Privacy Policy

PRIVACY POLICY

In Naranja Furcado we want our customers to feel confident and safe when they are browsing through our website. This is why the purpose of the privacy policies is to establish the rules on the collection, use and storage of data and information collected from Internet users. In accordance with Ley 1581 de 2012 and Decreto 1377 de 2013 (Colombia´s Personal Data Protection Law), NARANJA FURCADO S.A.S. is responsible for handling the personal data collected from customers during the purchase process. In addition to this, we are committed to using the most suitable and qualified programs on our website to keep the confidentiality of our customers’ data, as well as to achieve the protection of those data with respect to third parties. We will use the information provided by our customers to process and deliver orders, to send notifications about the status of orders and to send information that may be useful to our customers or that they have specifically requested, including information about our products, services and offers, unless they tell us that they object to being contacted for these purposes through info@naranjafurcado.com. It should be noted that we may share your data with third parties to assist us with any of the functions mentioned in our Privacy Policy. In this vein, we may use third parties to assist us with delivering product promotions, collecting payments, shipping products or managing customer service systems. We also may exchange information with third parties for fraud protection and risk reduction purposes. Nevertheless, the third parties must agree to maintain the privacy policies in this document for the handling of your data.

 

TERMS AND CONDITIONS 

 At Naranja Furcado we want to give you a warm welcoming to our website, we really appreciated the fact you are visiting us. These Terms of Service are a legally binding contract between you and NARANJA FURCADO S.A.S. regarding the use of our web site constituted under the Colombian law, whose main activity is to allow the display and marketing of products for their online acquisition by consumers. By entering the www.naranjafurcado.com website you acknowledge and agree that all copyrights, section designs, graphics, visual interfaces, product designs, site appearance, trademark, graphic content and all other intellectual property rights and content-related materials as described herein, compilation, information, data, including all html code enabling navigation through the site, source code and all other elements comprising the site shall remain at all times to www.naranjafurcado.com and are the property of NARANJA FURCADO S.A.S. You are permitted to use the content only as expressly authorized by NARANJA FURCADO S.A.S. in its policies, terms and conditions; any reproduction, copying or distribution of the above-mentioned content is prohibited and may result in civil and criminal penalties. *Accessing, browsing and purchasing the www.naranjafurcado.com website, you accept and are subject to these Conditions, and all applicable laws shall govern and be interpreted in accordance with Colombian law. *Users who enter the site www.naranjafurcado.com from countries other than Colombia, may make purchases subject to Colombian regulations. *If you are under 18, you must inform your parents or guardians about the policy of personal data processing at our website and the registration and use of this site or any of its services must be made by your representative who in accordance with the law is obliged to take into account their opinion prior to granting permission and in general against any treatment that is given to their data.

 

EXCHANGES AND RETURNS 

At Naranja Furcado our interest is to generate complete customer satisfaction when purchasing one of our products, therefore we have a commercial policy of changes different from the guarantee policy. The requests and complaints regarding these changes must be made within a maximum of 15 days, counting from the date of delivery of the product. Within this period, the customer must contact info@naranjafurcado.com , in order to express his will. However, the product to be changed must be in perfect condition, with the original labels and packaging (under no circumstances will the change be made to a product that has at least one sign of used). Our team will respond to your request within a maximum of 15 working days and will indicate the steps to be followed for the return of the package. If it is verified that the respective change meets all conditions, then an exchange will be offered by size but there will never be a refund. Likewise, purchases of promotional items will only be offered exchange per size. *Shipping costs, by virtue of the return, must be totally assumed by the customer. *NARANJA FURCADO S.A.S., is not responsible for the loss of packages with items in return.

 

REVERSIÓN DE PAGO

 To request the reversal of the money you paid in your purchase we inform you that according to current colombian regulations, your request must meet the following requirements: a. make a formal written complaint to our costumer care team through info@naranjafurcado.com. b. according to the law, it is mandatory that your claim falls within one of these situations: ● When you have been the victim of a fraud. ● When it corresponds to a transaction that you have not requested. ● When you have not received the product you bought in the indicated time. ● When the product you received is not the one you bought, or it does not comply with the ones informed about it. ● When the product you received is defective. c. our team will review in the shortest time possible the complaint submitted by the customer and then they would contact the client to inform the steps to follow to result in the return of the money. In any case, we warn you that the information of the purchase will be charged again and definitively, when an administrative or jurisdictional authority decides that the reversal was improper, which can happen when it is proven that the alleged cause was not present. 

