ZUHA Warranty Policies

Warranty Policy

At ZUHA COLOMBIA, we craft our products with natural leather and high-quality materials, using carefully supervised processes to ensure their durability and good performance. For this reason, all our products come with a legal warranty for manufacturing defects, in accordance with the conditions described below.

1. Warranty Coverage

The warranty exclusively covers manufacturing defects related to materials, stitching, hardware, snaps, zippers, rivets, and workmanship, provided that the product has been used appropriately and according to its intended purpose.

2. Warranty Period

The warranty will be valid for 60 calendar days, starting from the date the customer receives the product from the shipping company.

3. Situations Covered by Warranty

The warranty will apply when the product presents failures attributable to the manufacturing process, including:

  • Abnormal detachment of seams.
  • Manufacturing defects in zippers, snaps, hardware, or rivets.
  • Structural failures in joints, finishes, or assemblies originating during the production process.
  • Material defects attributable to the manufacturing process.
  • Any other verifiable anomaly resulting from manufacturing defects or workmanship.

4. Situations Not Covered by Warranty

The warranty does not cover damage caused by external factors, improper use, natural wear and tear, or circumstances beyond the manufacturing process, including, but not limited to:

  • Scratches, scuffs, cuts, tears, punctures, stains, or discoloration caused by use.
  • Damage caused by moisture, water, rain, chemicals, or excessive exposure to sun or heat.
  • Natural wear and tear of leather, linings, finishes, paints, edges, or materials due to the passage of time and normal use.
  • Damage caused by overweight, overloading, or use other than intended for the product.
  • Deterioration resulting from improper storage or lack of maintenance.
  • Alterations, modifications, or repairs performed by third parties unrelated to ZUHA COLOMBIA.
  • Natural variations in tone, texture, grain, marks, or characteristics inherent to natural leather.
  • Damage caused by pets, sharp objects, or external agents.

5. Procedure for Submitting a Warranty Claim

To initiate a warranty claim, the customer must first contact ZUHA COLOMBIA through official service channels and provide the following information:

  • Clear photographs of the product and the issue presented.
  • Order number, invoice, or sufficient information to validate the purchase.
  • Brief description of the problem encountered.

Important: Purchase information is essential to verify the product's acquisition date and determine if the request falls within the established warranty period.

Once the required information is received, ZUHA COLOMBIA will conduct the corresponding evaluation to determine if the reported issue is covered by the warranty.

6. Product Review

When necessary, ZUHA COLOMBIA may request the physical shipment of the product for a more detailed technical inspection.

The approval or rejection of the warranty will be subject to the result of said evaluation.

7. Solutions in Case of Warranty Approval

If the warranty is approved, ZUHA COLOMBIA may take one of the following measures, depending on the nature of the case:

  • Repair the product at no cost to the customer.
  • Replace the product with an identical one or one with similar characteristics when repair is not possible.

The applicable solution will be determined by ZUHA COLOMBIA according to the technical evaluation performed and inventory availability.

8. Response Times

Evaluation, repair, or replacement times may vary depending on the nature of the reported issue, the complexity of the review, and the availability of materials or inventory. These can take between 07 to 10 business days from the receipt of the product at ZUHA COLOMBIA's facilities.

In any case, ZUHA COLOMBIA will keep the customer informed about the status of their request.

9. Care Recommendations

To prolong the life of ZUHA products, we recommend:

  • Store the product in a cool, clean, and dry place.
  • Avoid prolonged exposure to sun, moisture, or high temperatures.
  • Clean periodically with a soft, dry cloth.
  • Do not use detergents, solvents, alcohols, or abrasive products.
  • Avoid contact with rough surfaces that may damage the leather.
  • Do not overload the bag or accessory beyond its normal use capacity.

10. Service Channels

To request a warranty or receive additional information, you can contact our customer service team through the following channels:

  • WhatsApp: 318 383 7808
  • Email: gerencia@zuhaonline.com

At ZUHA COLOMBIA, we stand behind the quality of our products and are constantly working to provide a reliable, transparent, and satisfying shopping experience.