What you should know..

Shipping-Exchanges-Returns

SHIPPING

Fondo Graphic makes shipments to a large part of the Colombian territory through a recognized national transport logistics operator in Colombia, guaranteeing security and coverage so that the order you placed arrives at the desired address specified by the client. Shipments are made when the customer places an order through our authorized channels and their payment is approved and verified in our system.

We may require verification of your information prior to the acceptance and/or shipment of any order. We reserve the right, without notice, to limit the order quantity on any product or service and/or refuse service to any customer.

SHIPPING COST

The value of the shipment is not included in the value of the products, you will be able to know the value of the shipment at the time of placing your order and entering the delivery data.

This value will be calculated in the purchase process and you will be informed at the time of order settlement, before you make the payment.

The shipping cost is assumed by the customer.

Shipping is free only when the purchase is over $320,000 thousand Colombian pesos, applies only for national shipments in Colombian territory.

DELIVERY TIMES

The delivery time begins to count from the approval of the payment / confirmation of the purchase. The delivery and the estimated time will be made by the transport company chosen by Fondo Graphic (commercial coordinator / very fast / private courier metropolitan area)

* For credit and debit card payments with PSE, payment approval may take up to one (2) business days.

* For payments with Baloto, Efecty and Bank Reference, the confirmation may take up to two (2) business days after having made the payment at the chosen physical point.

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We will send the order to the address designated at the time of filling out the "shipping" information on our electronic commerce platform, provided that said address is in Colombia and complies with the established shipping conditions.

The delivery time for orders is approximately 4 business days for the cities of Bogotá and Medellín, 5 business days for the other main cities and up to 10 business days for other destinations. However, shipping for all territories may take up to 9 business days due to additional delays in some populations. We work with international shipments under an agreement with Fedex, we have coverage in the United States, Puerto Rico and Canada. All shipments  INTERNATIONAL have a cost of $30 USD. 

Orders placed after 2:00p.m. from Monday to Friday in Medellín will be dispatched in 3 business days after payment. If the order is placed on Saturday or Sunday in Medellin, it will be shipped on Monday or Tuesday. (holidays are not counted)

During promotional events such as Cyber Monday, Cyber Monday, Black Weekend, Black Friday, Hot Sale, SALE, among others, we may have longer delivery times. You can check the delivery days at the time of making your purchase.

Fondo Graphic, together with its logistics operator, will try to deliver each of your orders in the shortest time possible.

DELIVERY

For the purposes of these conditions, it will be understood that the order has been delivered at the time that the client or a third party authorized by the client acquires material possession of the products at the address where the delivery must be made, which will be accredited by the signature of the carrier's guide and immediately indicates receipt of the order at the agreed delivery address, for which Fondo Graphic is exempt from any responsibility at the time of delivery, as long as it is made at the registered address at time of purchase.

You must bear in mind that deliveries cannot be made at an exact time and that there may be a delay in delivery due to weather conditions that prevent mobility, traffic, landslides, state decrees, marches and other contractual news that are reported.

TRANSFER OF RISK AND OWNERSHIP

The risks of the products will be borne by the customer from the moment of delivery. The customer will acquire ownership of the products when we receive full payment of all amounts due in relation to them, including shipping costs, and will be responsible for the good from the moment of delivery according to the previous definition, if it had place at a later time.

IMPOSSIBILITY OF DELIVERY

The transport company will have the obligation to make a minimum of two (2) attempts to deliver the purchased products. In the event that the delivery attempts are unsuccessful, the goods will be returned to the Graphic Fund distribution center and 70% of the consigned money will be returned, if they are personalized funds, the money is not returned, nor is the value of the shipment, without any type of interest, remuneration or additional sum and regardless of the cause or origin that may have the return in a time not exceeding thirty (30) calendar days from the date on which we consider the contract terminated due to unsatisfactory delivery. Likewise, it is considered unsuccessful delivery if the recipient of the product is under fourteen (14) years of age and is not accompanied by a parent, guardian or guardian who signs the receipt of the product together with the recipient.

WRONG PRODUCT DELIVERY

In the event that you have received an erroneous delivery, that is to say that the product that arrived does not coincide with the one that you bought, you must follow the following steps so that you can receive the product that you ordered.

