Law 1480 of 2011).
Conditions for withdrawal:
- Product must be in perfect condition, unused
- With original packaging and tags
- With all accessories and manuals included
Products excluded from the right of withdrawal:
- Services whose provision has begun
- Custom-made goods
- Products that by their nature cannot be returned (perishables, underwear, opened cosmetics)
- Recorded material or unsealed by the consumer
Conditions for withdrawal:
- Product must be in perfect condition, unused
- With original packaging and tags
- With all accessories and manuals included
Products excluded from the right of withdrawal:
- Services whose provision has begun
- Custom-made goods
- Products that by their nature cannot be returned (perishables, underwear, opened cosmetics)
- Recorded material or unsealed by the consumer
2. Returns for defects or non-conformity
If you receive a defective, damaged, incomplete, or non-conforming product, you have 30 calendar days from delivery to request:
- Repair of the product (at Seller's expense)
- Replacement with an identical or equivalent one
- Full refund of the amount paid, including shipping
Plazi will ensure the Seller complies with this legal obligation.
- Repair of the product (at Seller's expense)
- Replacement with an identical or equivalent one
- Full refund of the amount paid, including shipping
Plazi will ensure the Seller complies with this legal obligation.
3. How to request a return
Step 1: Log into your account at https://plazi.co/account/pedidos
Step 2: Open the corresponding order and click "Request return"
Step 3: Indicate the reason (withdrawal, defect, non-conformity, other) and attach product photos if applicable.
Step 4: You'll receive an email with instructions to pack and deliver the product to the courier.
Step 5: Once the Seller receives the product and verifies its condition, we process the refund within 5 to 10 business days.
Step 2: Open the corresponding order and click "Request return"
Step 3: Indicate the reason (withdrawal, defect, non-conformity, other) and attach product photos if applicable.
Step 4: You'll receive an email with instructions to pack and deliver the product to the courier.
Step 5: Once the Seller receives the product and verifies its condition, we process the refund within 5 to 10 business days.
4. Return shipping costs
If the return is due to defect, damage, or non-conformity:
Return shipping is free. Plazi coordinates pickup with the logistics operator.
If the return is due to withdrawal (change of mind):
Return shipping cost is borne by the Buyer, unless the Seller voluntarily covers it.
Return shipping is free. Plazi coordinates pickup with the logistics operator.
If the return is due to withdrawal (change of mind):
Return shipping cost is borne by the Buyer, unless the Seller voluntarily covers it.
5. Refund method
Refund is made via the same original payment method:
- Payment with Nequi, Daviplata, PSE, or card: reversal to the original method (3 to 10 business days depending on the bank)
- Cash on delivery: transfer to the bank account the Buyer indicates
- Plazi Plus: if applicable, refunded proportional to usage
If you used a promotional coupon, it is not refunded in cash: it remains available for future purchases.
- Payment with Nequi, Daviplata, PSE, or card: reversal to the original method (3 to 10 business days depending on the bank)
- Cash on delivery: transfer to the bank account the Buyer indicates
- Plazi Plus: if applicable, refunded proportional to usage
If you used a promotional coupon, it is not refunded in cash: it remains available for future purchases.
6. Exchanges and warranty
Size or color exchange: within the same 5-day period, at no cost if the Seller offers it. Subject to stock availability.
Legal warranty: every product has the legal 1-year warranty established by the Consumer Statute for durable goods. Products with extended manufacturer warranty have the period indicated in their packaging.
Legal warranty: every product has the legal 1-year warranty established by the Consumer Statute for durable goods. Products with extended manufacturer warranty have the period indicated in their packaging.
7. Cases of undelivered orders
If after 30 calendar days from order confirmation the order has not been delivered, you can request a full refund. Plazi will investigate with the logistics operator and process the refund if the shipment cannot be located.
8. Disputes
If after following the process the return is not resolved to your satisfaction, you can:
1. Escalate the case with Plazi at soporte@plazi.co
2. File a complaint with the Colombian Superintendence of Industry and Commerce (SIC) at https://www.sic.gov.co
3. Initiate conciliation at an authorized center
Plazi is committed to actively collaborating in the resolution of any claim.
1. Escalate the case with Plazi at soporte@plazi.co
2. File a complaint with the Colombian Superintendence of Industry and Commerce (SIC) at https://www.sic.gov.co
3. Initiate conciliation at an authorized center
Plazi is committed to actively collaborating in the resolution of any claim.
To initiate a return or check status:
Plazi · Customer Care
📧 soporte@plazi.co
📧 devoluciones@plazi.co
⏱ Mon-Fri 8am-6pm, Sat 9am-2pm (Colombia time)
Plazi · Customer Care
📧 soporte@plazi.co
📧 devoluciones@plazi.co
⏱ Mon-Fri 8am-6pm, Sat 9am-2pm (Colombia time)
⚠ This document must be reviewed by a consumer law expert before final publication.