Product Exchanges

To request an exchange for a product purchased through FILAMENTAL®’s website, the following conditions apply:

• MAKE YOUR OWN products are not eligible for exchanges.

• If an exchange request is submitted before FILAMENTAL® has shipped the order to the customer’s specified address, the exchange may be processed, provided that the requested product is available. This does not apply to BY ME products, which are non-exchangeable.

• If the order has already been shipped, the exchange will only be accepted under the following conditions:

1. The customer must cover all shipping costs associated with the exchange, including the return shipping of the original product and the shipping of the new item.

2. The item must be in perfect condition, including its original packaging and any secondary packaging.

3. The requested replacement product must be available in stock.

These conditions do not apply to BY ME products, as they cannot be exchanged under any circumstances.

Product Warranty

All products sold through FILAMENTAL®’s website are covered by a two (2) month warranty, unless otherwise stated by the Colombian Superintendence of Industry and Commerce. This is in accordance with Article 8 of Law 1480 of 2011, which establishes that the legal warranty period will be determined by law or by the competent authority. In the absence of a mandatory provision, the period stated by the manufacturer or supplier shall apply.
The warranty period begins on the date of product delivery to the customer.

How to Request a Warranty Claim

Customers wishing to make a warranty claim for a product purchased through FILAMENTAL®’s website must contact us at info@filamental.shop Please note that the warranty process is subject to Decree 735 of 2013 and must follow these steps:

1. Submit the warranty request through the designated channels, specifying the product defect and providing the purchase date.

2. The customer must return the product to FILAMENTAL® through the specified channels. If applicable, FILAMENTAL® will cover the shipping costs.

3. Once FILAMENTAL® receives the product, a technical inspection will be conducted. If the claim is valid, the product will be repaired free of charge, and necessary replacement parts will be provided within a maximum of 30 business daysfrom the date of product reception.

If the product cannot be repaired, the customer will have the option of a replacement or a full refund.

If the claim is deemed invalid, FILAMENTAL® will provide the customer with a written explanation and supporting evidence.

FILAMENTAL® guarantees the legal compliance of all products sold through its website, ensuring that they meet the required standards of quality, durability, and safety.

Warranty Exclusions

The legal warranty does not cover:

• Scratches, dents, or marks caused by normal wear and tear.

• Damage resulting from drops, improper storage, or unauthorized repairs.

• Alterations or damage due to third-party modifications not authorized by FILAMENTAL®.

• Issues caused by failure to follow care and maintenance instructions.

Once the warranty period has expired, any costs related to diagnosis, repairs, or replacement parts will be the responsibility of the customer.

Website Access Rights

FILAMENTAL® reserves the right to restrict, suspend, or terminate access to this website or any of its features at any time, without prior notice.