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Return, Exchanges and Warranty Policy No.1-2018
Exchanges and Returns. You can return and exchange merchandise that has not been used, worn, washed, damaged, or previously exchanged due to preference, which includes size, color, or reference, at any Payless ShoeSource store. You can also return unused merchandise to our distribution center to receive (I) credit for the value of the merchandise for use on the website or (II) a refund for the value of the merchandise you are returning. To use this option, you must contact customer service by phone at +57 310 476 1511 or email: servicioalclientecolombia@payless.com.
To make an exchange at any Payless ShoeSource store, you must consider the following aspects:
- The item to be returned. Items must be returned in their original box (packaging) and must not have been used. Items with any damage or losses, indicating normal wear and tear or misuse, will not be accepted.
- Send via courier/shipping company the product(s) from the purchase order made on the Payless Colombia website to the Payless store indicated by the customer service agent.
- Identify the purchase made. In order to validate the request, we will identify the purchase that was made; therefore, we appreciate if you provide the following details: sales channel used—store or e-commerce, identification of the buyer with their ID number, purchase date, product purchased, purchase amount, among others that you deem relevant. Alternatively, you may provide the original purchase receipt or a copy of the purchase confirmation email to obtain the same. If you do not have it, we will perform a search using the information provided.
- Personal identification of the requester and the payment method used during the original purchase.
The customer may replace the product in store for:
- The same item in a different size if it is available in the store.
- A different item available in the store with the same price.
- A different item available in the store with a higher price (in which case the customer will pay the difference).
- Payless ShoeSource won’t refund the money difference if the customer chose a different item of a lower price than the original.
Warranty Policy
If the item you purchased presents any quality or suitability issues, and you have complied with all care recommendations, and the warranty period offered has not expired, you may process your warranty claim.
Please remember that the warranty period will be 60 calendar days from the product delivery date.
In such case, we invite you to contact Customer Service at phone number +57 3104761511 (from 8:00 a.m. to 1:00 p.m. and from 2:00 p.m. to 5:00 p.m., Central Time Monday to Friday) or send an email to ServicioAlClienteColombia@Payless.com. You may also submit warranty claims through physical stores which will follow the corresponding procedure.
To submit a warranty claim, you must consider the following aspects:
- The item to be returned. Items with any type of damage or loss indicating natural wear will not be accepted. Product misuse by the customer or third parties outside Payless ShoeSource will not be accepted. Products showing physical damage or alterations including, but not limited to, wear, scratches, scrapes, breaks, impacts, dye applications, modifications, etc., will not be accepted.
The warranty for purchased products is strictly limited to manufacturing defects and damages attributable to product quality and suitability. - Items must be returned within 60 calendar days following the product delivery date. For e-commerce purchases, the period will be counted from the delivery date recorded by the courier company in the order receipt or shipping document.
- Identify the purchase made. To validate the claim, purchase verification will be conducted. Please provide: sales channel used (store or e-commerce), buyer identification number, purchase date, purchased product, purchase amount, and other relevant information. Alternatively, you may provide the original purchase receipt or a copy of the purchase confirmation email. If unavailable, we will conduct a search with the provided information.
- Personal identification of claimant and payment method used in original purchase.
PROCEDURE FOR WARRANTY CLAIMS:
- If the claim was submitted at Payless stores or through Customer Service channels, the customer will receive a Warranty Claim Form to complete and sign.
- We will then verify that information is complete and the claim is submitted within the established period.
If incomplete, we will respond indicating specific missing information for correction. The process will continue once received.
If submitted late, you will receive response through your indicated contact method. - Payless may repair or replace items that develop failures during the warranty period due to design or manufacturing defects. The store manager or customer service will evaluate the item and determine if it qualifies for repair/replacement due to factory defects.
- If qualifying for replacement with a new product, the replacement item will be delivered with a new 60-calendar day warranty from the replacement date. If the replacement item presents hidden or existing damages, the same procedure outlined here will apply.
For exchanges in the store, in the case of promotional and discounted prices granted in the original transaction, if you wish to exchange an item that had a promotional price, you must exchange it for the same item in a different size to ensure the price is honored. If you want a different item (reference), the new item should ideally be marked at the same original price. If not, a merchandise credit will be issued for the amount you were charged (promotional price), and any excess amount will be your responsibility.
Exceptionally, when the product search has been exhausted nationwide and it has not been possible to exchange the item due to lack of size or reference, the customer may request a refund of the paid amount.
Every sale made should be considered as a final sale; therefore, no product or money returns will be accepted unless supported by contract, law, or order of a competent authority. Such refunds, in any case, will be made without any interest, premiums, or additional amounts, and all shipping costs incurred will also be deducted if there is no legal prohibition.
Please consider our money-back policy.
If you decide to return the item to receive a merchandise credit to be used exclusively on the website or request a full refund of the canceled item's value, you must:
- Contact customer service at +573104761511 or email: servicioalclientecolombia@payless.com within 30 calendar days from the date of product delivery and indicate whether you are requesting credit to be used on the website or a refund.
- Send the product via courier/shipping company to CC Plaza Central, CRA. 65 #11-50, LOCALES 2-36, 2-37, 2-38 Y 2-39, Bogota, Colombia.
- Cover the shipping costs for the package being returned. Likewise, it will be the customer’s responsibility for anything that happens to the package during transit until it is effectively delivered to Payless. Payless will take custody once the package has been officially received.
- Once your item is received and processed at the distribution center, you will receive an email from customer service that includes your merchandise credit code for the amount you paid for the item or the refund of the money the customer paid for the item back to the payment method used during the purchase. The site merchandise credit can be used later at checkout for a future purchase on the website for up to one (01) year without any extension.
The site merchandise credit will be for the purchase price of the items, excluding shipping costs. Once the validity period has expired, it will expire without any refund of money.
The customer can purchase a replacement item on the site and use the merchandise credit code at checkout to buy a new item.
The Site Merchandise Credit can only be used on the site and will not be valid in any Payless ShoeSource store.
The customer can replace the product on the site with:
- The same item in a different size, if available on the site.
- A different item available on the site at the same price.
- A different item available on the site at a higher price (in which case the customer will pay the difference).
- The site merchandise credit will not refund any money difference if the customer chooses a different item at a lower price than the original.
The shipping costs of the new order must be paid by the customer if the site merchandise credit amount is insufficient to cover the shipping of the new order.
