If you want to make an exchange, warranty or report a delay or error with your order, please fill out the form below and we will contact you to help you.

If you have any questions about the process, you can call us at ********** or write us on WhatsApp ********** from Monday to Saturday from 9 am to 6 pm and Sundays and holidays from 9 am to 4 pm.

Changes

You can request a change, yes:

1. Product or service is failing within the allotted time period.

2. You did not like the product or service.

In order for you to request the change you must take into account that:

⦁ You have thirty (30) calendar days from the time the Product or service reaches you to make the exchange.
⦁ The exchange does not apply if you used the Product or service, it must be in perfect condition and without modifications.
⦁ The Product or service must have the internal and external labels affixed, if digital without modifications.
⦁ You can make the exchange for Product or service of equal or greater value.
⦁ The systems, app, games, screens, animatronics, devices, have no exchange, but they do have warranty.
⦁ In case of straps or pins, they must have the display carton in perfect condition, as well as their original packaging.
⦁ If you make an exchange of a purchase in store you must send us the Product or service, according to the data that we will provide you at the time of the generation of the request.
⦁ If the Product or service does not meet the requirements, we reserve the decision not to make the exchange.
⦁ You must get the Product or service to us within fifteen (15) calendar days from the date you made the request.
⦁ For cases where free pickup applies, the carrier will make a maximum of 3 pickup attempts. If after the 3 attempts the pickup is not successful, the exchange request will be cancelled.
⦁ If you send a Product or service that does not have a registered request, we will contact you to generate a new request in accordance with our policies.

How to make a change?

⦁ Request your change in this link  https://in-wt.com/guarantees
⦁ The change request will be active for seven (7) days, after this time you must fill it out again.
⦁ If the product to be exchanged has a discount and/or is a product from the COSAS catalog, you must send it to us according to the information we will provide you at the time of generating the request.
⦁ If the Product or service you want to exchange is not discounted, we will pick up the Product or service at the address you gave us in the exchange request, this pick up is FREE.
⦁ When the Product or service arrives to us, we will verify that all the data match the information in the request and we will generate a code that you can redeem at the checkout of the website for the balance in favor for you to make a new purchase, remember that it must be for an equal or higher value.
⦁ If at the moment of using the code in a new purchase you must pay any surplus, this difference will have a minimum value according to the payment method you are going to use: If it is Efecty it must be greater than COP $ 5,000, if it is PSE it must be greater than COP $ 1,600, if it is Corresponsal Bancario or Botón Bancolombia it must be greater than COP $ 1,500 and if it is Credit Card it must be greater than COP $ 1,000, according to the policies of Mercado Pago or Wompi.
⦁ If the pickup is taking a little longer than normal, we will contact you to discuss the situation and provide a solution.

Please note that if the Product or service you sent us does not meet the requirements, we reserve the right not to make the exchange.

Important: When redeeming your code keep in mind that:

1. The code does not apply to physical stores, only for exclusive use on the website, app, etc.

2. For the code to be applied, you must choose a payment method other than Cash on Delivery.

3. The code only applies to purchases for a value greater than the balance of the code.

4. The code does not apply to freight payment (in case you have to pay freight).

5. The code only applies to purchases in the name of the same customer.

If you have any news with your code or if you prefer us to refund your credit balance, you can write to us to offer you a solution.

Warranties

In order for you to be able to apply for the warranty you must take into account that:

⦁ You have 60 calendar days from the time the Product or service reaches you to request the warranty.
⦁ The warranty does not apply when you misuse, improperly clean and/or modify the Product or service.
⦁ In the request you must send us by image or video detail of the defect in the product.
⦁ You can choose a code for the value of the credit balance to redeem it on the website, or if you prefer, we will refund your money.
⦁ Collection of the Product or service is free of charge.
⦁ To pick up the Product or service, the carrier will make a maximum of 3 pick-up attempts. If after the 3 attempts the pick-up is not successful, the warranty claim will be cancelled.
⦁ If you deliver to the carrier Product or service that does not have a request registered, we will contact you to generate a new request in accordance with our policies.

