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Shipping, Exchanges, Returns, Withdrawal and Refund Policy

Last updated: September 1, 2026
Effective date: September 1, 2026

1. IDENTIFICATION OF THE PROVIDER

This Policy is issued by:

Hereinafter, ANCESTRINA.

2. PURPOSE AND SCOPE

This Policy governs, where applicable, dispatch, delivery, exchanges, returns, the statutory right of withdrawal (retracto), warranties, refunds and payment reversal relating to goods and services sold by ANCESTRINA through ancestrina.com and other authorized distance-sales channels.

Depending on the nature of the transaction, the Policy may apply to:

  • physical products;
  • books;
  • products from the ancestral line;
  • courses and digital content;
  • training programs;
  • Individual Therapeutic Accompaniment services;
  • Couple Therapy services;
  • other goods or services lawfully offered by ANCESTRINA.

Consumers’ statutory rights prevail over less favorable commercial conditions. Where a rule depends on the nature of the product or service, it will be disclosed before purchase.

3. LEGAL FRAMEWORK

This Policy is interpreted in accordance with applicable Colombian law, particularly Law 1480 of 2011 (Consumer Protection Statute), Law 2439 of 2024 on ecommerce consumer protection, its implementing rules, current case law and instructions of the Superintendencia de Industria y Comercio.

Law 2439 of 2024 amended, among other matters, rules concerning refunds following withdrawal, information and traceability in ecommerce, and delivery periods and refunds for failure to deliver.

Judgment C-192 of 2026 conditioned the provision relating to ecommerce in the new refund period following withdrawal, so that the maximum period of fifteen (15) calendar days applies uniformly to the contracting methods covered by Article 47 of Law 1480 of 2011.

4. INFORMATION BEFORE PURCHASE

Before a purchase is completed, ANCESTRINA must provide clear and accessible information, as applicable, about:

  • identification of the product or service;
  • relevant characteristics, quantity, presentation and components;
  • total price, taxes and applicable charges;
  • shipping costs where applicable;
  • payment methods;
  • availability;
  • estimated delivery date or period;
  • delivery or use restrictions;
  • withdrawal conditions where applicable;
  • warranty conditions;
  • any material legal or commercial limitation affecting the transaction.

5. ORDER CONFIRMATION

Once an electronic purchase has been made, ANCESTRINA must generate a confirmation that allows the consumer to identify the order and review at least the products or services purchased, quantities, price paid, additional costs, delivery address where applicable, and the order or reference number.

Automatic acceptance of an order does not relieve ANCESTRINA of the obligation to promptly communicate any actual lack of availability or legal impossibility of dispatch.

6. PRICES AND SHIPPING COSTS

The total price must be shown before the purchase is completed. Where a shipping cost applies, it must be disclosed separately before the consumer confirms payment.

Where the statutory right of withdrawal applies, transportation costs for returning the goods will be borne by the consumer in accordance with applicable law, unless ANCESTRINA expressly offers a more favorable commercial condition.

Where a return arises from a defective or incorrect product or a breach attributable to ANCESTRINA, costs will be handled in accordance with the applicable warranty and consumer-protection rules.

7. DISPATCH AND DELIVERY

ANCESTRINA must disclose the delivery period before the transaction is completed. The order must be delivered within the period accepted by the consumer.

If no specific period has been established, the statutory default period for ecommerce will apply: no later than thirty (30) calendar days beginning on the day after the consumer communicated the order.

Published periods may vary according to destination, product type, carrier, availability, customs restrictions or circumstances disclosed before purchase. No commercial estimate may reduce the consumer’s statutory rights.

8. DELIVERY ADDRESS

The consumer is responsible for providing a correct, complete and accessible delivery address, as well as a valid contact number where necessary to complete delivery.

If an order cannot be delivered because of incorrect or incomplete information provided by the consumer, ANCESTRINA may request correction and arrange another attempt, informing the consumer in advance of any additional costs that may lawfully apply.

ANCESTRINA must take reasonable measures to verify that delivery is made to the indicated address and maintain shipment traceability.

9. DOMESTIC SHIPPING

Current destinations, carriers, costs and delivery periods for shipments within Colombia must be shown or calculated before checkout is completed.

