Refund, withdrawal, and warranty policy

Version 2.0 · Effective as of October 14, 2026

This policy applies to purchases made on doctools.co. It is based on Law 1480 of 2011 (Consumer Statute) and Decree 1074 of 2015.

1. Right of withdrawal (Article 47, Law 1480 of 2011)

Since you purchased through a non-traditional method, you may withdraw from the purchase within five (5) business days following the delivery of the product.

• Conditions: the product must be returned in the same condition in which you received it, unused, with tags, and in the original packaging.
• Return cost: shipping and other return costs are assumed by the buyer, as indicated by law.
• Exceptions: for health and hygiene reasons, the right of withdrawal does not apply to personal use items, such as surgical caps, that have been used or show signs of use or fluids.
• Refund: we will refund the total amount paid, without discounts or withholdings, within thirty (30) calendar days from the date you exercised your right of withdrawal.

2. Payment reversal (Article 51, Law 1480 of 2011)

If you paid with a credit card, debit card, or other electronic payment instrument, you may request a payment reversal when:

• you were a victim of fraud;
• the transaction was not requested by you;
• the product was not received;
• the product delivered does not correspond to what was requested or is defective.

How to do it:

1. File a complaint with Doctools within five (5) business days following the date you became aware of the fraudulent or unsolicited transaction, or the date you should have received the product or received it defective or different. Write to us at doctools.co@gmail.com.
2. Within the same period, notify the issuer of your payment instrument (your bank or payment platform).
3. If you received the product, return it in the same condition in which you received it. We will indicate how to send it.

3. Legal warranty (Articles 7 to 11, Law 1480 of 2011)

• What it covers: failures in quality, suitability, and safety. For example, defective stitching on lanyards or pins with manufacturing defects.
• Term: three (3) months from delivery.
• What it does not cover: normal wear and tear from use, damage due to misuse, accidents, washing or care other than indicated, and modifications made by the buyer.
• How we respond: we will inspect the product and, depending on the case and as provided by law, we will repair it, exchange it for an identical one or one with similar characteristics, or refund your money. We will provide a response within fifteen (15) business days following the request.
• Costs: when the warranty applies, the shipping costs to make it effective are covered by Doctools.

4. How to make a request

Write to us at doctools.co@gmail.com or via WhatsApp at +57 321 501 3863 with:

• order number;
• name and identification number;
• the right you are exercising (withdrawal, payment reversal, or warranty);
• description of the case;
• photos of the product, if applicable.

We will respond with return instructions. Do not send products without coordinating with us first.

5. Means of refund

Refunds are made via the same payment method you used. Crediting times depend on your bank or payment platform.

6. If you do not agree with our response

You may contact the Superintendence of Industry and Commerce at www.sic.gov.co.