Terms and Conditions

Master Series S.A.S, is a duly incorporated commercial company, constituted in accordance with the laws of the Republic of Colombia, identified under Tax ID (NIT) 901.286.743-1, engaged in the retail sale of sporting goods (apparel, footwear, and accessories) of the adidas brand through specialized physical retail locations. Its corporate purpose includes serving as a specialized strategic partner supporting brands in the retail industry and expanding their geographic presence (hereinafter "Master Series").

Master Series is an authorized retailer of products from Adidas Colombia Ltda., a duly incorporated commercial company constituted under the laws of the Republic of Colombia, identified under NIT 805.011.074-2 (hereinafter "adidas"), operating as a franchisee in Master Series specialized stores currently located in the following cities: Cartagena, Bucaramanga, Floridablanca, Cúcuta, Tunja, Neiva, Ibagué, Manizales, Pereira, Palmira, Ipiales, Pasto, and Popayán (hereinafter "the Stores"), through physical points of sale in these locations.

This document sets forth the terms and conditions governing returns, exchanges, and claims for adidas products purchased at Master Series stores (hereinafter "the Products"). These policies have been developed in accordance with the Consumer Protection Statute (Law 1480 of 2011) and other applicable regulations.

1. General Conditions

1.1 All products sold by Master Series through its franchised Stores are eligible for returns or exchanges within a period of ninety (90) calendar days from the date of purchase, at any of the Stores.

1.2 Returns and exchanges within the established period cover: (i) returns or exchanges due to style or size; (ii) returns or exchanges when the consumer is not satisfied with the purchased product; and (iii) returns, exchanges, and/or repairs due to product quality defects.

2. Requirements

To initiate a return or exchange, the consumer must meet the following requirements:

2.1 The consumer must visit one of the Master Series authorized Stores, currently located in: Cartagena, Bucaramanga, Floridablanca, Cúcuta, Tunja, Neiva, Ibagué, Pereira, Palmira, Ipiales, Pasto, and Popayán.

2.2 The consumer must present the original purchase invoice along with the item purchased.

2.3 In the absence of the original invoice, the consumer must indicate which Store the product was purchased from and provide the identification number of the individual who made the purchase.

2.4 For returns and exchanges (i) due to style or size, and (ii) when the consumer is not satisfied with the product, the item must be unused, clean, with original tags attached, in perfect condition, with all original accessories and components, and in its original packaging.

2.5 For returns, exchanges, or repairs due to circumstances other than those outlined in section 2.4 above, the merchandise will be subject to a physical inspection by the store manager, who is authorized to determine whether the reported defect constitutes a product quality failure or is the result of misuse, exposure to external agents, or inadequate care by the consumer.

3. Procedure

3.1 If the product submitted for return or exchange due to style or size meets the requirements set forth in sections 2.1 through 2.4 above, the exchange will be processed immediately.

3.2 If the requested product is not available at the Store where the return or exchange is being requested, and if the consumer so wishes and authorizes, the consumer may assume the applicable shipping costs to transfer the required product from the Master Series Store where it is available to the Store where the exchange or return is to be processed.

3.3 If the product submitted for return, exchange, and/or repair due to a quality defect meets the applicable requirements, the return or exchange will be processed immediately.

3.4 Should the store manager or the consumer have any doubts regarding the condition of the product under review, the case shall be referred to the customer service department, which will have ten (10) calendar days from the date of the claim to issue a determination on whether the return or exchange is warranted.                 

4. Submission of Complaints, Claims, and Inquiries (PQR)

4.1 Master Series makes available to its consumers the following channel for submitting any petition, complaint, or claim (PQR): servicioalcliente@masterseries.com.co. A written response will be provided to the consumer within fifteen (15) business days from the date of submission, in accordance with the Consumer Protection Statute (and/or any additional regulation that amends or supplements said statute).