EXCHANGES AND RETURNS POLICY

At Silver Elephants, we respect and protect your rights as a consumer. This policy is designed in compliance with Law 1480 of 2011 (Consumer Statute) and other applicable regulations in Colombia.

1. RIGHT OF WITHDRAWAL (RETRACTO)

In accordance with Article 47 of Law 1480 of 2011, when purchasing through our online store (distance selling), you have the right to withdraw from your purchase without any justification.

1.1 Deadline to Exercise Withdrawal

You have five (5) business days counted from the date of product delivery to exercise this right.

1.2 Conditions for Withdrawal

• The product must be in the same condition in which it was received: unused, with original tags, and in its original packaging.
• You must keep the invoice or proof of purchase.
• The shipping costs for returning the product must be assumed by the consumer, as per law.

1.3 Refund

Once the product is received and verified, we will refund 100% of the value paid for the jewel, without deductions or discounts, within a maximum period of fifteen (15) calendar days from the moment the right is exercised.

2. RETURN FOR DEFECTIVE PRODUCT (WARRANTY)

If the product has a manufacturing defect or quality issue, you have the right to request:

• Repair of the product at no cost (first legal option).
• Exchange for an identical product or one with similar characteristics (if repair is not possible).
• Full refund of the money paid (if the defect persists or repair is not possible).

In these warranty cases, Silver Elephants will assume the corresponding shipping costs.

3. PAYMENT REVERSAL

According to Article 51 of Law 1480 of 2011, if you made your purchase using a credit card, debit card, or another electronic payment instrument, you may request the reversal of the payment in the following cases:

• Fraud or unauthorized transaction.
• Unsolicited operation.
• The product was not received.
• The product delivered does not correspond to what was requested.
• The product arrived defective.

To exercise this right, you must file a complaint with us and notify the issuer of the payment instrument within five (5) business days following knowledge of the event.

4. CASES WHERE RETURNS DO NOT APPLY

According to the law, NO exchanges or returns will be accepted in the following cases:

• Customized products: Engraved jewelry, special sizes, or items made according to specific customer specifications (Article 47, numeral 3, Law 1480).
• Personal use products: For hygiene and health reasons, certain earrings or piercing jewelry that have been used cannot be exchanged (except for quality defects).
• Used or damaged products: Jewelry showing signs of use, scratches, odors, or damage caused by consumer misuse.
• Outside the deadline: Requests made after the times established by law.

5. PROCEDURE FOR REQUESTS

To request an exchange or return, follow these steps:

1. Contact us within the corresponding period via:
   • 📱 WhatsApp: +57 312 594 0960
   • 📧 Email: comercial@silverelephants.com
2. Indicate your order number and the reason for the request (withdrawal, exchange, or warranty).
3. Send clear photos of the product and its current condition.
4. Our team will evaluate your request and guide you through the next steps within a maximum of three (3) business days.
5. If applicable, we will provide instructions for shipping the product to our address in Bogotá D.C.

6. DELIVERY TIMES AND DELAYS

In accordance with Article 50 of Law 1480 of 2011, if the delivery of your order exceeds thirty (30) calendar days without justification or the product is not available, you may:

• Unilaterally resolve the contract.
• Obtain a refund of 100% of the sums paid without any deduction within a maximum period of 30 days.

7. CONSUMER PROTECTION AUTHORITY

If you consider that your rights as a consumer have been violated, you can turn to the Superintendencia de Industria y Comercio (SIC):

• Website: www.sic.gov.co
• National toll-free line: 01 8000 910 165

2025 Silver Elephants
Bogotá D.C., Colombia
Quality and Trust