A single delivery period should not be published where actual operations vary significantly by city or region.

10. INTERNATIONAL SHIPPING

International shipments are subject to operational availability, product regulation, transportation restrictions, customs requirements and the laws of the destination country.

The availability of a product on the website must not automatically be interpreted as authorization to ship it to any country.

Before allowing an international purchase of regulated products or products containing tobacco, nicotine or other restricted components, ANCESTRINA must verify that dispatch is legally and operationally permitted.

Where taxes, duties, import charges or destination-country fees must be paid by the buyer, this circumstance must be clearly disclosed before purchase when it can reasonably be determined.

11. PRODUCT UNAVAILABLE

If after purchase it is determined that the product is unavailable, ANCESTRINA must communicate this immediately.

Where legally applicable, a new delivery date may be proposed if the consumer accepts it. The consumer retains the rights recognized by law in cases of unavailability.

12. FAILURE TO MEET THE DELIVERY PERIOD

If delivery exceeds the period accepted by the consumer, the statutory default period where applicable, or if the purchased product is unavailable, the consumer may exercise the rights provided by applicable law, including terminating the contract and obtaining a monetary refund of amounts paid without retention or deduction where the statutory conditions are met.

In the cases covered by Article 50 of Law 1480 of 2011, as amended by Law 2439 of 2024, a refund for this reason must be made effective within a maximum of fifteen (15) calendar days.

13. RECEIPT OF THE ORDER

The consumer should reasonably inspect the order upon receipt and inform ANCESTRINA as soon as possible if they identify an incorrect, incomplete, visibly damaged product or another condition that may compromise its quality.

Failure to make an immediate claim does not eliminate statutory rights that remain in force, although prompt communication facilitates verification of the shipment’s condition.

14. INCORRECT, INCOMPLETE OR TRANSIT-DAMAGED PRODUCT

If an order arrives with a problem attributable to preparation or delivery, the consumer may write to tienda@ancestrina.com and include:

  • buyer’s name;
  • order number;
  • affected product;
  • a clear description of the issue;
  • photographs of the packaging and product where reasonably necessary to verify the case, without requiring unnecessary material.

ANCESTRINA will assess the case and apply the appropriate solution according to the nature of the issue, the statutory warranty, delivery obligation or other consumer rights.

15. STATUTORY WARRANTY

Goods and services offered by ANCESTRINA are subject to the statutory warranty where applicable.

The warranty covers the quality, suitability, safety and good condition required under the law, the nature of the product or service, and the information offered to the consumer.

Where no special period is established by law or authority and no other period has been announced, the applicable statutory period will apply. For new products, Law 1480 establishes a one-year default where no period is stated.

The warranty must not be confused with the right of withdrawal. A product may be excluded from withdrawal while still retaining statutory warranty or conformity rights.

16. ENFORCEMENT OF THE WARRANTY

Where a warranty claim applies, ANCESTRINA will apply the remedies provided by consumer-protection law.

For repairable goods, repair may be the initial remedy under the law. Where a product cannot be repaired, or where a failure recurs under the statutory conditions, replacement or refund may apply according to the nature of the product, the defect and the legally applicable consumer choice.

For services, enforcement of the warranty may involve providing the service under the contracted conditions or refunding the price, where applicable under the law.

17. VOLUNTARY EXCHANGES

Through this Policy, ANCESTRINA does not assume a general obligation to make exchanges based solely on preference, an incorrect choice or reasons other than legally applicable rights, unless a product-specific commercial condition expressly provides otherwise.

Where ANCESTRINA offers a more favorable voluntary exchange policy, it must disclose the period, conditions, costs and exclusions before purchase.

18. RIGHT OF WITHDRAWAL (RETRACTO)

Where the transaction falls within the statutory situations covered by Article 47 of Law 1480 of 2011 and no legal exception applies, the consumer may exercise the right of withdrawal within the five (5) business days provided by law.

For goods, the period is counted from delivery. For services, it is counted from the date the contract is entered into, in accordance with the applicable rule.

Valid exercise of the right of withdrawal terminates the contract and gives rise to a refund of the amounts paid in accordance with the law.