It should be noted that the backgrounds change a bit in person, compared to the digital photo, the change is minimal. Therefore, this does not apply as a wrong product.

Apply a different design, size and different amounts for the wrong product according to the photography background.

To make the request to change the product due to a shipping error, you must send the information to WhatsApp +57 311 5194276 with the number of your order and we will request the collection of the products at the indicated address.

The product must be unused, clean, with the full amount, in perfect condition (original packaging) and properly packaged. Use the same packaging in which you received the order or a different one that protects the product during the transportation process.

Once the product has been collected, if it meets the aforementioned conditions, you will receive your correct order between five (4) and ten (8) business days. It will be sent to the same address that the original order was sent, if the order must be sent to another address different from the initial one, you must inform by WhatsApp +57 311 5194276

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If you wish, you can also choose the option where we make you a digital voucher within a period not exceeding five (5) business days from the receipt of the wrong product in our warehouse. The digital voucher will be charged with the value you initially paid for the product to be redeemed in our service channels.
This digital voucher is valid for one (1) year.

In case of sending you the wrong product, we will request the allied carrier to collect the product on the agreed date and time. The cost of collecting and shipping the correct photography background is paid by Fondo Graphic.

RETURNS & EXCHANGES

If you want to make the change through de www.backgroundgraphic.com you must do it within (8) calendar days after receiving the order, you must communicate through our WhatsApp +57 311 5194276

Once the change request has been filed with the data necessary for it, we will request the allied carrier to collect the product on an agreed date and time. The cost of collection is at your own expense and you will do it against delivery.

When you deliver the product to the carrier, it must already be properly packed. You can use the same packaging in which you received the order or you can use one of your choice, however, it is important that the packaging is appropriate according to the nature of the product so that it cannot be affected during the transportation process.

It is important that you keep in mind that the product must not be modified or altered from its original state and the background must be clean, unused and in the same state it was received, if the product does not meet these conditions, we will inform you through Please email us the reason why we did not make the change and the product will be shipped back to the original delivery address. The cost of shipping the return of the garment due to the rejection of the exchange is borne by the client. Payment to the carrier will be made against delivery.

To make a change it is necessary to provide the buyer's ID number and all the data corresponding to the initial order.

The funds acquired in promotion, with a discount or exclusively for sale in Outlets are not subject to change, except by guarantee.

 QUALITY CLAIMS.

If you need to make a complaint for quality defects of any of our products purchased through www.backgroundgraphic.com you can do it through our WhatsApp +57 311 5194276

Please note that warranty claims may be denied for the following reasons:

* The claim time exceeds 30 calendar days from the delivery of the product.

* Failure to follow the care and treatment instructions for the photo set.

* Use of deodorants or makeup with chemicals that discolor or deteriorate the designs.

* Use of chemicals, or bleach in cleaning.

* The product was altered or modified by the customer.

If your initial claim is accepted, we will notify you by email how to proceed.

The initial shipment of the product to our facilities is assumed 100% by Fondo Graphic.

If the request is accepted by our quality department, the shipping costs will be assumed by Fondo Graphic, if the request is not accepted, all the expenses will be assumed by the client directly.

 RIGHT OF WITHDRAWAL

In accordance with the right of withdrawal enshrined in the Consumer Statute, Law 1480 of 2011 article 47, the maximum term to exercise this right is five (5) business days counted from the delivery of the good or the moment in which you received the product.

The product must be returned in the same conditions in which you received it, it must be in perfect condition, that is, unused, clean, with the original packaging and all the elements that include the photography set. The return of goods that do not meet these characteristics will not be accepted. Transportation costs and others incurred in returning the product to the Graphic Fund facilities will be assumed by the user. 

Only 70% of the money paid by the client will be returned, except if the background is personalized, the value paid by the client will not be returned.

In the event that all the aforementioned conditions are met, Fondo Graphic will return the 70% paid by the client, except for the value of the shipment, without discounts or withholdings, and the term for the return of the money may not exceed thirty (30) days. calendar counted from the moment in which the right of withdrawal is exercised.

