Effective date: October 3, 2026
This is an English translation provided for convenience. In the event of any discrepancy, the Spanish version (Política de Devoluciones, Retracto y Reversión del Pago) prevails.
This Policy is issued in compliance with Law 1480 of 2011 (Colombian Consumer Statute) and its regulations, and applies to purchases made on https://bellabio.co, operated by BellaBio LLC, a company registered in Wyoming, USA, with registered address at 1619 Sheridan Way, Wyoming, USA.
1. Right of withdrawal (retracto), article 47 of Law 1480 of 2011
Because this is a distance sale, you may withdraw from your purchase within five (5) business days after the product is delivered, without having to give a reason.
1.1 How to withdraw
- Write to hello@bellabio.net or call +1 408-908-8375 within that period with your name, order number and a statement that you wish to withdraw.
- We will confirm receipt of your request and give you the return address.
- Return the product by the same means and in the same condition in which you received it: unopened, with seals intact and in its original packaging, together with any included accessories.
- Return shipping and other return costs are paid by the consumer, as provided by law.
1.2 Refund
Once you withdraw, we will refund all amounts paid in money, with no discounts or deductions of any kind, using the original payment method or another method agreed with you. The refund will be made within no more than thirty (30) calendar days from the date you exercised the right.
1.3 Exceptions to withdrawal
Under article 47 of Law 1480 of 2011, the right of withdrawal does not apply, among other cases, to contracts for goods that by their nature cannot be returned or may deteriorate or expire rapidly, or to perishable goods. Many of our products are temperature-sensitive lyophilized compounds whose integrity depends on proper storage and on the vial seal remaining intact. Therefore:
- Withdrawal applies to products returned unopened, with the vial seal and original packaging intact and no signs of handling.
- Withdrawal does not apply, as this falls within the legal exception, when the vial has been opened, the seal is broken, the product has been reconstituted or there are signs of handling that make it impossible to guarantee its integrity.
This exception does not affect your right to the legal warranty for defective products or products that do not match your order (section 2), or your right to payment reversal (section 3).
2. Legal warranty: defective, incorrect or damaged products
If you receive a product that is defective, damaged in transit, incomplete or different from what you ordered, contact us at hello@bellabio.net as soon as possible, ideally within 48 hours of delivery, with your order number and photos of the packaging and product. Under articles 7 to 17 of Law 1480 of 2011, and depending on the case, we will replace the product at no cost or refund the amount paid, including shipping. Return costs for defective or incorrect products are paid by BellaBio. We will respond to your warranty request within fifteen (15) business days of receipt.
The warranty does not cover damage caused by improper storage, handling or use after delivery, including use contrary to the Terms and Conditions.
3. Payment reversal, article 51 of Law 1480 of 2011
If you paid by credit card, debit card or another electronic payment instrument, you may request a payment reversal when:
- You were the victim of fraud;
- The transaction was not requested by you;
- The product purchased was not received; or
- The product delivered does not match what you ordered or is defective.
3.1 Procedure
Within five (5) business days after the date you learned of the fraudulent or unrequested transaction, or the date you should have received the product, or the date you received it defective or not matching your order, you must:
- File a complaint with BellaBio at hello@bellabio.net, stating the reasons for the request, the order number, the amount and date of the transaction, and the details of the payment instrument used (do not send the full card number or security code).
- Return the product, where applicable, in the same condition in which you received it.
- Notify the issuer of the payment instrument (your bank or financial institution) of the claim.
The issuer of the payment instrument, together with the other participants in the payment process, will reverse the transaction under Decree 587 of 2016 (compiled in Decree 1074 of 2015) within fifteen (15) business days of notification. If there is a dispute between BellaBio and the consumer and it is resolved by a judicial or administrative authority in BellaBio’s favor, the amount may be charged to the consumer again as provided by law.
4. Cancelling orders before dispatch
You may request cancellation of an order that has not yet shipped by writing to hello@bellabio.net. We will refund the full amount paid using the same payment method.
5. Refunds for orders cancelled by BellaBio
If BellaBio cancels an order, for example due to lack of stock, lack of shipping coverage or failure to meet the Buyer requirements in the Terms and Conditions, we will refund the full amount paid using the same payment method.
6. Contact and competent authority
BellaBio LLC · 1619 Sheridan Way, Wyoming, USA · hello@bellabio.net · +1 408-908-8375
If you believe your consumer rights have not been respected, you may contact the Superintendence of Industry and Commerce (www.sic.gov.co).