Konetzi SAS sets up the paperwork and processes behind small commerce in Cali — orders, refunds, warranties, records. This page covers the part every merchant eventually learns the hard way: Colombian law gives the online customer three specific rights, each on its own clock, and a shop that builds them into its process stops losing money and arguments to them.
Sales where the customer could not examine the goods first: internet, telephone, catalogue and other distance sales, and financed purchases. It does not apply to ordinary in-person retail.
The customer returns the product in the same condition, normally bearing the return transport cost unless the seller offers otherwise. The seller then refunds all of the money within thirty calendar days.
Purchases paid with cards or other electronic instruments, when the operation was fraudulent or unauthorised, the product never arrived, what arrived was not what was ordered, or it arrived defective.
The customer complains to the seller and notifies the issuer of the payment instrument within the period. The reversal then runs through the payment system — which is why it exists: the money moves back without waiting for the argument to end.
Every sale. The legal guarantee exists by law, not by the seller's goodwill, and where no term is announced the law supplies one — for new products, a year as the general default.
A product that fails within the guarantee is repaired; if the failure repeats or repair is not possible, the customer chooses between a replacement and the money. "We don't handle warranties, talk to the brand" is not a lawful answer — the seller answers to the buyer.
Summarised from the Estatuto del Consumidor (Ley 1480 de 2011) and its regulations; the statute and the Superintendencia de Industria y Comercio control. Periods are counted as the law provides — when in doubt, count conservatively.
Most of what merchants lose around returns is not the refunds — it is the chaos: no record of what was delivered when, no process for a reversal notice, arguments conducted by WhatsApp with no paper anywhere. The rights are not going away. The process is yours to fix.
Proof of delivery with a date. Retracto counts from delivery, reversión turns on whether delivery happened, and the guarantee needs a start date. A shop that can show when the thing arrived has already won most of the conversations this page describes.
Konetzi SAS is a small administrative services company in Cali. We help merchants set up the processes above: order and delivery records, written returns procedures, dispute files, warranty logs, and the documentation a shop needs when a customer, a platform or an authority asks what happened. The work is clerical and it is deliberately narrow.
Where a question is legal — whether a specific case qualifies, how to answer a SIC complaint — the answer belongs to a lawyer, and we say so rather than improvising one. Our registered office is at Centro Comercial Campanario, oficina 441, in Cali; we receive visitors by appointment, so please write or call first.
Tell us what you sell and what your returns process looks like today — even if the honest answer is "it doesn't".