Return, Exchanges and Warranty Policy

Return, Exchanges and Warranty Policy No.1-2018

Return and Exchanges PolicyIf you select a wrong size, you may return and exchange unworn merchandise at any Payless ShoeSource Store. 

You may also mail unworn merchandise to receive (I) merchandise credit for use on the site or (II) a complete refund.  To use this option you must contact Customer Service by phone +57 310 476 1511 or email: servicioalclientecolombia@payless.com

To make a return and exchange at any Payless ShoeSource Store, you must present:

  1. The item to be returned. Item(s) must be returned in the original box (packaging) and unworn. Items with damages or loss of any kind with indicates natural wear or misuse are not accepted
  2. The item must be returned within 30 business days of purchase (business days are counted as Monday – Friday).
  3. The original sales receipt or a copy of your Confirmation Email.
  4. One form of personal identification and the credit card used for the original purchase.

The customer may replace the product in store for:

  1. The same item in a different size if it is available in the store.
  2.  A different item available in the store with the same price.
  3. A different item available in the store with a higher price (in which case the customer will pay the difference).
  4.  Payless ShoeSource won’t refund the money difference if the customer chose a different item of a lower price than the original.

If you choose to return the item to receive merchandise credit or a refund of the price of the item that you are returning, which can only be used on the site, you must:

  1. Contact Customer Service at +57 310 476 1511 or email servicioalclientecolombia@payless.com within 30 business days of purchase and specify if you prefer to receive a merchandice credit or the complete refund of your money.
  2. Mail the order to the following location: Payless ShoeSource, CC Plaza Central, CRA. 65 #11-50, LOCALES 2-36,2-37, 2-38 Y 2-39, Bogota, Colombia.  
  3. The expense to mail a return is payable by the customer.
  4. Once your item is received and processed at the fulfillment center, you will receive an email from Customer Service that will include your paylesscolombia.co merchandise credit code for the amount of money actually paid for the item and/or the refund of your money to the credit card that was used during the purchase.  The site merchandise credit can then be used at check-out for a future purchase on the site within 90 calendar days. 
  5. Site merchandise credit will be for the purchase price of the items, excluding any shipping expenses.
  6. Customer may purchase a replacement item on the site and use the site merchandise credit code at check-out to purchase the new item within 90 calendar days.
  7. Site merchandise credit can only be used on the site and will not be valid in a Payless ShoeSource Store location. 

The customer may replace the product on the site for:

  1. The same item in a different size if it is available on the site.
  2. A different item available on the site with the same price.
  3. A different item available on the site with a higher price (in which case the customer will pay the difference).
  4. The site merchandise credit won’t refund any money difference if the customer chooses a different item of a lower price than the original.
  5. Any shipping expenses for the new order must be paid by the customer if the site merchandise credit amount is not enough to pay for shipping of the new order.

Warranty Policy

If the item has a manufacturing defect, you may return and exchange the merchandise at any Payless ShoeSource Store in Colombia or by mail within 30 business days (Monday-Friday counted as business days).  You may also return and exchange the merchandise to our fulfillment center to receive paylesscolombia.co merchandise credit for use on the site within 90 days.  To use this option you must contact Customer Service by phone +57 310 476 1511 or email servicioalclientecolombia@payless.com  All items have a warranty for 30-business day counted from the date of purchase of the item.

 

To apply the warranty in any Payless ShoeSource Store, you must present at store:

  1. The damaged item must be returned and be under the 30-business day warranty.
  2. The original sale receipt or a copy of your Confirmation Email.
  3. One form of personal identification and the credit card used for the original purchase.

Payless ShoeSource may replace or repair the item which has developed a fault during the warranty period as a result of a defect in design or manufacturing.  The store administrator will evaluate the item and decide if it qualifies for replacement due to a manufacturing defect.

The new exchanged item has a warranty for 30 business day counted from the date of the replacement, and will be applicable for the same Warranty.  In case the new exchanged item presents hidden or existing damaged, our store administrator will evaluate the item and decide if it qualifies for refund, using the amount of money actually paid.

To apply the warranty, by mail you must:

  1.  Contact Customer Service at +57 310 476 1511 or email servicioalclientecolombia@payless.com within 30 business days counted from the date of purchase. 
  2. Mail the order to the following location: Payless ShoeSource, CC Plaza Central, CRA. 65 #11-50, LOCALES 2-36,2-37, 2-38 Y 2-39, Bogota , Colombia. 
  3. The expense to mail a return is payable by the customer. Customer is responsible for the package during the delivery back to Payless. Once the order package has been received by Payless during the return process, Payless assumes respos
  4. Once your item is received by Payless, a Customer Service associate will evaluate the item and decide if it qualifies for replacement due to a manufacturing defect.  If an item qualifies, you will receive an email from Customer Service that will include your paylesscolombia.co merchandise credit code for the amount of money actually paid for the item and including any shipping of the original order.  If an item does not qualify for replacement due to a manufacturing defect, you will receive an email from Customer Service that will include your paylesscolombia.co merchandise credit code, if any is applicable, for the amount of money actually paid for the item and excluding any shipping of the original order.
  5. The site merchandise credit can then be used at check-out for a future purchase on the site within 90 calendar days and is not valid in a Payless ShoeSource Store location.
  6. Site merchandise credit will be for the purchase price of the items, including any shipping expenses for the original purchase of the order if the item qualifies for replacement due to a manufacturing defect.
  7. Customer may purchase a replacement item on the site and use the site merchandise credit code at check-out to purchase the new item within 90 calendar days.
  8. Site merchandise credit can only be used on the site and will not be valid in a Payless ShoeSource Store location. 

The customer may replace the product on the site for:

  1. The same item in a different size if it is available on the site.
  2. A different item available on the site with the same price.
  3. A different item available on the site with a higher price (in which case the customer will pay the difference)..
  4. The site merchandise credit won’t refund any money difference if the customer chooses a different item of a lower price than the original.
  5. Any shipping expenses for the new order must be paid by the customer if the site merchandise credit amount is not enough to pay for shipping of the new order.
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