19. CONDITIONS FOR RETURNING GOODS FOLLOWING WITHDRAWAL

Where withdrawal applies to goods, the consumer must return them by the same means and in the same condition in which they were received, in accordance with Article 47 of Law 1480.

Transportation and other return costs associated with withdrawal will be borne by the consumer, unless ANCESTRINA expressly offered a more favorable condition.

ANCESTRINA must clearly provide the information and instructions necessary for the return.

20. STATUTORY EXCEPTIONS TO WITHDRAWAL

Colombian law provides exceptions to the right of withdrawal, including, among others:

  • services whose performance has begun with the consumer’s agreement;
  • goods or services whose price is subject to fluctuations in the financial market that the provider cannot control;
  • goods made to the consumer’s specifications or clearly personalized;
  • goods that by their nature cannot be returned or may rapidly deteriorate or expire;
  • betting and lottery services;
  • perishable goods;
  • personal-use goods.

Whether an exception applies must be assessed according to the actual nature of the good or service. ANCESTRINA will not use a generic classification to eliminate rights of withdrawal that legally apply.

21. PRODUCTS FROM THE ANCESTRAL LINE

Certain ancestral-line products may be subject to special preservation, safety, regulatory, age, transport or personal-use requirements. The product page must disclose relevant restrictions before purchase.

Where a product legally falls within an exception to withdrawal — for example because of its nature, perishability, inability to be returned or personal-use character — that circumstance must be clearly stated before the transaction is completed.

An exception to withdrawal does not eliminate consumer rights where the product is defective, does not correspond to what was ordered, is not received or another statutory ground for warranty, reversal or non-performance exists.

22. BOOKS AND OTHER PHYSICAL GOODS

Books and other physical goods are subject to the delivery, withdrawal, warranty and return rules that apply according to their nature and the relevant legal conditions.

Withdrawal may not automatically be denied for a book merely because its packaging has been opened, unless an applicable legal exception exists.

23. THERAPEUTIC SERVICES

Individual Therapeutic Accompaniment and Couple Therapy are services distinct from physical products.

Where performance of a service has begun with the consumer’s agreement, the statutory exception to withdrawal provided by Article 47 of Law 1480 of 2011 may apply.

Rules for rescheduling, cancellation or non-attendance must be disclosed before contracting and may not be used to disregard non-waivable statutory rights.

Operational cancellation of a session is not necessarily the same as exercising the statutory right of withdrawal.

24. COURSES, PROGRAMS AND DIGITAL CONTENT

Before purchasing a course, program or digital content, the consumer must know the format, modality, access, duration, included content, price and start conditions.

Where the service or access has begun with the consumer’s agreement, the availability of withdrawal must be assessed under the statutory exception applicable to services whose performance has begun with that agreement.

The phrase “digital product is non-refundable” will not be used as an automatic exclusion where the law recognizes an applicable right in the specific case.

25. WITHDRAWAL REQUEST

Where applicable, the consumer may request withdrawal at:

servicioalcliente@ancestrina.com

The request must reasonably identify the transaction. ANCESTRINA may request:

  • buyer’s name;
  • order or reference number;
  • email used for the purchase;
  • the product or service for which withdrawal is exercised;
  • necessary and correct information for processing the refund;
  • information necessary to coordinate return of the goods where applicable.

A reason for exercising withdrawal will not be required where the law does not require one.

26. REFUND FOLLOWING WITHDRAWAL

Where withdrawal applies and the consumer has fulfilled the legally required obligations, ANCESTRINA will refund the corresponding amounts without unauthorized deductions or retentions.

The maximum refund period will be fifteen (15) calendar days from the legally relevant moment, in accordance with Article 47 of Law 1480 as amended by Law 2439 of 2024 and the interpretation established by Judgment C-192 of 2026.

The refund will be made directly to the corresponding payment instrument or method, or by another method agreed by the parties, with available options explained clearly.

27. REFUNDS FOR OTHER REASONS

Refunds arising from lack of availability, failure to deliver, warranty, billing error, valid cancellation or another legal ground will be processed under the rule applicable to the particular case.

Where the law establishes a maximum period, ANCESTRINA must comply with it. Delays attributable to internal processes may not be used to extend a statutory deadline.

