At Mombora, we strive to ensure customer satisfaction. If for any reason you are not completely satisfied with your purchase, we offer return and exchange options according to the following conditions:
General Conditions:
- Garments must be in perfect condition, unworn, with all tags and panty liners intact.
- The deadline to request a return or exchange is 30 days from the date of purchase.
Returns for Defective Products:
- If the product has manufacturing defects, Mombora will assume the shipping costs of both the return and the new shipment.
- To initiate the process, contact our customer service team via WhatsApp at +573012957059 or by email at mombora@mombora.comm within 30 days of purchase.
Changes by size:
- If you wish to change the size of the garment, the return shipping costs and the new shipment will be assumed by the customer, at a cost of 10,000 Colombian pesos each.
- To request an exchange, please contact us via WhatsApp at +573012957059 or by email at mombora@mombora.comm within 30 days of purchase.
Return or Exchange Process:
- Contact our customer service team providing your order number and details of the product you wish to return or exchange.
- Our team will provide you with detailed instructions on how to ship the product back to our facilities.
- Once we have received the product and verified its condition, we will proceed accordingly:
- For returns for defective products: We will ship a replacement product at no additional cost or provide a full refund, depending on your preference.
- For size exchanges: We will send you the new size requested once we have confirmed payment of the corresponding shipping costs.
Restocking fees:
At Mombora, we do not chargerestocking fees. Shipping costs are only applied in case of size changes, which are assumed by the customer. For returns due to manufacturing defects, Mombora covers all shipping costs.
Refunds:
- If you opt for a refund, the refund will be made to the same payment method used for the purchase and may take up to 30 calendar days.
- Alternatively, you can request that the refund be made to your bank account, for which we will need the following information from you:
- Name of account beneficiary
- Type and identification number
- Name of financial institution
- Account number and type of account (savings or checking)
This process can take up to 5 working days from the reception of the information and the product.
Additional Considerations:
- We do not accept exchanges or returns of pantyhose, panties, balaclavas or boxers for hygienic reasons, except when they present factory defects.
- Cash on delivery shipments are not accepted; the customer must assume the corresponding shipping costs according to the applicable policy.
- Claims related to exchanges and returns will be accepted up to 2 months after the process has been initiated.
Cancellations:
- If you wish to cancel your order before it is shipped, please contact us via WhatsApp at +573012957059 Monday through Friday from 9:00 a.m. to 6:00 p.m. and Saturday from 8:00 a.m. to 1:00 p.m.
- If the order has already been shipped, you must wait to receive the product and then follow the returns or exchanges procedure mentioned above.
For more information, please visit our Return and Refund Policy page:
