MINISTRY COUTURE
Last updated: November 18, 2025
Version: 1.0
This Policy applies to purchases made through the website https://ministrycouture.com/ (the “Website”) of GRUPO MINISTRY S.A.S., Tax ID (NIT) 9015954638-7, operating under the brand “Ministry Couture” (the “Company”).
It governs the conditions for voluntary exchanges, returns, warranties, right of withdrawal, payment reversal and refunds for purchases made on the Website.
This Policy complements the Company’s Terms and Conditions of Use and Purchase, Privacy / Personal Data Processing Policy and Cookie Policy.
In addition to statutory warranties, the Company offers customers the possibility of voluntary exchanges (for example, for size, color or style), under the following conditions:
Time frame to request an exchange
The maximum period to request a voluntary exchange is 15 calendar days from the date the product is delivered.
The Company may offer longer periods during specific campaigns or seasons, which will be expressly communicated.
Condition of the product
The product must be unused, clean, free of stains, odors, tears or signs of wear.
It must keep its original tags, labels, accessories and packaging.
Exchanges will not be accepted for garments that have been altered (tailoring, seams, external interventions, etc.).
Proof of purchase
The customer must provide the invoice or purchase receipt (or any document that allows the transaction to be verified).
Products with no exchange
In general, Ministry Couture jeans and garments can be exchanged, except for the following items, which will be considered FINAL SALE / NO EXCHANGE:
Products in clearance, final sale or “sale final”, duly identified as such.
Products made or adjusted to the customer’s specifications or clearly personalized.
Shipping costs for voluntary exchanges
Unless otherwise stated in a specific campaign, shipping costs associated with voluntary exchanges shall be borne by the customer, both for shipping the product back to the Company and for the shipment of the replacement product.
Exchanges are subject to stock availability. If the requested product is not available, the Company may offer:
An alternative product of similar value; or
A coupon or credit balance to be used in a future purchase.
The Company is responsible for the quality, fitness for purpose and safety of the products it sells, in accordance with Colombian consumer protection law.
Possible warranty claims may include, among others:
Defects in seams, zippers or buttons attributable to manufacturing.
Fabric defects (tears or flaws) detected shortly after normal use.
Abnormal fading not attributable to misuse or failure to follow the care instructions.
To make a warranty claim, the customer must:
Notify the Company of the defect, describing the issue.
Provide photo or video evidence where possible.
In cases that require it, send the garment for physical inspection.
The following, among others, are not considered warranty defects:
Inappropriate use or use contrary to the garment’s instructions.
Normal wear and tear over time.
Washing with aggressive products or in non-recommended conditions (e.g., excessive temperature, use of non-recommended bleach, excessive friction in the washing machine).
Damage caused by accidents, snagging, cuts or other external events.
If, after review, the garment is found to have a defect covered by the warranty, the Company may, as appropriate:
Repair the garment (if feasible); or
Replace it with an identical or similar product; or
If neither is possible, refund the amount paid for the product.
When the purchase is made as a distance sale through the Website, and provided the law permits it for the relevant product category, the customer may exercise the right of withdrawal within five (5) business days from the date of delivery.
To exercise this right, the customer must:
Inform the Company of their decision within the specified period, using the official contact channels.
Return the product in the same condition in which it was received, unused and with all original tags, labels, accessories and packaging.
Unless the Company indicates otherwise, shipping costs associated with returning the product due to withdrawal shall be borne by the customer.
Once the product has been received and its condition verified, the Company will have a maximum of thirty (30) calendar days to refund the amount paid to the customer, without any deductions, using the same payment method used for the purchase or another method agreed with the customer.
The right of withdrawal does not apply to:
Products made to the customer’s specifications or clearly personalized;
Products for which Colombian law expressly excludes the right of withdrawal.
When the purchase has been made using a credit card, debit card or other electronic payment instrument and any of the events set forth in Colombian law occurs (for example, fraud, unauthorized operation, non-receipt of the product, defective product or product not corresponding to what was ordered), the customer may request the reversal of the payment from the issuing financial institution and/or the payment gateway (for example, BOLD) and financing entities such as Addi or Sistecrédito, as applicable.
In such cases, the customer must:
Submit the reversal request within the legal deadlines and in accordance with the procedures of the financial institution or payment provider.
Clearly state the grounds for the reversal.
Inform the Company of the claim at the same time, providing all relevant information.
The Company will cooperate with the reversal process to the extent of its responsibilities; however, the final decision on whether to reverse the charge lies with the financial institution, payment gateway or financing entity, in accordance with their policies and applicable law.
Refunds may arise, among others, from:
Valid exercise of the right of withdrawal;
Approval of a warranty claim where a refund is the agreed solution;
Impossibility to fulfill an order due to reasons attributable to the Company (e.g., permanent stock unavailability);
A payment reversal procedure decided in favor of the customer.
General conditions:
Where possible, refunds will be processed using the same payment method used for the purchase; otherwise, an alternative method (such as bank transfer) will be agreed with the customer.
The actual time for the funds to appear in the customer’s account may depend on the timelines of financial institutions or payment providers, which are beyond the Company’s control.
In cases of withdrawal or voluntary exchanges where the customer is responsible for shipping costs, such costs will not be refunded, unless the Company expressly decides otherwise.
To request exchanges, submit warranty claims, exercise the right of withdrawal or inquire about refunds, customers may contact the Company through:
Email: [email protected]
Address: Cúcuta, Norte de Santander, Colombia
It is recommended that customers provide:
Full name and contact details;
Order number or purchase reference;
Clear description of the request or claim;
Supporting evidence (photos, videos, payment receipts), where applicable.
The Company may modify this Policy at any time to reflect legal changes, new requirements from authorities or adjustments in its sales and logistics processes.
The current version will always be available on https://ministrycouture.com/ and the date of the last update will appear at the beginning of this document.
