Privacy Policy
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All the information presented in this document relates to the warranty, exchange, and return policies of the company Decora y Transforma / Grupo de la Torre S.A.S., in accordance with Law 1480 of 2011 (Consumer Protection Statute).
Below is a summary of the key points:
Scope of the Policy
This policy applies to all customers who request an exchange, return, or warranty service for products sold by the brand.
Products Eligible for Exchange
Wall coverings: wallpaper and WPC panels
Imported furniture
Custom-made furniture
Cases Where the Warranty Does NOT Apply
The warranty will not apply if, after inspection, the diagnosis determines:
Damage caused by force majeure during transport or movement, or unforeseen events
Intervention or manipulation by third parties
Improper use of the product by the customer
Failure to follow the usage, installation, and maintenance instructions provided at the time of purchase, in the product manual, and in the warranty
Refunds
Under no circumstances are refunds issued.
Terms and Conditions for Exchanges
In-store purchases: Exchanges are accepted within 5 business days from the purchase date, with the original invoice.
Online purchases: Exchanges are accepted within 14 calendar days from the purchase date, with the original invoice.
General Conditions for Exchanges
The product must be in saleable condition (unused, unassembled, in its original packaging, with catalogs, manuals, and all parts).
The exchange will be made through a credit note equivalent to the actual amount paid for the product (store credit).
Transportation costs for exchanging the product must be covered by the customer.
Once the legal warranty period has expired, the customer must cover the cost of any inspection, diagnosis, repair, and/or required replacement parts.
Rules for Specific Exchange Cases
Defective Product: If the product has manufacturing defects or damage caused during transportation, the customer may request an exchange for the same product or another of similar value. In no case will a refund be issued.
Order Error: If the product received does not match what the customer ordered, the customer may request an exchange for the correct product.
Unwanted Product: If the customer is not satisfied with the product received, they may request an exchange for another product of similar value.
Exchange Process
The customer must contact customer service (by phone, email, and/or in person), explaining the reason for the exchange request and providing purchase details.
A customer service representative will review the request and provide instructions for the exchange.
The customer must take the defective or unwanted product to the company’s physical store or send it through a certified shipping service.
Once the product is received and verified, the company will proceed with the exchange for the corresponding product.
Cases Where Exchanges Are NOT Accepted
Products that have been used or damaged by the customer
Products that are not in their original packaging
Products that have been modified or altered
Customized or made-to-order products manufactured specifically for the customer