Protocol for requesting a refund of money paid

In what cases can a refund of the amount paid be requested?

1. When the purchased product has not been delivered within the established delivery times.
2. When the delivered product does not match the one purchased.
3. When the delivered product is defective.
4. When the consumer has suffered fraud.
5. When the charge or payment for the products corresponds to an operation that was not requested by the consumer.

What are the requirements for a Payment Reversal to proceed?

1. That the purchase was made through a non-face-to-face sales channel (telephone sales, dandiklub.shop, WhatsApp).
2. The purchase must have been paid using a credit card, debit card, or any other electronic payment instrument.
3. You must ensure that the items you purchased have not been opened or used, are in optimal condition, and include their original packaging and untagged labels.
4. Submit the Reversal request promptly. That is, within five (2) business days following:

• The maximum estimated date in the delivery times (15 business days).
• The date on which the customer received a dandiklub.shop product that was defective or did not match the one purchased.
• The date on which the customer learned that they were a victim of a fraudulent operation or a payment that was not requested by them.
• The Payment Reversal request must be made by the purchase holder or the payment method holder through our service channels:

Refund Form

WhatsApp: +573012485612

Email: https://clientes@dandiclub.shop

The consumer must proceed as follows:

1. Send your request through one of the aforementioned means.
2. This request must contain the following information:

• Consumer information: Name and Surname – Type and number of document – Contact telephone number – Payment method)
• Reasons supporting the request for payment reversal (this must correspond to one of the aforementioned causes)
• Amount for which the reversal is requested
• Information of the bank account, credit card, or payment instrument to which the transaction was charged.
• In accordance with the right of withdrawal enshrined in Law 1480 art. 47. Remember that the maximum term for you to exercise it is (5) business days from the delivery of the goods, but the products sold by dandiklub.shop are highly perishable products on which for hygiene and consumer protection reasons the withdrawal period cannot be longer than 24 hours, that is, one (1) business day from the delivery of the goods, in applicable cases.
  

dandiklub.shop will process the refund within the following (30) calendar days, once the right of withdrawal is accepted.