Refund policy

Refund Policy

EXCHANGES & RETURNS POLICY

We offer a 30 calendar-day period for returns due to warranty issues or exchanges, starting from the date your order was delivered to the address provided at checkout. You must notify us of the return before this period expires through one of our customer service channels:

1. Email

Send an email to real.basics24@gmail.com with the subject line PRODUCT RETURN.

Please include your contact details (name, phone number, email), your order number, and the reason for the return.

If requesting a warranty claim, please include photos of the garment if available.

We will contact you within three (3) business days.

2. Customer Service Line

Contact us via WhatsApp at (+57) 333 280 7578, indicating the reason for the return and your order number.

If requesting a warranty claim, please include photos of the garment if available.

Eligibility Conditions for Returns

Garments must be unused, in the same condition in which they were received, and must retain original tags and labels attached.

This applies to all products available on our website.

Conditions for Size or Style Exchanges

Size and style exchanges are accepted provided that:

  • The product meets the return eligibility conditions.

  • Inventory is available at the time of the exchange.

If the requested item is unavailable, the garment's value will be issued as a store credit coupon for use in our online store.

Coupons are valid for six (6) months from the date of issuance.

Exchanges may be made only for products of equal or lesser value. Any price difference will be issued as store credit.

You may request this type of exchange within 30 calendar days from delivery.

Products in the “Sale” or “Promotion” categories are not eligible for exchanges.

The product must be returned exactly as received for quality inspection.

Once received, we will provide a response within ten (10) business days. If a replacement is approved, it will be shipped within three (3) business days after confirmation.

Shipping and return costs for size/style exchanges are the customer’s responsibility.

Please include a note inside the package indicating the requested exchange, your order number, and your full name.

Warranty Returns and Exchanges

Warranty exchanges are accepted within 30 calendar days of delivery, provided the product meets the return eligibility criteria.

Warranty coverage applies only to manufacturing defects, such as:

  • Loose stitching

  • Poor finishing

  • Structural defects

Warranty does not cover damage caused by improper use, including:

  • Washing with brushes or harsh detergents

  • Improper machine washing

  • Torn, stained, faded, or damaged garments due to misuse

The product must be returned as received for inspection.

A response will be issued within ten (10) business days, and if approved, a replacement will be shipped within three (3) business days.

Please include a note inside the package indicating WARRANTY, along with your order number and full name.

Products returned due to manufacturing defects will be accepted at no cost to the customer.

Return shipping costs for reasons other than warranty defects are the customer’s responsibility.

Warranty Returns with Refund Request

Refunds apply only in cases of warranty claims or the legal right of withdrawal.

For warranty-related refunds, the customer has 30 calendar days from delivery to submit the request.

The product must meet warranty return conditions.

Once the product is received, we will respond within ten (10) business days.

If approved, the refund will be processed within approximately five (5) business days after confirmation.

Refunds are issued via bank transfer (savings or checking accounts).

In certain cases, partial refunds may apply.

Products in the “Sale” or “Promotion” categories are not eligible for refunds.

Right of Withdrawal – Refund Policy

In accordance with Law 1480, Article 47, customers may exercise the right of withdrawal (return and refund without justification) within five (5) business days of delivery.

The product must be returned in its original condition for quality inspection.

Once received, we will respond within ten (10) business days.

If all conditions are met, REAL BASICS will refund the full purchase amount, with no deductions.

The refund process will not exceed thirty (30) calendar days.

Refunds are issued via bank transfer.

In certain cases, partial refunds may apply.

Return Notification Channels

You must notify us of your return through one of the following channels before the applicable deadline:

Email:

real.basics24@gmail.com

Subject: PRODUCT RETURN

WhatsApp:

(+57) 333 280 7578

Return shipping costs are the responsibility of the consumer.

Please include a note inside the package with your order number and full name.

Refund requests are not accepted for products in the “Sale” or “Promotion” categories.