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General product warranty terms

MEPEGO EU
NIT: 830120410-2
Code: MEU-TG-001
Version: 1.0
Effective Date: August 1, 2026

1. Purpose

These General Warranty Terms establish the conditions and procedure for making the warranty effective for products sold by MEPEGO EU, in accordance with Law 1480 of 2011 (Consumer Statute) and other applicable Colombian regulations.

MEPEGO EU aims to offer products manufactured to quality standards and to provide appropriate, transparent, and timely service to consumers submitting requests regarding product warranties.

2. Supplier Identification

Trade name: MEPEGO EU
NIT: 830120410-2
Address: Calle 62 No. 3A – 26, Bogotá D.C., Colombia
Email for warranties: mepegoeu@gmail.com
Customer service phone number: (+57) 350 437 5153

3. Covered Products

These terms apply to products marketed by MEPEGO EU, including:

  • Clothing.
  • Jackets.
  • Vests.
  • Morrales.
  • Handbags.
  • Leather goods.
  • Accessories.
  • Other products manufactured or marketed by MEPEGO EU that are subject to a statutory warranty.

4. Warranty coverage

The warranty covers defects in quality, suitability, or safety attributable to faults in the product's manufacturing, assembly, materials, or production processes, in accordance with applicable Colombian legislation.

Among others, the following may be included in the coverage:

  • Seam defects.
  • Seam separation caused by a manufacturing defect.
  • Defects in factory-installed zippers, snaps, buttons, or hardware.
  • Material defects attributable to the manufacturing process.
  • Assembly or manufacturing defects.
  • Structural defects affecting the normal use of the product.

Once it is determined that a defect covered by the warranty exists, MEPEGO EU will proceed in accordance with the applicable warranty measures, based on current legislation, the product's characteristics, and the outcome of the assessment performed.

The solution may include, as appropriate:

  • Product Repair.
  • Exchange or replacement with an identical product or one with equivalent characteristics.
  • Refunds will be issued when legally required.

In all cases, the consumer's rights under applicable Colombian legislation shall be respected.

5. Warranty exclusions

The warranty will not cover damage that, upon assessment, is attributable to improper use of the product, failure to follow care instructions, or circumstances unrelated to defects in the product's quality, suitability, or safety.

Among other situations, the following may be excluded:

  • Uso inadecuado o diferente al previsto para el producto.
  • Natural wear and tear resulting from normal use.
  • Tears, punctures, or cuts caused by the user.
  • Contact with chemical substances, solvents, or corrosive agents.
  • Washing or maintenance contrary to the care instructions provided by MEPEGO EU.
  • Prolonged exposure to moisture, extreme heat, or solar radiation, when this affects the product's characteristics.
  • Repairs, modifications, or interventions performed by unauthorized third parties.
  • Damage caused by accidents.
  • Damage caused by pets.
  • Damage resulting from circumstances of force majeure or events unrelated to the manufacturing process.

The determination of whether the warranty applies will be made taking into account the product's characteristics, the nature of the reported issue, and applicable legal provisions.

6. Care recommendations

To preserve product quality and extend its shelf life, MEPEGO EU recommends:

  • Follow the washing and care instructions indicated on the product label.
  • Avoid using harsh chemicals.
  • Do not store the product when it is damp.
  • Avoid prolonged exposure to the sun when the material may deteriorate.
  • Handle zippers, snaps, and hardware properly.
  • Do not overload bags or backpacks beyond their recommended capacity.
  • Use each product in accordance with its intended purpose and characteristics.

Failure to follow care instructions may be taken into account when evaluating a warranty claim if there is a connection between such failure and the reported issue.

7. Procedure for claiming under the warranty

The consumer may submit a warranty claim through MEPEGO EU's official customer service channels.

To facilitate the identification of the purchase and the assessment of the case, the following information may be requested:

  • Full name.
  • Identification document.
  • Order or invoice number, when this information is available.
  • Approximate date of purchase.
  • Detailed description of the issue.
  • Product photographs clearly showing the reported novelty.

Applications may be sent to the email address:

mepegoeu@gmail.com

They may also submit them in person at the MEPEGO EU address or via the available customer service channels.

MEPEGO EU may request additional information when necessary to properly evaluate the application.

8. Product evaluation

Upon receipt of the request and, where necessary, the product, MEPEGO EU may conduct a technical assessment to determine the cause of the reported issue and establish whether it falls under the warranty coverage.

The evaluation will take into account the product's characteristics, conditions of use and care, information provided by the consumer, and applicable legal provisions.

The result of the evaluation will be communicated to the consumer via the contact channels provided in the application.

9. Response times

MEPEGO EU will address warranty-related requests within the terms established by current Colombian legislation.

When it is necessary to conduct a technical assessment, request additional information, or carry out any procedure related to the request, the consumer will be informed of the status of the process in accordance with the circumstances of the case and applicable legal terms.

10. Consumer responsibilities

To facilitate the processing of a warranty claim, the consumer must:

  • Provide accurate information regarding the purchase and the reported issue.
  • Submit or make the product available for review when necessary.
  • Retain, to the extent possible, the proof of purchase or any document verifying the acquisition.
  • Follow the instructions for use, care, and maintenance supplied with the product.
  • Follow the necessary instructions to carry out the evaluation and processing of the application.

The absence of proof of purchase shall not limit the consumer's statutory rights when the purchase of the product can be proven by other means.

11. Customer service channels

To submit warranty-related requests, consumers may contact MEPEGO EU through the following channels:

Email: mepegoeu@gmail.com
Celular: (+57) 350 437 5153
Address: Calle 62 No. 3A – 26, Bogotá D.C., Colombia

12. Updating the terms

MEPEGO EU may update these General Warranty Terms when necessary due to regulatory changes, product modifications, process improvements, or updates to its service procedures.

The current version will be available for consultation on the MEPEGO EU website.

Version: 1.0
Effective Date: August 1, 2026