 

WARRANTY

 El Estatuto del Consumidor (Ley 1480 de 2011) defines the guarantee as the temporary obligation of every supplier or marketer to respond for the quality, suitability and safety of the products or services that are placed on the market. Therefore, it is the obligation of NARANJA FURCADO S.A.S to respond for the guarantee when there is a failure or damage to the product, that is, when the quality, suitability or safety conditions are affected. The term of the warranty for items purchased through our website, for defects in quality, suitability and safety is ninety (90) calendar days from the date of delivery. For any warranty claim you must write directly to info@naranjafurcado.com to be analyzed by the area in charge, which will determine the origin or not of the same (after analyzing the product that is the subject of the claim) and then provide a response within 15 working days, in accordance with the law. The buyer may request a refund, exchange or balance in favor if his item presents any of the following criteria of non-conformity in quality: The costs of sending changes for guarantees will be assumed by NARANJA FURCADO S.A.S., under the understanding that the customer will be responsible for sending the package with cash on delivery. However, NARANJA FURCADO S.A.S. is not responsible under any circumstances for the loss or damage of the packages during the shipping process. The term of availability of spare parts, parts, supplies and skilled labor in case of repair request will be 30 days from the date of purchase. The costs associated with a repair -not covered by warranty- will be assumed by the customer. 

 

 

THE SALE

 Any sale that is executed is considered to be a firm sale, therefore no return of the respective product or money may be admitted when the circumstances for such act are not based on the law. If for any reason, such circumstances are in fact based on the law, the return of the money will be made without any interest, premiums or additional sums, and all shipping costs that would have been incurred (if there is no legal prohibition) will also be discounted.

 

INTERCAMBIOS Y DEVOLUCIONES

 En Naranja Furcado nuestro interés es generar la completa satisfacción del cliente al adquirir uno de nuestros productos, por lo que tenemos una política comercial de cambios diferente a la política de garantía. Las solicitudes y reclamaciones sobre estos cambios deben realizarse en un plazo máximo de 15 días, a contar desde la fecha de entrega del producto.

 Dentro de este plazo, el cliente debe contactar con info@naranjafurcado.com , para expresar su voluntad. No obstante, el producto a cambiar debe estar en perfecto estado, con las etiquetas y embalajes originales (en ningún caso el cambio se realizará en un producto que tenga al menos una señal de uso).

 Nuestro equipo responderá a su solicitud en un plazo máximo de 15 días hábiles e indicará los pasos a seguir para la devolución del paquete. Si se comprueba que el cambio respectivo cumple todas las condiciones, entonces se ofrecerá un cambio por talla pero nunca habrá reembolso. Asimismo, las compras de artículos promocionales sólo se ofrecerán cambio por talla.

 *Los gastos de envío, en virtud de la devolución, deben ser asumidos totalmente por el cliente.
 *NARANJA FURCADO S.A.S., no se hace responsable de la pérdida de paquetes con artículos en devolución.

 

REVERSIÓN DE PAGO

 Para solicitar la devolución del dinero que pagó en su compra le informamos que de acuerdo con la normativa colombiana vigente, su solicitud debe cumplir con los siguientes requisitos:

 a. Presentar una queja formal por escrito a nuestro equipo de atención al cliente a través de info@naranjafurcado.com.

 b. de acuerdo con la ley, es obligatorio que su reclamo se encuentre dentro de una de estas situaciones:

 ● Cuando haya sido víctima de un fraude.

 ● Cuando corresponda a una transacción que no haya solicitado.

 ● Cuando no ha recibido el producto que compró en el tiempo indicado.

 ● Cuando el producto que ha recibido no es el que compró, o no cumple con los que le han informado.

 ● Cuando el producto que ha recibido es defectuoso.
 c. nuestro equipo revisará en el menor tiempo posible la queja presentada por el cliente y luego se pondrán en contacto con el cliente para informarle de los pasos a seguir para dar lugar a la devolución del dinero.

 En cualquier caso, le advertimos que la información de la compra será cobrada nuevamente y de forma definitiva, cuando una autoridad administrativa o jurisdiccional decida que la devolución fue improcedente, lo cual puede suceder cuando se compruebe que la supuesta causa no estaba presente.


 GARANTÍA

 El Estatuto del Consumidor (Ley 1480 de 2011) define la garantía como la obligación temporal de todo proveedor o comercializador de responder de la calidad, idoneidad y seguridad de los productos o servicios que se comercialicen.

 Por lo tanto, es obligación de NARANJA FURCADO S.A.S. responder de la garantía cuando se produzca un fallo o daño en el producto, es decir, cuando se vean afectadas las condiciones de calidad, idoneidad o seguridad.

