Exchanges:

If you would like to exchange a product or change the size of one you purchased, you may do so within sixty (60) calendar days of the purchase (or the day you received the product, in the case of an online purchase). To make the exchange at our physical point of sale in Bogotá, please message us beforehand via WhatsApp at 310 5795271 to verify product availability and authorize the exchange. After this, you may come to the point of sale with the product you wish to exchange and the invoice to complete the process. The exchange must be made by the same person who made the purchase. If someone else is to do it, the person who placed the order must authorize the exchange for another person, providing us with the name and ID number of the person who will be coming.

You may also perform an exchange via courier service. To do so, please write to us on WhatsApp at 310 5795271, letting us know you want to exchange a product, which item you would like to exchange it for, and in what size (please check the online catalog for this), and we will get in touch with you to coordinate the shipment of the initially purchased product and the new product to be exchanged.  

Exchanges may be made for products of a lower, equal, or higher value than the one initially purchased. In the case of a lower-value product, we will provide you with a voucher for the difference in value between the two products. In the case of a higher-value product, you must pay the difference.

For exchanges that require the shipment of the initially purchased product and where there is no factory error (such as size exchanges), the shipping costs are the responsibility of the customer. The new product will be sent once Joe Hawkins has received the returned product to our satisfaction in perfect condition.

 

Returns:

You may return the product you purchased and request a refund for any reason within thirty (30) calendar days of your purchase (or the day you received the product, in the case of an online purchase). The product must be in perfect condition. 

Product returns can be made at our physical point of sale or via courier. In either case, you must first write to us via WhatsApp at 310 5795271 indicating that you wish to make a return and which product you wish to return, and we will contact you to coordinate the shipment or delivery of the initially purchased product and the refund.

Refunds will only be made to an account in the name of the person who made the purchase. Cash refunds will not be issued. 

In the case of returns that require the shipment of the initially purchased product via courier, this cost must be borne directly by the buyer. The refund will be processed once we receive the product and verify its condition.

 

Exchanges and returns due to factory defects.

Our products carry a sixty (60) calendar day warranty against factory defects, starting from the day of purchase or the day you received them, in the case of an online purchase. In these cases, you may request a repair of the product, an exchange for another product, or a refund of your money. In the case of repair or exchange, Joe Hawkins will have a period of ten (10) business days to carry it out after the pickup or delivery of the product covered by the warranty.

To do this, you must write to us on WhatsApp at 3105795271, providing your name, the issue with the product, and attaching photos of the product where the defect is visible, and we will contact you to coordinate the shipment or delivery of the initially purchased product for review.

Joe Hawkins will assume the cost of shipping the initially purchased product. If it is an exchange, we will assume the cost of shipping the new product, which will be sent after we receive the initially purchased one back.

Such exchanges will only proceed in the event of an obvious factory error. Joe Hawkins is not responsible for damages to products caused after the purchase due to the responsibility of the customer or third parties. In all cases, the product must be in good condition (except, of course, for the damage that motivates the exchange or return).

Joe Hawkins is not responsible for damages or losses of products sent by the customer to Joe Hawkins for returns or exchanges. Any of these events will be the responsibility of the buyer.

 

Vouchers.

A refund may be requested for the purchase of a voucher within thirty (30) calendar days of its purchase. Our vouchers are not redeemable for cash.