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ALTA SHOES SAS guarantees that customers receive high-quality, suitable and safe products. For this reason, all relevant information about warranty policies is provided:
Claim process. The customer must submit the warranty claim in writing via email or WhatsApp 3176451530. Providing a copy of the original purchase receipt and clear details of the product and warranty. The quality area carries out the evaluation and according to the analysis carried out, the client will be informed whether the guarantee is appropriate or not.
Coverage and times. The warranty covers manufacturing defects in shoes sold by ALTA SHOES SAS for a period of 3 months (90 calendar days) from the date of delivery. It is essential that before starting any warranty process, the client takes into account:

Finish and Natural Wear of a Product:

  • ALTA SHOES.SAS products are characterized by their artisanal designs, which results in unique and irregular finishes for each piece.
  • The shoes are made of leather and may have grains and marks, which are natural attributes of the material.
  • Footwear made of leather may have wrinkles on the instep or in other parts, due to the particular shape of each client's foot.

Warranty Disclaimer. ALTA SHOES SAS will be exempt from any guarantee, in the following cases:

  • Damage caused by misuse, alteration or negligence of the customer, which includes tears, scrapes, hair loss and/or breakage of materials, such as heels, soles, lids, zippers and other accessories caused by misuse of the product.
  • Damage caused by impacts or friction with other products and/or bleaching materials, such as jeans and other clothing that transfer color to the leather or other materials with which the products are made.
  • Damage caused by the use of chemicals that discolor or deteriorate the leather.
  • Made by a third party, which includes the manipulation or modification of the product by repair and washing workshops, other than ALTA SHOES SAS, which involves damage due to inadequate repairs and/or cleaning.
  • Natural wear and tear of the product due to use
  • Force majeure or unforeseeable circumstances.
  • If the client did not follow the conservation, use, maintenance and cleaning instructions indicated on the labels.

Once the warranty period has expired, any subsequent claim or repair must be assumed by the customer and will be paid for by product quote and repair service.

Delivery term. The processing time for review and acceptance of the warranty is fifteen (15) business days from receipt of the product in our main warehouse.
Products sold at a discount or promotion are non-exchangeable unless the request is related to quality issues supported by our warranty.
In cases where the product cannot be repaired and meets all the warranty terms set out above or is not in inventory, the customer may claim a bonus for the value of their purchase or a refund of the money.

Shipping costs. ALTA SHOES SAS will schedule the collection of the product eligible for warranty at the address provided by the client, assuming its costs.

Applicable Law. These warranty terms and conditions are governed by the laws of Colombia and any dispute will be resolved by arbitration in accordance with current regulations.

Modifications to the Terms. ALTA SHOES SAS reserves the right to modify these warranty terms and conditions without prior notice to customers.

Contact information. ALTA SHOES SAS will respond to requests, queries, complaints and claims from users through the Customer Service department in the “contact us” section of the website, by email. or WhatsApp +57 317 6451530