 El plazo de garantía de los artículos adquiridos a través de nuestra página web, por defectos de calidad, idoneidad y seguridad es de noventa (90) días naturales a partir de la fecha de entrega.

 Para cualquier reclamo de garantía deberá escribir directamente a info@naranjafurcado.com para ser analizado por el área encargada, la cual determinará el origen o no del mismo (luego de analizar el producto objeto del reclamo) y luego dará una respuesta dentro de los 15 días hábiles, de acuerdo a la ley.

 El comprador podrá solicitar la devolución, el cambio o el saldo a favor si su artículo presenta alguno de los siguientes criterios de no conformidad en la calidad:

 Los gastos de envío de los cambios por garantías serán asumidos por NARANJA FURCADO S.A.S., entendiéndose que el cliente será responsable del envío del paquete con contrareembolso. Sin embargo, NARANJA FURCADO S.A.S. no se hace responsable en ningún caso de la pérdida o daño de los paquetes durante el proceso de envío. 

El plazo de disponibilidad de los repuestos, piezas, suministros y mano de obra especializada en caso de solicitud de reparación será de 30 días a partir de la fecha de compra. Los costes asociados a una reparación -no cubiertos por la garantía- serán asumidos por el cliente.

SHIPPING AND DELIVERY

At our online store we want to deliver your order in the shortest time possible, ensuring that your order is delivered within the agreed time. We will try to make the delivery within the following deadlines: a. National orders (Colombia): The shipment of the products will be made through FEDEX COLOMBIA, an external logistic operator and contracted by NARANJA FURCADO S.A.S. The logistic operator is responsible for the safe delivery of the products and in the agreed times. We have a delivery time of 1 to 15 working days, counted from the day after the order is placed. b. International orders (outside Colombia): The shipment of the products will be made through FEDEX COLOMBIA, an external logistics operator and contracted by NARANJA FURCADO S.A.S. The logistic operator is responsible for the safe delivery of the products and in the agreed times. Keep in mind that delivery time may vary by retentions or delays in customs or local authorities. In any case according to the legal regime, and if the delivery of the order is not achieved within thirty (30) calendar days you can request the cancellation of the transaction and refund the price paid. Once this request has been submitted, the refund of the price paid will be made effective within a maximum period of thirty (30) calendar days, counting from the date on which you report the non-receipt of the order within thirty (30) days. It is important to keep in mind that the value of the shipment is not included in the value of the products. You will be informed during the purchase process at check-out, after entering the delivery address of your order.



ORDER STATUS

We will email you the order status information, which includes when payment is approved, when the order is being processed and when it is invoiced and shipped. We will ensure that the order is delivered on time, however we appreciate your understanding if there is a delay (which we will let you know). We do not ship on Saturdays, Sundays or public holidays. In case the order requires additional information to be processed, we will communicate by email.

FREE SHIPPING

For purchases over 500,000 COP the customer will be entitled to free shipping of their order. The free shipping applies only to the goods. Taxes, duties and large shipping costs do not count towards the free shipping total.

Has my order been shipped?

Once your order is shipped, you will receive a confirmation e-mail with the tracking number. Your parcel is fully traceable on the carrier’s website, using the tracking number received. Don't hesitate to contact our carrier or our customer service for any further questions.


ENVÍO Y ENTREGA

 En nuestra tienda online queremos entregar su pedido en el menor tiempo posible, asegurándonos de que su pedido sea entregado en el tiempo acordado. Intentaremos hacer la entrega dentro de los siguientes plazos:

 a. Pedidos nacionales (Colombia): El envío de los productos se realizará a través de FEDEX COLOMBIA, un operador logístico externo y contratado por NARANJA FURCADO S.A.S. El operador logístico es responsable de la entrega segura de los productos y en los tiempos acordados. Tenemos un tiempo de entrega de 1 a 15 días hábiles, contados a partir del día siguiente a la realización del pedido.

 b. Pedidos internacionales (fuera de Colombia): El envío de los productos se hará a través de FEDEX COLOMBIA, operador logístico externo y contratado por NARANJA FURCADO S.A.S. El operador logístico es responsable de la entrega segura de los productos y en los tiempos acordados. Hay que tener en cuenta que el tiempo de entrega puede variar por retenciones o retrasos en las aduanas o las autoridades locales.

 En cualquier caso según el régimen legal, y si la entrega del pedido no se realiza en un plazo de treinta (30) días naturales se puede solicitar la anulación de la operación y la devolución del precio pagado. Una vez presentada esta solicitud, la devolución del precio pagado se hará efectiva en un plazo máximo de treinta (30) días naturales, contados a partir de la fecha en que se comunique la no recepción del pedido en el plazo de treinta (30) días.

