EXCHANGE, RETURN AND SHIPPING POLICY
CHANGE POLICY:
Conecty's Change Policy allows you to change your travel date (activation) within 48 hours of purchase if you purchased the wrong plan or need to modify it.
If the change request requires replacing the SIM card, you must cover the shipping cost (the card will be sent to the same address as the original plan). This applies to Medellín, Bogotá, and their metropolitan areas. For the rest of the country, you can switch to an eSIM, or if your device is not compatible, you will receive credit toward a future purchase, which can be used in the calendar year following the initial purchase.
If changing the plan (SIM card or eSIM) results in a higher value, the excess must be covered, and if the value is lower, it will be left as a credit balance.
The changes will be subject to adjustments in the activation process policies of the operators and the shipping times of the transport companies.
RETURN POLICY
Conecty's Refund Policy allows you to receive a refund of the money paid if you are unable to use the service due to service failures, under the following conditions and procedure:
1. The customer must notify Conecty through the customer service line +57 3052555249 , selecting the option “I require technical support” regarding their issue. This must be done as soon as the problem arises.
2. The Conecty support team will take on the case and provide the user with the necessary instructions to determine the cause of the problem. Our team may request information such as: SIM card details, serial number, phone number, photos of the SIM card, and screenshots of certain sections of the phone, among other things.
3. After determining the origin of the failure or problem, instructions will be given for correcting the error.
4. In the event that the solutions available to our technical team do not resolve the fault and additional validations with the operator are required, the user must wait from 30 minutes to one business day for the operator to provide an official response.
5. After this, new adjustment and configuration alternatives would be indicated, or the final result of the problem diagnosis would be carried out.
6. If the damage is to the SIM card, we will offer you a plan that can be covered with eSIM technology. If the device is not compatible, we will begin the refund process.
7. If it is not possible to provide a solution, we will assess whether a partial or full refund applies based on usage (in case there has been consumption of the data plan).
8. After identifying that the diagnosis results in a partial or total refund, the support team will send an email to the Accounting and Administrative Department, with the details of the case and the purchase in order to proceed.
9. The refund, once authorized, takes between 5 and 10 business days.
No refunds will be issued in the following cases:
- In the event that the user is unavailable for the support team to diagnose the situation.
- In the event that the user does not report the problem at the time it occurs, but rather later or after their trip has ended (since the team would not be able to diagnose what happened).
- If improper handling of the chip is identified and it is found to be in poor condition due to that handling.
- In the event that the user's phone does not have open bands or the device is not compatible with eSIM.
- In the event that the operator has penalized the line for misuse (for example, sharing data for plans that do not allow it)
- If the customer's device has been locked by the originating operator.
Additional notes:
- The team will validate the consumption. If there is consumption, the value consumed will be prorated and deducted from the balance to be refunded.
- Connecty will not be responsible for any inconveniences related to the service failure beyond a refund of the paid plan fee.
- If we do not receive a response from the customer or if they are unavailable to complete the support process, we will understand that the customer agrees to waive this process and therefore any solution from us. For this reason, if we do not receive a response or if the customer is unavailable, it will be understood that there will be no claim. If a claim is submitted, no refund or SIM card replacement will be issued, as our team cannot diagnose the issue without the necessary validations and visual tests.
