Warranty

WARRANTY POLICY – MARÍA GRACIA

At María Gracia, we believe in the quality, detail, and dedication behind every pair of shoes. Each piece is carefully crafted by expert hands, using selected materials and artisanal processes that make every design unique.

Therefore, we stand by products that present manufacturing or material defects, guaranteeing that you receive a suitable and safe product.

Warranty period

The warranty begins from the product delivery date, when the purchase has been made through our official channels: website, social media, or WhatsApp.

The warranty for footwear lasts for two (2) calendar months from the date of purchase.

Cases where the warranty does not apply

The warranty does not apply in the following cases:

  • Normal wear and tear of the product due to use.

  • Improper use or conditions that exceed normal footwear use (e.g., excessive contact with water, mud, or abrasive surfaces).

  • Exposure of the product to chemicals, alcohol, disinfectants, perfumes, creams, or substances that alter the color, texture, or resistance of the leather or materials.

  • Alteration or modification of the product by the customer or third parties.

  • Damage caused by handling or repair in workshops other than María Gracia.

  • Natural color changes of materials such as leather or textiles, due to their artisanal nature.

  • Damage caused by an event unrelated to the quality or manufacturing of the product (falls, blows, accidents, or exposure to heat sources).

Warranty Conditions

To claim the warranty, the customer must:

  1. Be within the warranty period (two calendar months from purchase).

  2. Present the invoice or proof of purchase.

  3. The damage must correspond to a quality or manufacturing defect.

Covered defects include:

  • Sole detachment due to adhesion failure.

  • Defective seams or seams that come undone without cause of improper use.

  • Hardware or embellishments that break due to material defects.

  • Defective internal reinforcements or structures.

Process to request a warranty claim

To claim the warranty, contact our customer service team via:

📩 Email: erikasilva12@hotmail.com
💬 WhatsApp: +57 317 638 2390

Please provide us with:

  • Your full name and identification number.

  • Order number or invoice.

  • Description of the damage and photographs of the product.

Once we receive the information, we will contact you to coordinate the shipment of the product to our workshop. Our quality team will carry out the corresponding evaluation and inform you if the warranty is applicable or not.

If the warranty is approved, we will proceed with the repair or replacement of the product.
If we cannot carry out the repair or do not have inventory availability, we will give you a credit balance equivalent to the value of the item, redeemable in our online store.

If the warranty claim is denied or the warranty period has expired, we may offer you a repair service at a cost, or we will return the product to you, indicating the reasons for the decision.

Important

Remember that each pair of María Gracia shoes is handmade, so there may be slight variations in color, texture, or finishes. These characteristics are part of the natural charm of our pieces and are not considered manufacturing defects.