 Es importante tener en cuenta que el valor del envío no está incluido en el valor de los productos. Se le informará durante el proceso de compra en el momento de la salida, tras introducir la dirección de entrega de su pedido.


 ESTADO DEL PEDIDO

 Le enviaremos por correo electrónico la información sobre el estado del pedido, que incluye cuándo se aprueba el pago, cuándo se procesa el pedido y cuándo se factura y se envía. Nos aseguraremos de que el pedido se entregue a tiempo, sin embargo apreciamos su comprensión si hay un retraso (que le haremos saber). No realizamos envíos los sábados, domingos o días festivos. En caso de que el pedido requiera información adicional para ser procesado, nos comunicaremos por correo electrónico.


 ENVÍO GRATUITO

 Para compras de más de 800.000 COP el cliente tendrá derecho al envío gratuito de su pedido. El envío gratuito se aplica sólo a las mercancías. Los impuestos, derechos y los grandes gastos de envío no cuentan en el total del envío gratuito.


 POLÍTICAS DE PRIVACIDAD

 En Naranja Furcado queremos que nuestros clientes se sientan seguros y confiados cuando navegan por nuestra web. Por ello, el propósito de las políticas de privacidad es establecer las normas sobre la recogida, uso y almacenamiento de los datos e información que se recogen de los usuarios de Internet.

 De acuerdo con la Ley 1581 de 2012 y el Decreto 1377 de 2013 (Ley de Protección de Datos Personales de Colombia), NARANJA FURCADO S.A.S. es responsable del manejo de los datos personales de los clientes durante el proceso de compra. Además, nos comprometemos a utilizar los programas más adecuados y cualificados de nuestra web para mantener la confidencialidad de los datos de nuestros clientes, así como para conseguir la protección de dichos datos frente a terceros.

 Utilizaremos la información proporcionada por nuestros clientes para procesar y entregar los pedidos, para enviar notificaciones sobre el estado de los pedidos y para enviar información que pueda ser útil para nuestros clientes o que ellos hayan solicitado específicamente, incluyendo información sobre nuestros productos, servicios y ofertas, a menos que nos digan que se oponen a ser contactados para estos fines a través de info@naranjafurcado.com.

 Cabe señalar que podemos compartir sus datos con terceros para que nos ayuden con cualquiera de las funciones mencionadas en nuestra Política de Privacidad. En este sentido, podemos utilizar a terceros para que nos ayuden con la entrega de promociones de productos, el cobro de pagos, el envío de productos o la gestión de los sistemas de atención al cliente. También podemos intercambiar información con terceros para la protección contra el fraude y la reducción de riesgos. No obstante, los terceros deben comprometerse a mantener las políticas de privacidad de este documento para el manejo de sus datos.

SHIPPING INFORMATION

What countries does Naranja Furcado deliver to?

We ship both nationally within Colombia and internationally.

What delivery services are available?

All our shipments are handled by FEDEX COLOMBIA, an external logistics provider contracted by Naranja Furcado S.A.S., ensuring safe and timely delivery of your order.

Is the delivery of my order free?

Yes! We offer free shipping for orders over 500,000 COP. Please note that taxes, duties, and oversized shipping costs are not included in this amount.

Do I need to pay customs fees?

For international orders, customs duties and taxes may apply depending on your country’s regulations. These fees are the customer's responsibility and are not included in the product or shipping costs.

What is the delivery time for my order?

  • National Orders (Colombia): 1 to 15 business days after the order is placed.

  • International Orders: Delivery time may vary depending on customs clearance and local regulations. If your order is not delivered within 30 calendar days, you may request a refund.

How can I track my order?

Once your order is processed, we will send you an email with the tracking information, including payment approval, order processing, invoicing, and shipping updates.

Has my order been shipped?

Once your order is shipped, you will receive a confirmation email with the tracking number. Your parcel is fully traceable on the carrier’s website, using the tracking number received. Don't hesitate to contact our carrier or our customer service department regarding any further questions.

EXCHANGES AND RETURNS

1. How long does a customer have to request a product exchange?
 Customers have a maximum of 15 days from the delivery date to request an exchange.

2. What conditions must a product meet to be eligible for an exchange?
 The product must be in perfect condition, with its original tags and packaging. Products that show signs of use will not be accepted.

3. Does Naranja Furcado offer refunds for product exchanges?
 No, Naranja Furcado only allows exchanges for size. Refunds will never be issued.

4. Can promotional items be exchanged or returned?
 Purchases of promotional items only allow exchanges for size, not returns.

5. Who covers the shipping costs for exchanges or returns?
 The customer must fully cover all shipping costs for exchanges or returns.

