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Arte y Manos Colombianas

Legal pages

Payment reversal

Structured draft — pending legal review before launch.

1. When it applies

Under article 51 of Colombian Law 1480 of 2011, when the purchase was made with a credit card, debit card or other electronic payment instrument, you may request a payment reversal in these cases: (a) fraud; (b) unsolicited transaction; (c) product not received; (d) delivered product that does not match what was ordered or is defective.

2. How to request it

Within five (5) business days of becoming aware of the issue, you must: (1) file a complaint with us at [CONTACT EMAIL] indicating the order number and the cause; and (2) notify the issuer of your payment instrument so it can process the reversal.

3. Our commitment

We will handle each complaint with a record of date, cause and resolution in the order history, and we will cooperate with the issuing entity in processing the reversal when applicable.