You must notify Fondo Graphic by writing to WhatsApp +57 311 5194276 of the decision to withdraw from the contract through an unequivocal statement through a letter. To comply with the term of the right of withdrawal, it is sufficient that the communication regarding the exercise by you of this right is sent before the corresponding term expires.

Once the withdrawal request has been filed with the necessary data, we will request the allied carrier to collect the product on the agreed date and time. The cost of collection is at your own expense and you will do it against delivery; the product must arrive in perfect condition (packaging and box with supports and objects to set the photos). If the product does not meet the return conditions, we will inform you via email of the reason why we do not accept the request and the product will be sent again to the initial delivery address.

The product must be properly packaged. We suggest using the same packaging in which the order was received or a different one that protects the product during the transportation process.

 CONSEQUENCES OF THE EXERCISE OF THE RIGHT OF WITHDRAWAL

In case of exercising the right of withdrawal, we will refund 70% of the payment received (except personalized funds), except for the value of the shipment, without any type of interest, compensation or additional sum in a time not exceeding thirty (30) days. calendar from the date we receive through WhatsApp +57 311 5194276 your decision to exercise the right of withdrawal. We will proceed to make said refund using the same means of payment that you used for the initial transaction, unless it is not possible, in which case we will make the refund using the option you choose, within the options provided by us. You will have to assume the costs that are generated in the management of the return of your money (cost for consignment to other cities / cost for sending through Efecty and Baloto). Notwithstanding the foregoing, we may withhold reimbursement until we have received the goods, or until you have provided proof of return of the goods, depending on which condition is met first.

We will request our allied carrier to collect the product once your request is filed, on a previously agreed date and time. You must deliver the products directly to the indicated address, without any undue delay and, in any case, within a maximum period of eight (8) calendar days from the date on which you receive the confirmation of collection by us via email. . The term will be considered met if you return the goods before the term has expired. You will only be responsible for the decrease in value of the goods resulting from handling other than that necessary to establish the nature, characteristics and operation of the goods. In those cases in which more than one good has been acquired in the same purchase, and the right of withdrawal is not exercised on all the goods, a refund of 70% of the value of the purchase paid by the / the returned goods, through the same means of payment used in the purchase or in case this is not possible through the option that the consumer chooses (within the options provided by us). In the event that there is a second retraction on the same invoice, a digital voucher will be made for the value of the product initially paid.

 PAYMENT REVERSAL

In accordance with the Consumer Statute, Law 1480 of 2011 article 51 and Decree 587 of 2016, the law provides that, in sales made through electronic commerce mechanisms, such as the Internet, and a credit card, debit card or any other electronic payment instrument, the participants in the payment process must reverse the payments requested by the consumer when they are in any of the following situations:

Was the subject of fraud

It was an unsolicited operation

The purchased product is not received

The delivered product does not correspond to what was requested, does not comply with the inherent characteristics or those attributed by the information provided about it.

The product is defective.

In order for the reversal of the payment to proceed, within five (5) business days following the date on which the consumer became aware of the fraudulent or unsolicited operation or that he should have received the product or received it defective or not corresponding to the requested, the consumer must file a complaint with Fondo Graphic via WhatsApp +57 311 5194276 and return the product, when appropriate, and notify the issuer of the electronic payment instrument used to make the purchase of the claim, which, Together with the other participants in the payment process, they will proceed to reverse the transaction to the buyer. At Fondo Graphic, we will have fifteen (15) business days from the moment the necessary documents that apply to each case are received and approved.

For these cases, the consumer must send the complaint to our WhatsApp +57 311 5194276 with the following information:

Basis for the reversal request (the client must explain the reason for their request, in a clear, precise, timely and truthful manner).

Indicate the cause that supports the request, which can only be one of the following options:

a) Was the subject of fraud.

b) It was an unsolicited operation.

c) The purchased product is not received.

d) The delivered product does not correspond to what was requested, does not comply with the inherent characteristics or those attributed by the information provided about it.

e) The product is defective.

Value for which the reversal is requested.

Attach a copy of the transaction (voucher or proof of payment with number, date and time).

Attach a copy of the identity document of the owner of the means of payment with which the purchase was made.

Attach certification of the bank account with which the operation was carried out. Extracts or expired copies are not accepted.

Attach all the necessary information (screenshots, etc) to verify the request.