Warranty & Returns Policy

At Almaluna (DIAGNOSTICARTE S.A.S.) we guarantee the quality of our aesthetic and medical services and the products marketed through Dermostore. This policy is governed by Colombian Law 1480 of 2011 (Consumer Statute) and other applicable regulations.

1. Right of withdrawal

In accordance with article 47 of Law 1480 of 2011, the consumer may withdraw from the purchase when one of the following modalities applies:

• Sale of goods and provision of services through financing systems granted by the producer or provider.
• Sale of timeshares.
• Distance sales (non-in-person, including purchases through the website).

Term: Up to 5 business days from delivery of the good or signing of the service contract. Almaluna will refund 100% of the money within 30 calendar days, with no deductions.

The right of withdrawal does not apply in the following cases:

• Services whose provision has begun with the consumer's authorization.
• Goods made according to consumer specifications or clearly personalized.
• Perishable goods or opened cosmetics.
• Betting and lottery services.
• In-person purchases at our locations.

2. Aesthetic Center services

2.1 Prior consultation

Before starting any treatment, Almaluna conducts a detailed consultation with the patient to evaluate clinical indication, set realistic expectations, explain the procedure and sign the informed consent.

2.2 Photographic record

A before and after photographic record is made for each treatment. This record is mandatory as support to evaluate results and apply the warranty. Authorization for the use of these images is signed separately.

2.3 Post-treatment warranty

Almaluna grants a warranty on aesthetic treatments for 1 month from the last session, under the following terms:

• Covers unexpected adverse effects directly arising from the procedure.
• Each case is evaluated individually by the medical team.
• The warranty materializes in a personalized re-adjustment of the treatment at no additional cost or, when the doctor considers it appropriate, in the refund of the corresponding amount.
• Patient must have followed the pre and post treatment recommendations provided by the specialist.

3. Dermostore products

3.1 Product exchanges

The customer may request a product exchange within 30 calendar days following the purchase, provided that:

• Packaging is unopened and security seals are intact.
• Purchase invoice is presented.
• Product is in perfect condition.

3.2 Exceptions

Exchange does not apply for:

• Personal-use makeup.
• Medications.
• Products on promotion or clearance.

3.3 Manufacturing defects

If the product has a manufacturing defect, the customer may request an exchange within 24 hours following the purchase, presenting physical evidence of the defect and provided that the product contains at least 80% of its original content.

3.4 Adverse reaction

In case of adverse reaction to the product, the customer must present:

• Medical documentation certifying the reaction.
• Purchase invoice.

Almaluna will evaluate the case and, depending on severity, will offer a product replacement or refund.

4. Returns for online purchases

For returns of products purchased through the website:

• The customer has 15 calendar days from receipt of the product to request a return.
• The product must be returned in its original packaging, unopened and with intact seals.
• Once the product is received and verified, Almaluna will refund 100% of the amount paid within 30 calendar days, to the same payment method used in the purchase.
• Return shipping costs are borne by the customer, except in cases of manufacturing defects or shipping errors.

5. How to start a request

To initiate any exchange, warranty or return request:

• Email: hola@alma-luna.co with subject "Return" or "Warranty".
• Phone / WhatsApp: +57 316 048 44 44
• In person: At any of our locations in Medellín.

Your request will be evaluated and answered within 5 business days.

6. Effective date

This policy is effective from its publication and applies to all purchases and services contracted after that date.