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The refund will be processed through the same method used by the customer for the original purchase.
The documents that Payless will request for the refund are as follows: a formal email requesting the refund, a scanned copy of the identification document of the person who made the transaction (both sides), the full name of the account holder, the account number, the type of account, the bank where the account is held, the address, city of residence, and phone number of the account holder, a bank certification, and/or authorization from the third party who made the transaction.
The timeframes for the refund to reflect in your account are as follows:
- Cash payments: 3 to 5 business days, starting from the customer's communication and provision of complete information. The customer must bear the costs or expenses for the refund when it is a cash payment: for example, Efecty or GanaGana.
- Bank deposit or PSE: 3 to 5 business days, starting from the customer's communication and provision of complete information.
- Addi, Sistecrédito, su+Pay: 15 to 20 business days, the credit is reversed with the entity, either partially or fully, depending on the case.
- Credit cards: 25 to 30 calendar days (depending on the bank that issued the credit card, with no responsibility on Payless for any delays by the financial institution).
The above will apply to refunds in cases where an exchange or warranty claim is not possible. It will also apply when the refund is the result of requests stemming from the right of withdrawal (provided that the legal conditions are met), in accordance with the conditions set out in the relevant policies and the terms described on the website.
For payment reversals, the participants in the payment process will have a period of 15 business days to make it effective.
Once the refund is processed, the customer will be notified via email or through the contact method provided by them.