How to make a warranty?

⦁ Enter your request in this link https://in-wt.com/guarantees
⦁ The warranty application will be active for twenty (20) days, after this time you must fill it out again.
⦁ If necessary, we will contact you to let us know what happened to your Product or service and if applicable, continue with the process.
⦁ Once your request is approved, we will give you a code that you can redeem at the checkout of the website for the balance in favor for you to make the new purchase, remember that it must be for an equal or higher value, or if you prefer, we will refund your money.
⦁ If you chose the code and at the moment of using it in a new purchase you must pay any surplus, this difference will have a minimum value according to the payment method you are going to use: If it is Efecty it must be greater than COP $ 5.000, if it is PSE it must be greater than COP $ 1.600, if it is Correspondent Banking or Bancolombia Button it must be greater than COP $ 1.500 and if it is Credit Card it must be greater than COP $ 1.000, according to the policies of Mercado Pago or Wompi.
⦁ If you choose cash back, it will be reflected in your account in up to 30 calendar days after we receive the Product or service.

Please note that if the Product or service you sent us does not meet the requirements, we reserve the right not to generate the coupon or refund under warranty.

Important: When redeeming your code keep in mind that:

1. The code does not apply to physical stores, only for exclusive use on the website.

2. For the code to be applied, you must choose a payment method other than Cash on Delivery.

3. The code only applies to purchases for a value greater than the balance of the code.

4. The code does not apply to freight payment (in case you have to pay freight).

5. The code only applies to purchases in the name of the same customer.

If you have any news with your code or if you prefer us to refund your credit balance, you can write to us to offer you a solution.

New orders

In case you receive an order that is not yours, you have a missing or excess item, or you have any other news, you have a period of 48 hours after receiving the order to tell us, and you must also send us a photograph showing the novelty presented with the package.

How do I report a new development?

⦁ Enter your request in this link  https://in-wt.com/guarantees
⦁ We will contact you so you can tell us more about what happened.
⦁ If you received one item too many we will schedule a pickup for you... Thank you for letting us know.
⦁ If you missed an item, we will check what might have happened and look for a solution to give you.
⦁ If you received the wrong order, we will schedule a pickup of the Product or service you received and provide you with a solution.

Returns

In order to request your money back, you must take into account that:

⦁ You have five (5) business days from the time you received the Product or service to request a refund.
⦁ Remember that you must bear the cost of shipping the Product or service.
⦁ You must send us the Product or service you want to return within twenty (20) calendar days of submitting the request.
⦁ Systems, apps, games, screens, animatronics, devices, do not apply for refund.
⦁ The refund does not apply if you used or modified the Product or service, it must be in perfect condition.
⦁ The Product or service must have internal and external labels affixed.
⦁ In case of straps or pins, they must have the display carton in perfect condition, as well as their original packaging.
⦁ If you send a Product or service that does not have a registered request, we will contact you to generate a request.

How to request a refund?

⦁ Enter your request in this link https://in-wt.com/guarantees
⦁ We will contact you to confirm the data. You must share with us the tracking number of the shipment you send us with the Product or service.
⦁ The refund can take up to thirty (30) calendar days from the time we receive the Product or service; when we do it we will send you the receipt to the mail.
⦁ If you paid with PSE, Tarjeta Débito, Efecty or Contraentrega, we will make the refund to a debit account (no refunds are made through Efecty or other channels).
⦁ If you do not have a debit account you must fill out the authorization for us to return the money to someone else's account and also share with us the bank reference of this person.
⦁ If you paid by Credit Card, a refund will be requested to your bank so that the purchase can be deducted from your statement.
⦁ For us to refund the money to a different payment method than the one used for the purchase, you must indicate it in the request and give us the necessary information to make the refund.