Shipping and Returns

I. PRODUCT DELIVERY

THE COMPANY undertakes to deliver the product in perfect condition to the address specified by the USER in the order form, which must be within the Territory. To optimize delivery, we appreciate it if the USER provides an address where the order can be delivered during regular business hours.

THE COMPANY will not be responsible for errors in delivery if the delivery address entered by the USER in the order form does not match reality or has been omitted.

THE COMPANY informs the USER that it is possible for a single order to be split into multiple deliveries.

II. DELIVERY TIMES

All orders are dispatched on business days. Our carrier partners only collect and deliver during business days and hours, so Saturdays, Sundays and public holidays do not count.

  • Colombia: between 1 and 4 business days.
  • Mexico: up to 10 business days in urban areas and up to 20 business days in rural areas and secondary or tertiary cities and counties.
  • United States: between 4 and 10 days, according to the assigned carrier's transit times.

Delivery time starts counting once your order has been paid in full. Credit card payments may take up to one (1) business day to be approved.

These timeframes are estimates and may vary for logistical or force majeure reasons. If there is a delay we will let you know as soon as we are aware of it. Each delivery is considered made from the moment the transport company makes the product available to the USER, as evidenced by the control system used by the transport company. Delays will not be considered in cases where the order has been made available to the USER within the agreed timeframe and could not be delivered for reasons attributable to the USER.

Once the order leaves our warehouse, you will receive an email notifying you that your order has been accepted and is being shipped, with the tracking number. For security reasons, THE COMPANY will not send any orders to P.O. boxes or military bases, nor accept any orders when it is not possible to identify the recipient of the order and their address.

III. DELIVERY DATA, UNDELIVERED ORDERS AND LOSS

If the USER is absent at the time of delivery, the carrier will leave a notice indicating how to proceed for a new delivery. THE COMPANY contracts, as part of the courier delivery service, a series of tracking actions aimed at ensuring that delivery takes place.

If, after 24 business hours from the dispatch of the order, the delivery has not been arranged, the USER must contact THE COMPANY. If the USER fails to do so, after 36 business hours from the dispatch of the order, it will be returned to our warehouses, and the USER must bear the shipping and return costs of the merchandise, as well as any associated management expenses.

IV. DILIGENCE IN DELIVERY

The USER must check the good condition of the package with the carrier who, on behalf of THE COMPANY, delivers the requested product, indicating any anomalies that may be detected in the packaging on the delivery note.

If, subsequently, after checking the product, the USER detects any issues such as damage, breakage, signs of being opened, or any damage caused during shipping, the USER agrees to report it to THE COMPANY via email as soon as possible, within the next 24 hours from delivery. After that time, no incidents of this type will be addressed (only warranty-related issues).

V. RIGHT OF WITHDRAWAL

You may exercise your right of withdrawal within five (5) business days of receiving the product, provided that:

  • the product has not been used;
  • it keeps its original packaging, labels and seals intact;
  • it is in perfect condition, with all its accessories, the manual and the warranty.

To exercise it, email hola@creaycocina.com before the period expires, quoting your order number. We will confirm the address to which the product should be sent or delivered. The shipment must be made in the same box in which it was received, including a copy of the delivery note indicating the reason for the return.

VI. REFUNDS

Refunds are issued only in withdrawal cases, and are made to the same payment method used for the purchase, for the value of the product. Outside withdrawal cases we do not issue cash refunds.

Return shipping costs are borne by the customer, except where the product delivered is defective or is not what was ordered: in those cases we also refund the shipping. For defective products we need photographic evidence.

We process the refund within three (3) business days of confirming the product has arrived at our warehouse.

VII. PRODUCTS WITH NO EXCHANGE OR RETURN

As provided by law, for biosafety reasons the Magic Packs (packaging) and Crea & Cocina lines (dusts, glitter, sprinkles, colourings and other utensils and spare parts) are not eligible for exchange, return or refund.

VIII. WARRANTY

The warranty on Revolución Crea equipment starts on the delivery date and runs for one (1) year in Colombia and three (3) months in Mexico and the United States. Cover, conditions and exclusions are set out in our warranty policy.