Payment Policy

PRODUCT PURCHASE PROCESS

To purchase one of our products, you must first select the product after reading its full information. Then, click the “Buy this product” link. If you wish to add more products, you may repeat this action or adjust the quantity in the shopping cart. At any time, you may review the summary of your purchases by clicking the “shopping cart” icon located at the top right of the page. The information shown there may be downloaded and printed at any time, even before completing the purchase.

Once you enter the “shopping cart,” if you agree with the purchase, click “checkout” and provide the requested information (shipping details). You must accept the personal data processing policy in order to “continue to shipping.”

After clicking “continue to shipping,” you must select the option corresponding to the destination city, which will add the shipping cost to the total amount due.

Please note that if you cannot find the required city in the city table to ship the product, you should refrain from completing the purchase through the website. The customer must contact DEXOR LLC by phone at 3053789020 or by email at marketing@dexoringrill.com so one of our representatives can provide the shipping cost to your city and assist you in completing the purchase through one of these channels.

Next, you must provide the billing address and click “complete order.” After clicking “Complete order,” you will be redirected to PayU Latam to securely finalize the purchase.

Once the transaction is completed, DEXOR LLC will send an order confirmation no later than the next calendar day after the order is placed.

PAYMENT METHODS

Orders may be paid in cash or by debit or credit card, including Visa, MasterCard, American Express, and Diners. These payments are processed through platforms such as PSE, Baloto, Efecty, and PayU. Therefore, when proceeding with payment, the customer must accept the authorization for the processing of personal data by these platforms.

HOURS FOR PURCHASING PRODUCTS OR SERVICES

Orders may be placed at any time, any day of the week, as our website is available 24 hours a day, 7 days a week. However, if an order is placed after 5:00 p.m., or on Saturdays, Sundays, or holidays, it will be processed on the next business day.

PRODUCT DELIVERY

Delivery depends on the destination city and the characteristics of the product. If the order is destined for Medellín and its metropolitan area, the customer may receive the order within 8 days after purchase; for other cities or remote locations, delivery may take up to 15 calendar days. We do not deliver on Sundays or holidays.

If delivery cannot be completed within thirty (30) calendar days, the user has the right to request cancellation of the transaction and a refund of the amount paid. Once the request is submitted, the refund will be issued within a maximum of thirty (30) calendar days from the date the non-delivery is reported within the deadline stated above.

PRODUCT AVAILABILITY

Product availability will be indicated on each product page, where you can view the product image in color along with its information, including price. However, if the product becomes unavailable between purchase and order processing, we will notify you by email or WhatsApp, and you may cancel the purchase and receive a refund.

OFFER TERM AND VALIDITY

Our product offers are valid for 30 days. In the case of promotions or special offers, each will indicate its validity period and the time, method, and conditions to access it.

PRODUCT SPECIFICATIONS

The characteristics and properties of products or services will be described on each product page. For products, we will indicate height x width measurements, weight, material, material type, manufacturing method, components, and reference.

RIGHT OF WITHDRAWAL (CANCELLATION)

The right of withdrawal is the consumer’s right in e-commerce, as these are considered distance sales. It allows the consumer, within a certain period, to withdraw from the purchase contract without any defect in the product and without any breach by DEXOR LLC, and to receive a full refund of the amount paid with no deductions.

The maximum period to exercise this right is five (5) business days, counted from the date the customer receives the product. The customer must return the product through the same means and in the same condition in which it was received. Shipping and any other return-related costs will be covered by the customer. The product must be in perfect condition, unused, and clean.

If the customer wishes to exercise this right, it must be coordinated with DEXOR LLC by written communication to marketing@dexoringrill.com and by following the instructions provided there. Shipping and any other costs incurred to return the product to DEXOR LLC will be fully assumed by the customer.

DEXOR LLC will refund the customer all sums paid without applying any discounts or withholdings for any reason. In any case, the refund will not exceed thirty (30) calendar days from the date the right was exercised.
NOTE: This right does not apply to products made to order (customized) at the customer’s request.

PAYMENT REVERSAL (CHARGEBACK / REVERSAL)

Payment reversal applies only to purchases made through the website. To request a reversal, the request must meet the following requirements:

  1. The request must correspond to one of the following causes, which must be stated at the time of the request:
    a. You were a victim of fraud.
    b. The transaction was not authorized or requested.
    c. The product is not delivered within 30 calendar days.
    d. The product received does not match what was purchased or does not meet the information provided about it.
    e. The product received is defective.

  2. If the purchase includes multiple products, a partial reversal may be requested for those products affected by any of the causes above. In the case of a partial reversal, the request must clearly state the amount requested, which must correspond to the value of the product(s) affected.

  3. A formal written claim must be submitted via email to marketing@dexoringrill.com. After the request is received, the steps to proceed with the reversal will be provided.

  4. The request must indicate the amount for which the reversal is requested and identify the bank account, credit card, or payment instrument that was charged.

  5. The payment reversal request must be submitted within five (5) business days after becoming aware of the situation that motivates the reversal. Within the same period, the payment instrument holder must notify the issuer of the payment instrument used for the purchase, complying with the requirements set forth in Article 2.2.2.51.7 of Decree 1074 of 2015.

  6. When submitting the request, you must indicate the place where the product was received—when applicable according to the cause—for pickup purposes, or you must send it to DEXOR LLC facilities. After the claim is submitted, our representatives will indicate the procedure to follow.

  7. Once the reversal is verified as applicable and the requirements are met, participants in the payment process will have fifteen (15) business days to make the reversal effective.

  8. If the payment issuer processes the reversal and the provider has also directly refunded the price paid, the customer must return the funds directly to the provider. The purchase amount will be definitively charged to the customer if an administrative or judicial decision determines that the reversal was improper. In such case, the customer will also be responsible for all costs incurred for the reversal. If bad faith by the customer is proven, the Superintendence of Industry and Commerce may impose fines of up to fifty (50) current monthly minimum legal wages (SMMLV).