Refund policy

RETURNS, REFUNDS & EXCHANGE POLICY

We want you to feel confident shopping with Origin Colombia. Our pieces are handmade by artisans in Colombia, and we stand behind their quality. To ensure fairness while protecting our small business, the following policies apply:

1. RETURNS, REFUNDS & STORE CREDIT

We have a 14-day return policy.
You must request a return within 14 days of receiving your order by emailing hello@origincolombia.com.

Unauthorized returns cannot be accepted.

Return Requirements

Returned items must be:

  • Unused, unworn, unwashed

  • In original condition

  • With original tags and packaging

  • Shipped with a valid tracking number

Returns sent without tracking or without prior authorization will not be accepted.

Refund Options

Once the item is received and inspected, customers may choose:

  • A refund to the original payment method, or

  • Store credit (valid for 12 months)

Restocking Fee

A 10% restocking fee applies to all refunds.

Not Eligible for Refunds

  • Final sale or discounted items

  • Items returned used, worn, washed, or damaged

  • Refused, unclaimed, or rejected shipments (see Section 4)

Shipping charges are non-refundable.

2. EXCHANGES

Exchanges are available within the 14-day return window.
Customers are responsible for:

  • The cost of shipping the item back to us

  • The cost of shipping the replacement item

Once the original item is received and inspected, we will help you choose a replacement and invoice you for the exchange shipping cost.

Important:
For all USA and international orders, customs duties, taxes, and import fees must be paid again by the customer when the replacement item arrives in their country, as required by local customs laws.

These charges are not controlled, collected, or covered by Origin Colombia.

3. SHIPPING COSTS

  • Original shipping charges are non-refundable

  • Customers are responsible for all return shipping costs

  • Shipping fees due to incorrect addresses provided by the customer cannot be reimbursed

4. REFUSED SHIPMENTS (VERY IMPORTANT)

If a package is refused, unclaimed, or rejected at delivery for any reason, including refusal to pay mandatory customs duties or taxes:

The customer is responsible for:

  • The original shipping cost (including “free shipping” promotions)

  • All duties, taxes, and customs fees charged by the destination country

  • Return-to-origin fees charged by the courier

  • Processing or handling fees

  • A 10% restocking fee

Refunds are not offered for refused or abandoned shipments.
A store credit will be issued once the package is returned and inspected, with all applicable fees deducted.

Origin Colombia reserves the right to deny future orders from customers who refuse shipments.

5. CUSTOMS, DUTIES & TAXES (USA + INTERNATIONAL)

All USA and international orders are subject to mandatory customs duties, taxes, and import fees, which must be paid by the customer when the package arrives in their country.

These charges:

  • Are required by the laws of the destination country

  • Are not included in product prices or shipping fees

  • Are determined solely by each country’s customs authority

  • Cannot be waived, refunded, or covered by Origin Colombia

Refusing a shipment due to customs charges does not qualify for a refund.

6. HOW TO START A RETURN

Email hello@origincolombia.com within 7 days of delivery with your order number.
We will send detailed return instructions.

Customers are responsible for purchasing their own return shipping label with tracking.

Unauthorized returns or returns sent without tracking cannot be accepted.

7. DAMAGES & ISSUES

Please inspect your order upon arrival and contact us within 48 hours if an item is damaged, defective, or incorrect.
Claims made after this timeframe cannot be accepted.

8. EXCLUSIONS

We cannot accept returns on:

  • Final sale items

  • Discounted items

_________________________________________________________________________________________

9. WHOLESALE ORDERS

Wholesale orders are available for approved boutiques and retailers only.

Wholesale purchases are subject to our Wholesale Policy, including order minimums, final sale terms, shipping responsibilities, customs duties, and direct purchase conditions.

Wholesale Returns & Exchanges

Wholesale orders are final sale and are not eligible for returns or exchanges.

Because wholesale orders are offered at special discounted pricing, we cannot accept returns, exchanges, or cancellations once the order has been confirmed.

Wholesale Shipping, Customs & Duties

Shipping costs for wholesale orders are paid by the buyer.

Any applicable taxes, customs duties, import fees, brokerage fees, or destination charges are also the responsibility of the buyer.

All wholesale items are carefully inspected before shipping to make sure they are sent in excellent condition.

Once a wholesale order has been shipped, Origin Colombia is not responsible for delays, carrier handling, customs inspections, or any damage that may occur during transit or at customs, as these situations are outside of our control.

Wholesale Order Issues

If there is an issue with the items received that is not related to shipping, customs, or carrier handling, the buyer must contact us within 3 business days of delivery with photos and order details.

We will review the situation carefully and do our best to provide a fair solution when applicable.

Consignment

Origin Colombia does not offer consignment.

Wholesale orders are available by direct purchase only.

For full details, please review our Wholesale Policy.