EXCHANGE, RETURN AND RIGHT OF WITHDRAWAL POLICY

Definitions:

A change shall be understood as the replacement of one product for another, whether due to quality or suitability.

Refund/withdrawal shall be understood as the reimbursement of money in exchange for the return of the product received, with the exceptions for exercising the right of withdrawal established by law.

1. Exchange policy

If you are not satisfied with the purchased product, you can exchange it in accordance with Law 1480 of 2011 and other applicable regulations.

To exercise the right to an exchange, the products must meet the following requirements:

• They must not have been used and/or opened.
• They must retain the original label and packaging.
• Proof of purchase or gift certificate must be presented.
• Promotional products cannot be exchanged or refunded.

In the event of a return for any reason other than quality, the product must be returned by the same means and in the same condition in which it was received. Shipping and other costs incurred by the return will be covered by the consumer.

Exchange for quality:

In the event that a product presents a quality problem, we will recognize the exchange of the product and all transportation costs will be covered by CAFÉ LA MANCHURIA SAS

If the warranty effectiveness request is not accepted after having been evaluated by our technical department due to lack of compliance with the conditions for exercising the right to exchange the products in accordance with article 16 of Law 1480 of 2011 (Exemption from warranty liability), we will contact you within 3 business days following the date of the claim, to coordinate your shipment again with a freight collect, which you must pay to the transport company at the time of delivery of the product.

For any questions you can contact the Customer Service Line (57) 3008742390 in Medellín from Monday to Friday, from 8:00 am to 5:00 pm and Saturdays from 8:00 am to 12:00 pm Colombian time or by email at ventas@lamanchuria.com

In the event that www.lamanchuria.com mistakenly sends a different item than the one you ordered, we will honor the exchange. All shipping costs will be refunded. We will schedule our carrier to pick up the incorrect item and then ship the one you originally ordered.

Bad faith on the part of the consumer

If, within the process arising from disputes in the request and processing of payment reversal, bad faith on the part of the consumer is demonstrated, the Superintendency of Industry and Commerce may impose the appropriate pecuniary sanctions.

2. Right of withdrawal.

In accordance with the right of withdrawal established by Law 1480, Art. 47, and Decree 587 of 2016, the maximum period to exercise the right of withdrawal in the event that the purchase is made through electronic commerce mechanisms such as the Internet, PSE, Call Center or any other telesales mechanism or virtual store, and a credit card, debit card or any other electronic payment instrument has been used to make the payment, will be five (5) business days from the delivery of the product.

In the case of a return due to withdrawal, the product must be returned by the same means and in the same condition in which it was received. Shipping and other costs incurred by the return will be covered by the consumer. In the event that the claim is due to product quality defects or shipping errors, the shipping and/or transportation costs will be borne by CAFÉ LA MANCHURIA SAS.

The events in which payment process participants must reverse payments requested by the consumer are:

When the consumer is the victim of fraud.

When it corresponds to an unsolicited operation.

When the purchased product is not received.

When the delivered product does not correspond to what was requested, does not meet the inherent characteristics or those attributed by the information provided about it.

When the delivered product is defective.

In the event that any of the aforementioned events occur, CAFÉ LA MANCHURIA SAS will refund the total amount paid, without any deductions or withholdings, and the legal term for such effects will apply.

The way to exercise the right of withdrawal is through the email ventas@lamanchuria.com from Monday to Friday, from 8:00 am to 5:00 pm and Saturdays from 8:00 am to 12:00 pm Colombian time, said request must be filed:

• Order number
• Citizenship card of the buyer
• Invoice number
• Updated bank certification
• Products you wish to return and the value for which the reversal is requested
• Complaint to the provider of the good or service.

The consumer must submit a written complaint to the supplier, stating the reason(s) invoked to request the payment process participants to make the respective reversal, without prejudice to the provisions of the following article regarding the minimum content of the complaint. This complaint must be submitted within five (5) business days following the date on which the consumer became aware of the fraudulent or unsolicited transaction, or on which the product should have been received or was received defective or did not correspond to what was requested. Additionally, in the case of goods, the consumer must inform the supplier at the same time that the goods will be available for collection in the same conditions and at the same place where they were received, thereby understanding that the obligation to return them has been fulfilled. Regardless of the means used to file the complaint, the supplier must issue proof of its submission, indicating the date and reason that supports it. When the supplier's identity, address, telephone number, and other contact information are unknown, or when they refuse to accept the complaint, the consumer will be exempt from the obligation to file it and will keep the goods available so that the supplier or producer can collect them in the same condition and at the same location where they received them. This will mean that the obligation to return them has been fulfilled.