Refund policy
EXCHANGE AND RETURN POLICY
At PLAIA Cool Wear we want you to enjoy your purchase with complete peace of mind. That's why we have the following exchange and return policy:
🕒 Exchange window
Exchanges can be requested within 15 calendar days of the order's delivery date.
👕 Product condition
For an exchange to be approved, the item must be:
- Unused
- With its original tags
- In perfect condition
- In its original packaging
For hygiene reasons, we do not accept exchanges or returns of items that have been worn or washed.
🔄 What exchanges do we accept?
We accept exchanges for:
- Size
- Style or color (subject to stock availability)
We do not issue refunds.
If the item you want is not available, you will receive store credit to use on our brand.
🚫 Items NOT eligible for exchange
- Items on promotion or SALE
- Items without tags or with signs of use
🚚 Shipping costs
- The customer covers the shipping costs of the exchange.
- If the exchange is due to a PLAIA error (wrong item or manufacturing defect), we cover the shipping.
⚠️ Defective items
If you receive an item with a manufacturing defect, you must let us know within 3 calendar days of delivery and send photo evidence.
Once validated, the exchange is free of charge.
📩 How to request an exchange
- Write to us at plaiabeachwear@gmail.com or on WhatsApp +57 313 7447800
- Include:
- Order number
- Reason for the exchange
- Desired style and size
- We will send you the instructions for shipping the item.
📍 Contact
Email: plaiabeachwear@gmail.com
WhatsApp: +57 313 7447800
Customer service hours: Monday to Friday, 8:00 am to 5:00 pm (Colombia time, GMT-5).