Returns, Exchanges and Warranty Policy | Sijam Sleiman

Last updated: November 18, 2025
Version: 1.0

1. Introduction

This Policy regulates the procedures for exchanges, returns, warranties, right of withdrawal and reversal of payment applicable to purchases made on www.sijamsleiman.com or through the Company’s official customer service channels.

This Policy follows Colombian Consumer Protection Law (Law 1480/2011).

2. Exchanges Policy (voluntary exchanges)

Sijam Sleiman offers customers the option of making voluntary exchanges (such as for size or color), under the following conditions:

2.1. Exchange period

The User may request an exchange within 360 calendar days from the delivery date.
(Tell me how many days you want and I’ll finalize the template.)

2.2. Product conditions

To accept an exchange, the product must be:

• In perfect condition.

• Free of signs of wear, washing or alterations.

• With its original tags, labels and packaging.

• Clean, without stains, odors, makeup or residues.

2.3. Items with NO EXCHANGE

For hygiene reasons, exchanges are not accepted for:

• Underwear.

• Bodysuits.

• Socks.

• Swimwear.

• Other items that have direct contact with the skin.

Items with NO EXCHANGE will be identified on the product page.

2.4. Shipping costs

Unless otherwise indicated:

• The User covers shipping costs for voluntary exchanges.

3. Warranty Policy

3.1. Legal warranty

Sijam Sleiman guarantees the quality and safety of its products according to Colombian law.

If a product shows manufacturing or material defects, the User may request warranty evaluation within the applicable time frame.

3.2. Procedure

The User must send:

• Photos or videos of the defect.

• Order number or proof of purchase.

• Description of how the product was used.

Physical inspection may be required.

3.3. Possible solutions

If the defect is confirmed, the Company may offer:

• Repair (when applicable).

• Replacement with a similar or identical product.

• Refund.

3.4. When warranty does NOT apply

Warranty does not cover:

• Improper use.

• Incorrect washing.

• Exposure to chemicals or extreme heat.

• Normal wear and tear.

• Damage caused by mishandling.

4. Right of Withdrawal

Applies only to online purchases (distance sales).

4.1. Period

The User has five (5) business days from delivery to exercise this right.

4.2. Product conditions

Returned products must be:

• Unused.

• In perfect condition.

• With all original tags and packaging.

4.3. Shipping costs

Shipping costs for withdrawal:

• Are covered by the User, unless otherwise indicated.

4.4. Reimbursement

Once the product is received in proper condition:

• Refunds will be issued within 30 calendar days, as required by law.

4.5. Exceptions

Withdrawal does not apply to:

• Customized products.

• Made-to-order items.

• Items excluded by Colombian law (e.g., intimate apparel).

5. Reversal of Payment

Users may request reversal of payment when:

• The purchase was paid via credit card, debit card or digital wallet.

• A legally valid cause applies.

5.1. Causes

Reversal may be requested for:

• Fraud.

• Unauthorized transaction.

• Product not received.

• Defective or incorrect product.

5.2. Deadline

The request must be filed within five (5) business days from the date of the event.

5.3. Procedure

The User must:

1. Submit the request to Sijam Sleiman.

2. Submit the request to the bank or payment gateway (Bold, Addi).

3. Follow instructions issued by the financial entity.

6. Customer Service Contact

• Email: [email protected]

• Address: Avenida 4 No. 11–17 Local 3–99, Barrio Centro, Cúcuta, Colombia

7. Validity

This Policy is effective as of its publication date. Updates will be posted on www.sijamsleiman.com.