28. PAYMENT REVERSAL

Where a sale of goods is made through ecommerce and payment is made by credit card, debit card or another electronic payment instrument, the consumer may request payment reversal in the circumstances set out in Article 51 of Law 1480 of 2011.

These include:

  • fraud;
  • an unauthorized transaction;
  • product not received;
  • product delivered does not correspond to what was ordered;
  • defective product.

29. PAYMENT-REVERSAL PROCEDURE

The law establishes specific steps and periods for payment reversal. In general, within five (5) business days following the legally relevant moment, the consumer must submit the complaint to the provider and notify the issuer of the payment instrument, and must return the product where applicable.

ANCESTRINA will make servicioalcliente@ancestrina.com available to receive the claim and will provide the information necessary to identify the transaction.

Payment reversal is distinct from withdrawal and warranty. Each mechanism has its own grounds and requirements.

30. RETURNS AND REFUNDS MUST NOT BE CONVERTED INTO MANDATORY STORE CREDIT

Where the law recognizes a right to a monetary refund, ANCESTRINA will not unilaterally replace that right with store credit, vouchers, coupons, alternative products or other mechanisms that the consumer has not validly accepted.

A commercial alternative may be proposed but must not eliminate a statutory right to receive money where such a right applies.

31. PQR AND TRACEABILITY

Consumers may submit petitions, complaints and claims through the channels enabled by ANCESTRINA.

Primary channel: servicioalcliente@ancestrina.com

The ecommerce architecture must allow the claim to be recorded with a case or filing number, date and time, together with a status-tracking mechanism, in accordance with Article 50 of Law 1480 as amended by Law 2439 of 2024.

32. STORE AND ORDERS

For operational questions about orders, dispatch, tracking or availability:

tienda@ancestrina.com

For PQR matters, withdrawal, warranties, formal returns or refunds:

servicioalcliente@ancestrina.com

For billing:

facturacion@ancestrina.com

33. REGULATED PRODUCTS, TOBACCO AND NICOTINE

Where ANCESTRINA sells products containing tobacco, nicotine or other regulated components, sale, delivery, advertising, labeling and shipping will be subject to applicable rules.

This Policy is not a statement that such products may legally be shipped to every country or purchased by every person.

Before enabling an international destination or a regulated product category, ANCESTRINA must verify the applicable requirements.

34. ERRORS IN PRICES OR INFORMATION

ANCESTRINA will seek to keep information correct and current. If a material error is identified before a transaction is completed, it must be corrected.

If an error is detected after purchase, ANCESTRINA may not resolve the matter through practices that disregard acquired rights or mislead the consumer. The case will be handled in accordance with applicable law and the specific nature of the error.

35. CUSTOMS CHARGES AND REJECTED IMPORTS

For international shipments, the destination-country authority may impose restrictions, duties, inspections or even prevent entry of the product.

Responsibility for a rejected import will depend on the specific cause, the information provided before purchase and the applicable law. For this reason, ANCESTRINA must not enable international destinations or products without prior review.

36. PERSONAL DATA

Data used for orders, returns, warranties, withdrawal requests, refunds and claims will be processed in accordance with ANCESTRINA’s Personal Data Processing and Privacy Policy.

Privacy inquiries: privacidad@ancestrina.com

37. CONSUMER SERVICE

Consumers may contact:

ANCESTRINA must also maintain, within the ecommerce environment, a visible and easily identifiable link to the Colombian consumer-protection authority as required by Law 1480 of 2011.

Superintendencia de Industria y Comercio — SIC

38. CHANGES

This Policy may be updated to reflect legal, operational, logistical, technological or commercial changes.

Changes may not be applied retroactively to reduce rights already accrued or replace conditions that must legally be respected for a completed transaction.

39. RELATED DOCUMENTS

40. CONTACT

ANCESTRINA SAS · NIT 901.575.993-4 · Bogotá D.C., Colombia

Address: SEC CONDOMINIO RINCÓN DE SAN PEDRO KM 6 ZN VÍA GUAYMARAL CA 48

Phone: +57 311 866 2045 · Consumer service: servicioalcliente@ancestrina.com · Store: tienda@ancestrina.com

Billing: facturacion@ancestrina.com · General email: info@ancestrina.com · Website: https://ancestrina.com/