6. What happens if the return package is lost?
 Naranja Furcado is not responsible for lost packages sent by the customer during the return or exchange process.

PAYMENT REVERSAL

7. In what cases can a customer request a payment reversal?
 According to Colombian law, a customer can request a payment reversal if:

  • They were victims of fraud.

  • The purchase corresponds to an unauthorized transaction.

  • They did not receive the product within the indicated time.

  • The received product is different from the one purchased or does not match the described characteristics.

  • The received product is defective.

8. How should a customer proceed to request a payment reversal?
 They must submit a formal written request to customer service at info@naranjafurcado.com, explaining the reason for the reversal.

9. What happens if an authority determines that the reversal was improper?
 If an administrative or judicial authority determines that the reversal was unjustified, the payment will be charged again to the customer.

WARRANTY

10. What is the warranty period for Naranja Furcado products?
 The warranty period is 90 calendar days from the delivery date.

11. When does a product warranty apply?
 The warranty covers defects in quality, suitability, or safety of the product.

12. How can a customer request a product warranty?
 The customer must send an email to info@naranjafurcado.com detailing the issue so the Naranja Furcado team can analyze the case.

13. Who covers the shipping costs for a warranty claim?
 The customer must send the package with cash on delivery. However, Naranja Furcado is not responsible for lost or damaged packages during shipping.

14. How long does the company take to respond to a warranty request?
 The company will analyze the case and respond within a maximum of 15 business days.

15. How long does Naranja Furcado have to provide spare parts or repairs under warranty?
 The period for the availability of spare parts, components, and labor is 30 days from the purchase date.

SALES POLICY

16. Can I return a product if I don't like it or change my mind?
 No. All sales are final, and returns are not accepted unless legally required.

17. If a return is approved, are shipping costs refunded?
 No. If a return is approved, the refund will be issued without interest or additional charges, and shipping costs will be deducted.


PRIVACY POLICY

In Naranja Furcado we want our customers to feel confident and safe when they are browsing through our website. This is why the purpose of the privacy policies is to establish the rules on the collection, use and storage of data and information collected from Internet users. In accordance with Ley 1581 de 2012 and Decreto 1377 de 2013 (Colombia´s Personal Data Protection Law), NARANJA FURCADO S.A.S. is responsible for handling the personal data collected from customers during the purchase process. In addition to this, we are committed to using the most suitable and qualified programs on our website to keep the confidentiality of our customers’ data, as well as to achieve the protection of those data with respect to third parties. We will use the information provided by our customers to process and deliver orders, to send notifications about the status of orders and to send information that may be useful to our customers or that they have specifically requested, including information about our products, services and offers, unless they tell us that they object to being contacted for these purposes through info@naranjafurcado.com. It should be noted that we may share your data with third parties to assist us with any of the functions mentioned in our Privacy Policy. In this vein, we may use third parties to assist us with delivering product promotions, collecting payments, shipping products or managing customer service systems. We also may exchange information with third parties for fraud protection and risk reduction purposes. Nevertheless, the third parties must agree to maintain the privacy policies in this document for the handling of your data.

 


TERMS AND CONDITIONS 

 At Naranja Furcado we want to give you a warm welcoming to our website, we really appreciated the fact you are visiting us. These Terms of Service are a legally binding contract between you and NARANJA FURCADO S.A.S. regarding the use of our web site constituted under Colombian law, whose main activity is to allow the display and marketing of products for their online acquisition by consumers. By entering the www.naranjafurcado.com website you acknowledge and agree that all copyrights, section designs, graphics, visual interfaces, product designs, site appearance, trademark, graphic content and all other intellectual property rights and content-related materials as described herein, compilation, information, data, including all html code enabling navigation through the site, source code and all other elements comprising the site shall remain at all times to www.naranjafurcado.com and are the property of NARANJA FURCADO S.A.S. You are permitted to use the content only as expressly authorized by NARANJA FURCADO S.A.S. in its policies, terms and conditions; any reproduction, copying or distribution of the above-mentioned content is prohibited and may result in civil and criminal penalties. *Accessing, browsing and purchasing the www.naranjafurcado.com website, you accept and are subject to these Conditions, and all applicable laws shall govern and be interpreted in accordance with Colombian law. *Users who enter the site www.naranjafurcado.com from countries other than Colombia, may make purchases subject to Colombian regulations. *If you are under 18, you must inform your parents or guardians about the policy of personal data processing at our website and the registration and use of this site or any of its services must be made by your representative who in accordance with the law is obliged to take into account their opinion prior to granting permission and in general against any treatment that is given to their data.