At Makü, we strive to ensure that every shopping experience is satisfying and that our products arrive in perfect condition. However, we understand that situations may arise where returns, exchanges, or refunds are required.

1. Return deadlines

• Domestic purchases (Colombia): customers may request a return or exchange within 5 business days after receiving the order.

• International purchases (United States, Europe, South America): customers may request a return or exchange within 14 calendar days after delivery.

Note: After these periods, we will not be able to accept returns or issue refunds unless the product is defective.

2. Conditions for acceptance

For a product to be eligible for return or exchange, it must meet the following conditions:

• Be in the same condition as received (new, unused, unwashed, undamaged).

• Include original tags, packaging, and any accessories.

• Provide proof of purchase (invoice or order number).

• Sale, customized, or intimate use products (e.g., underwear, personal care items) are non-returnable unless defective.

3. Defective or damaged products

If an item arrives with manufacturing defects or transportation damage, customers must notify us within 3 business days of receipt.

• In this case, Makü will cover the shipping costs for the return and replacement.

• Customers may choose between: (a) replacement of the product at no additional cost, or (b) a full refund.

4. Shipping costs

• Domestic returns: the customer will cover the shipping costs, unless the return is due to Makü’s error or a defective product.

• International returns: the customer will cover shipping expenses, customs duties, or taxes generated by the return.

• Refunds will only apply to the product value, not the original shipping fees.

5. Return procedure

1. Send an email to hello@maküorigen.com with the subject: Return Request; Order Number.

2. State the reason for the return or refund.

3. Attach photos of the product if defective or damaged.

4. Our team will confirm approval of the return and share the return shipping address.

6. Refunds

• Once the returned item is received and inspected, we will notify the customer of approval or rejection of the refund.

• Approved refunds will be processed within 10 business days using the same payment method used for purchase.

• The time it takes for funds to appear in the customer’s account depends on their bank or payment provider.

7. Exchanges

Instead of a refund, customers may request an exchange for another product of the same value or a higher value (paying the difference).

8. Contact

If you have any questions about our Return & Refund Policy, please contact us at:

hello@maküorigen.com