Exchanges and Returns

Last updated: October 16, 2026.

This policy applies to purchases made from SANTO CARBON AHUMADORES SAS. The commercial exchange terms apply without limiting consumers' non-waivable rights, including withdrawal, payment reversal, and the statutory warranty, where applicable.

• The maximum period for requesting an exchange for a different size or product is 15 days. After this period, exchange requests are not permitted.
• Exchanges will be made for a product of equal or greater value. If the value is greater, the customer must pay the corresponding difference.
• To qualify for an exchange, the product must be returned exactly as it was received: it must not have been used or washed, and it must be in perfect condition with its packaging and tags.
• If the conditions stated above are not met, the exchange will not be processed, and the product will be sent back to the address initially provided by the customer, in the same condition in which it was returned.
• Shipping costs for orders involving exchanges for a different size or product will always be borne by the customer.
• Exchange policies do not apply to products purchased on sale.

• The maximum period for requesting an exchange due to a manufacturing defect or order error is 30 days. After this period, exchange requests are not permitted.
• These exchanges will be made for: 1. Product defects and functionality issues. 2. Products received that differ from those ordered by the customer in model or size.
• Exchanges will be made for a product of the same model or a product of equal or greater value. If the value is greater, the customer must pay the corresponding difference.
• For the exchange to be approved, the product will undergo a quality control inspection. If the conditions for an exchange are not met, the product will be sent back to the address initially provided by the customer, in the same condition in which it was returned.
• The shipping cost for the new product exchanged due to a manufacturing defect or shipping error will always be borne by AHUMADORES SANTO CARBÓN.
• Exchange policies do not apply to products purchased on sale.

These commercial terms do not exclude or reduce the statutory warranty or any other rights granted by law.

For sales made through nontraditional methods or remotely, consumers may exercise their right of withdrawal within five (5) business days following delivery of the goods, where applicable under Article 47 of Law 1480 of 2011.

To exercise this right, you must communicate your decision to santocarbonbarriles@gmail.com, return the product by the same means and in the same condition in which you received it, and bear the transportation costs and other return costs. Exceptions provided by law apply, including goods made to the consumer's specifications or clearly personalized, goods that by their nature cannot be returned or may deteriorate or expire quickly, perishable goods, and personal-use goods.

For e-commerce purchases, once you exercise your right of withdrawal, return the product in accordance with the legal requirements, and provide the correct and complete information required for the refund, the amounts paid must be refunded within no more than fifteen (15) calendar days. The refund will be made to the corresponding payment instrument or method, or through the method agreed upon by the parties, without deductions or withholdings.

When a purchase is made through e-commerce and paid for with a credit card, debit card, or another electronic payment instrument, you may request a payment reversal in the cases provided by law: fraud, an unauthorized transaction, a product not received, a product that does not match what was ordered, or a defective product.

Within five (5) business days following your discovery of the fraudulent or unauthorized transaction, the date on which you should have received the product, or your receipt of a defective or different product, you must submit a complaint to SANTO CARBON AHUMADORES SAS, return the product where applicable, and notify the issuer of the payment instrument used of your claim.

The procedure involving the payment participants is governed by Law 1480 of 2011 and Decree 587 of 2016. Once the request has been submitted to the issuer, the participants have fifteen (15) business days to complete the reversal, in accordance with the applicable rules.

The statutory warranty is the obligation to be responsible for the product's quality, fitness for purpose, safety, good condition, and proper operation. Its term begins upon delivery.

The term will be the one announced by the manufacturer or supplier when no term has been set by law or a competent authority. If no term is announced, the law establishes one (1) year for new products.

As a general rule, the warranty covers the repair of defects at no charge, including transportation when necessary. If the goods cannot be repaired, replacement or a refund is available. If the defect recurs, the alternatives provided by law apply according to the nature of the goods and the defect.

Products sold at a discount, at a reduced price, or as part of a promotion are also subject to the statutory warranty rules.

Email us at santocarbonbarriles@gmail.com or contact us at +573184865611. Include your name, order number, product, purchase date, request, and, if applicable, photos or supporting documentation of the issue.

For warranty requests, identify the product, the purchase date, and the evidence of the defect. Keep your proof of purchase and contact information to help facilitate the process.