Purchase, Shipping and Customer Service Policies

1. Delivery Coverage

We provide deliveries in Sabaneta and different municipalities within the Valle de Aburrá area, subject to logistics coverage and operational availability.

Deliveries may be subject to restrictions in:

• Residential complexes with limited delivery schedules
• Rural or hard-to-access areas
• Locations affected by mobility restrictions, public order situations, or weather conditions

If a specific address is outside our delivery coverage, the customer will be informed accordingly.

 

2. Delivery Times

Orders within Sabaneta

• Orders placed before 12:00 p.m. may be delivered on the same business day.
• Orders placed after 12:00 p.m. will be scheduled for the next business day.

Orders outside Sabaneta

Orders for other municipalities within the Valle de Aburrá area will be delivered within the next 24 business hours after:

• Payment confirmation
• Order validation
• Inventory availability confirmation

Important Considerations

Delivery times are estimated and may be affected by:

• High order volumes
• Weather conditions
• Traffic or mobility issues
• External logistics situations
• Special dates or high-demand seasons

3. Business Hours and Order Processing

Business hours:

• Monday to Saturday: 7:00 a.m. – 5:00 p.m.
• Sundays and holidays: subject to operational availability

Orders placed outside business hours will be processed on the next business day.

 

4. Product Availability

All published products are subject to inventory availability.

In case of out-of-stock items or inventory issues, AQUITODO may:

• Suggest similar replacement products
• Process a partial or full refund
• Reschedule the delivery
• Place the order on hold until restocking

No order is considered guaranteed until validated by our team.

 

5. Pricing and Promotions

Published prices:

• Include applicable taxes when required
• Are subject to change without prior notice
• May vary between digital channels, WhatsApp, and physical store locations
• Apply while supplies last

Promotions, discounts, or benefits:

• Have limited validity periods
• Cannot be combined unless expressly stated
• May be subject to minimum purchase requirements

In case of evident pricing or publishing errors, AquíTodo reserves the right to cancel the order and process the corresponding refund.

 

6. Order Confirmation

An order is considered confirmed only when:

• Payment has been successfully validated
• The customer has received confirmation via WhatsApp, phone call, email, or system notification
• The order has been approved based on inventory and logistics availability

AQUITODO may request additional validations to prevent fraud or order errors.

 

7. Payment Methods

We accept the following payment methods:

• Bank transfer
• Nequi
• Daviplata
• Cash on delivery (subject to coverage)
• Debit and credit cards (if available)
• Payment platforms enabled on the website

Electronic payments are subject to validation by financial institutions.

 

8. Exchange, Return and Warranty Policy

Due to the nature of food, perishable, refrigerated, and frozen products, special restrictions apply in accordance with applicable Colombian regulations.

Returns are not accepted when:

• The product has been opened or tampered with
• The cold chain has been broken
• The product has been improperly stored after delivery
• The claim is submitted outside the established timeframe

Valid Claims

Claims related to:

• Damaged or spoiled products
• Incorrect items
• Missing products
• Damaged packaging

must be reported on the same day of delivery with photographic evidence and the order number.

Each case will be reviewed by our customer service team to determine whether a replacement, exchange, or refund applies.

 

9. Order Verification Upon Delivery

Upon receiving the order, the customer must verify:

• Product quantities
• Physical condition of products
• Delivered product references
• Refrigerated or frozen products

Acceptance of the order without observations will be understood as confirmation of satisfactory delivery.

 

10. Shipping Costs

Delivery fees may vary depending on:

• Municipality or delivery zone
• Weight and volume
• Product type
• Delivery priority

Some purchases may qualify for free shipping according to current promotional campaigns or minimum purchase amounts defined by AQUITODO.

 

11. Corporate and Wholesale Orders

Institutional, business, or high-volume orders may require:

• Prior confirmation
• Additional preparation time
• Partial or full advance payment
• Special commercial conditions

AQUITODO reserves the right to establish minimum purchase amounts for wholesale orders.

 

12. Order Cancellation

Customers may request order cancellation provided the order has not yet been dispatched.

AquíTodo may cancel orders in cases of:

• Evident pricing errors
• Suspected fraud
• Inconsistent information
• Lack of inventory
• Logistics issues or force majeure events

If an approved cancellation occurs, a full or partial refund will be processed as applicable.

 

13. Personal Data Protection Policy

AquíTodo processes personal data in accordance with Colombian Law 1581 of 2012 and other applicable regulations.

Customer information will be used exclusively for:

• Order processing
• Billing
• Deliveries and logistics
• Customer service
• Authorized promotional campaigns
• Service experience improvements

AquíTodo does not sell or share personal information with unauthorized third parties.

Customers may request updates, corrections, or deletion of their personal information through our official communication channels.

 

14. Refrigerated and Frozen Products

Refrigerated and frozen products require proper handling after delivery.

Customers must:

• Personally receive the order or authorize a third party
• Store products immediately after delivery
• Maintain recommended storage conditions

AquíTodo is not responsible for damages caused by:

• Heat exposure
• Product thawing after delivery
• Improper handling or storage

 

15. Product Images and Descriptions

Published images are for illustrative purposes only and may vary in:

• Packaging
• Design
• Brand
• Presentation
• Updated size or weight specifications from manufacturers

Product descriptions aim to be as accurate as possible; however, manufacturers or suppliers may implement updates or modifications.

 

Electronic invoices will be issued in accordance with current Colombian tax regulations.

Customers are responsible for providing accurate billing information at the time of purchase.

 

17. Customer Service

Our customer service team is available to assist with inquiries related to:

• Orders
• Payments
• Deliveries
• Warranties
• Product issues

Official customer service channels include:

• WhatsApp
• Email
• Official social media accounts
• Website

 

18. Acceptance of Terms

By placing an order with AQUITODO, the customer acknowledges having read and accepted these commercial policies and conditions.

AQUITODO reserves the right to update these policies at any time without prior notice by publishing the latest version through its official channels.