Frecuently Asked Questions
Welcome to Kowua-hc.com (The Website)
These conditions govern the use of the website. Please read carefully and check each one.
Term of Use
We state that the information provided at all times by the website regarding the products is accurate, reliable, and truthful. If any information supplied by the website is not clear enough, you can always go and consult directly with Kowua advisers. For our company it is very important that all doubts are clarified before making your purchase.
Errors, inaccuracies and omissions
Occasionally there may be information about the site that contains typographical errors, inaccuracies or omissions related to pricing, promotions, offers, descriptions of products and their availability. Errors are completely unintentional. We reserve the right to correct errors or update the information of the products at any time without prior notice. In the event that a product appears with an incorrect price due to a typographical error, photographic error or any other error, we reserve the right to reject or cancel any order of these products. This applies even though the order has been confirmed and your payment charged. If the payment has already been charged by the payment gateways, a credit note will be issued to be redeemed in the next purchase, for no reason will be a refund for this concept
It is a primary objective to show all our products as accurately as possible. However, a variation can be generated in the color palette between computer monitors and screens of mobile devices, so it is not guaranteed that the perceived color of the product on the website will exactly match its actual color.
Internet access protocol
We collect the IP address of all website visitors. An IP address is a number that is automatically assigned to your computer when you use internet. We use IP addresses to analyze our site usage and trends; The movement of the users and the demographic information that is obtained of this, only with the intention of making improvements to our website.
Use of "cookies"
These terms and conditions constitute a final, complete, and exclusive agreement between the parties of kowua-hc.com and its customers.
How do I place an order?
It’s very easy you simply have to place the order on our website and we take it to your place on door to door service
Can I order by phone?
What payment methods do you accept?
What if I do not have a MercadoPago or PayPal?
We accept other methods of payment such as: Wire transfers, Moneygram, or Western Union. If you want to get more details about this, please do not hesitate to contact us.
What are the prices in my local currency?
You may use the currency convertor found at the top of the page to shop in your preferred currency. We are still working to join other curries to our website. If you do not find yours, please go for the Rest of the Word option (USD).
How do I know that my order is successful?
After placing your order and making payment, you will receive an email order confirmation, which confirms your order number, name, item purchased and delivery address. You will then receive another email once your order has been dispatched from our warehouse.
Are there import taxes on my parcels?
In some cases, yes. Please note that customs duties, taxes, charges and customs fees are the responsibility of the buyer, and may be generated depending on the product value you are purchasing. Please check with your local customs to determine what the costs are, or contact us firstname.lastname@example.org if you encounter an issue though.
Can I get a sample to try before purchasing?
Sorry, we do not give out samples at the moment! If you want to know more about our products, and Colombian talent, we invite you to purchase some of the products selected in our offers/discounts. We are sure you’ll come back for more.
Where do we deliver to?
How long does it take to get my order?
How do I track my package?
I have not receive my package yet. Did you miss out on my delivery?
We do our best to dispatch your order within 2-5 business days of receiving it. Unfortunately, there are times when unforeseen problems occur and delays are inevitable. Please do not fret though, we have not forgotten you! You can always email us at email@example.com or call us +57 319 348 2547 or +57 318 647 4246 to check your order or you may chat with our friendly customer service representative on our website.
Have a question?
If you have any other questions or concerns, write to us at firstname.lastname@example.org we’ll get back to you within 24 hours.
Can I get a refund?
Sorry, we do not make refunds. If you are not completely satisfied with your product, please call us +57 319 348 2547 or +57 318 647 4246 or email email@example.com. The Kowua team will be happy to take care of your request within 48 hours. Please noticed although we do not make refunds, you can redeem the total amount paid on doing your next purchase.
How can I redeem the amount paid on doing my next purchase?
You only need to send a copy of your last invoice along with your request to firstname.lastname@example.org. Please tell us which product you would like to get instead, and we will proceed ahead with your order. Please keep in mind you have 48hrs to state that you are not satisfied with the product received, then you can ask for a redeem.
What if the amount redeemed does not cover the total amount of my next purchase?
You can always pay the balance, please keep in mind there must be a request before placing the next purchase order, our Kowua team should know in advanced of your credit balance to go ahead with the next order.
What warranty do you offer?
All our products have guarantee. Warranty time can be of: 3 – 6 – 12 months. Please check the following chart where the products are classified according to their warranty time.
What does my warranty cover?
The warranty covers defects in material and manufacturing under normal use. If your product fails under normal use as a result of a factory defect; such as defect in material or manufacturing. We can replace your product. All defective products, parts, and components should be shipped back to the our warehouse to make the warranty effective. Please note that replacement parts within the warranty periods do not renew or restart the warranty period. The offered warranty is non-transferable, and applies only to the original purchaser.
What does NOT cover my warranty?
The warranty does not cover defects resulting from improper use of the products. Do not cover bumps, use of alternative accessories, minor damage due to normal use, abuse, misuse, alteration, improper installation, evidence of improper handling or improper maintenance, damage caused by water or fire, discolouration, or any act of nature, such as fire, water damage, etc.
Who pays the shipping cost for warranty?
Shipping costs related to warranty problems occurring within the first 30 days of receiving the product are our responsibility. After these 30 days, the buyer is responsible for sending the defective products to our warehouses, as well as paying the shipping costs to ship new products. Therefore, please be aware of informing us your case during proper time at email@example.com.
What do I need to validate my warranty?
To validate your warranty you must send us a copy of your purchase order along with your request to firstname.lastname@example.org during the established time of warranty. To help evaluate the damage, failure, or defect of your product or a component thereof, we request that you provide us photographic or filmographic files where we can notice the damages. The responsibility lies with our client to present clear evidence of the damage, or defect through photographs or clear videos.