Refund policy

We recommend you read this document carefully. By merely browsing our website or purchasing any of our products, you will be fully accepting the conditions set forth below.

Right of Withdrawal:

You have the right to withdraw from the purchase you made on our website. You have five (5) business days from the delivery of the product to exercise this right.

To do so, please follow these steps:

Write to us at Hola@lugolugo.com and indicate your intention to exercise the right of withdrawal along with your order number or purchase invoice number.

Ensure that the product is new, unopened, unused, and with all its original packaging, parts, accessories, and attached tags.

The refund will be made to the same payment method you used at the time of purchase, within thirty (30) days following the date we receive the product in the mentioned conditions, without applying discounts or withholdings.

You must bear the cost of transportation and other expenses incurred in the return.

Please note that personal use items, such as swimsuits, masks, and face coverings, are exempt from the right of withdrawal.

At Lugó Lugó, all our products are made with excellent quality standards.

You must read the instructions for use and washing and the warning labels attached to the product carefully for its proper use and care. Note that some designs have an artisanal process that allows for unique and irregular finishes within the same reference.

Garments have a warranty of two (2) months from the date of product delivery.

For any warranty, the product goes through a review process by the quality department of Lugó Lugó.

All requests will be addressed within a maximum of fifteen (15) business days following the receipt of the product. Therefore, note that the product will be sent to the workshop for diagnosis and repair (if applicable).

The repair process will be carried out within thirty (30) business days from the day following the receipt of the request.

The approval response to the warranty will be subject to the result of the review conducted by Lugó Lugó, as the warranty is voided if:

• The detailed instructions on the label were not followed.
• The garment comes into contact with chemicals that cause discoloration of the fabrics.
• The garment comes into contact with bleach or detergents containing bleach.
• Wear and tear from use or if the product was altered or modified.

If it is found that the product does have manufacturing or quality defects, and therefore the warranty request is approved, the warranty can be fulfilled with the repair of the garment or the exchange for one of the same reference. If the same reference is not available, you can choose one with similar characteristics or request that the value of the defective garment be recorded as a credit (Gift Card) that can be used for a future purchase.

The GIFT CARD will be valid for 3 months from the date it is issued.

Warranty Claim Requirements:

The customer must present verbally or in writing, without prejudice to what is established in article 58 of Law 1480 of 2011.

Proof of purchase must be provided, without prejudice to what is established in article 27 of Law 1480 of 2011.

The defect of the product must be described in the warranty form and sent to the address: Carrera 37 # 10 - 29, Medellín, Colombia, to initiate the quality process. Lugó Lugó will respond to claims within a maximum term of 15 business days, as ordered by article 58 of Law 1480 of 2011; in any case, and if the warranty is effective, it will proceed as follows: Lugó Lugó reserves the right to accept garments after analyzing the product. The garment must be delivered in good hygienic conditions, clean and dry.

To obtain a prompt response to your warranty request, you can contact us directly at hola@lugolugo.com.

If the product warranty applies, the total repair of the garment or exchange will be carried out if applicable.

If the product warranty does not apply, the customer will be informed, and an agreement will be reached for the shipment of the item.

Garments have a sixty (60) calendar day warranty period on manufacturing defects. Defects or flaws due to incorrect use or handling of the material or wear and tear from normal use (washing, contact with chemicals, detergents, bleach causing fabric discoloration, altered or modified product) will not be recognized as a warranty.

If the quality department determines that the warranty request has been denied, the customer has a time limit of thirty (30) days from the notice of the determination to collect the item at the address where it was sent. After that period, Lugó Lugó is not responsible.

If the warranty is accepted, the exchange will be made at the physical store or via the email hola@lugolugo.com.

There will be no cash refunds for exchanges and/or warranty requests. Exchanges are only made for products or a Lugó Lugó Gift Card. The refund of money due to warranty effectiveness only proceeds when it is impossible to replace or exchange the item, in which case the actual sale price paid will be refunded.

Money refunds only apply when exercising the right of withdrawal for purchases made through our stores in person or online.

Exchange Procedure:

Please contact our customer service department at the email address Hola@lugolugo.com, attaching the purchase invoice, order number, or the buyer's ID number.

We will coordinate the collection of the product with the carrier company, for which we will send you the respective guide. The address for collecting the product will be the one registered in the purchase process. You must print the guide and deliver it along with the properly packaged product to the carrier company on the scheduled and previously informed date and time.

Once the product is received, we will proceed with its review, and via email within the next three (3) business days, we will inform you if the exchange is approved or not. If the exchange is not approved because the received product does not meet the previously indicated conditions, it will be returned to the same address registered in the purchase process.

If the exchange is approved and the reason is due to size, color, or reference, we will proceed with the shipment of the new product to the address registered in the purchase process. The cost of this shipment must be paid by the customer. If it is not possible to make the exchange due to lack of inventory, a voucher for the purchase value will be generated, which we will send via email, and can be redeemed in our online store.

The exchange or return procedure will be carried out within a maximum term of twenty (20) business days.

Discounted Items:

Discounted items are non-refundable and cannot be returned or exchanged.

All final sale items are indicated as such in the product description.