Delivery times begin counting one day after the purchase is made. For deliveries in Medellín and the metropolitan area, the time frame is between 3 and 5 business days. National shipments take between 5 and 7 business days, and international shipments take between 7 and 15 business days.

National and international orders are dispatched with the carrier FedEx, and once your order is shipped, you will receive the tracking number via email to track your package.

The international shipping cost is $70, and it is to be covered by the customer. 

Shipping costs will be informed to the customer before making the payment. Payment policies for shipping costs may change suddenly, but any changes will be communicated before each purchase.

The recipient is responsible for paying all duties, taxes, and any applicable customs or fees. SER is not responsible for these charges, as they are determined by local customs authorities.

To request a change to your order, please contact our support team as soon as possible via WhatsApp at +57 316 2815355 / +1 786 6537559 or email us at support@serser.com. We will do our best to accommodate your request.

The maximum period to request a return is 3 business days immediately after receiving the product.

The maximum period to report an issue (missing items, damage, excess, or withdrawal) with the order is 3 business days immediately after receiving the product.

In cases of returns due to withdrawal, incorrect product, or different product specifications, it is essential that the products meet the original delivery conditions: in perfect state (the products must not have been used even once), complete, and in their original packaging.

Delivery of the order may take from 5 to 7 business days to major cities and up to fifteen (15) business days to intermediate or remote cities/towns.

Reasons for Return or Warranty Request:

• Withdrawal: When the purchased product is no longer wanted by the end consumer.
• Damage and/or broken product: When the product has been damaged during the transportation process and has not been used.
• Different specifications: When the received product has different specifications than those stated in the product description on the SER website (size, color, measurements, materials, etc.).
• Incomplete product: Refers to orders that may be incomplete.
• Uninvoiced excess: When a product is received that is not listed on your invoice and was not requested.

Authorized channels for requesting returns or warranty: The channels provided by SER for initiating the product return process are via email at support@serser.com or through the mobile line +57 316 2815355 / +1 786 6537559

Right of Withdrawal

As long as the consumer has not used the product, they may exercise the right of withdrawal within 3 business days from the date of delivery.
The consumer must return the product to the store by the same means and in the same condition in which it was received. The customer is required to send the packaging with the product, along with the receipt or invoice confirming the purchase, and the completed return form. The consumer will bear the transportation costs and any other expenses associated with returning the item.
The product must not have been used; otherwise, the withdrawal will be rejected as the "item has been consumed."

Once the item has been received and verified to be in optimal condition, the store will refund the consumer the full amount paid, without any deductions or withholdings. In any case, the refund to the consumer must not exceed thirty (30) calendar days from the moment the right of withdrawal was exercised. The consumer can exercise this right through the email, WhatsApp, or phone line provided on the website, as long as the conditions outlined in this section are met.