Essential Pack

The feeling of brand new is a unique and different moment for each person, a world of positive emotions that leave your mood in ecstasy.

The experience of receiving your BLACK BISONsneakers, opening the box, removing the paper that covers it, perceiving their particular aroma and imagining them with all possible looks, is the beginning of A relationship.

We will help you make this sensation last over time and you can experience that pleasure every time you wear your sports shoes. Follow this simple and quick guide so that yourleather sneakers enjoy a longer life.

1. Use the shoehorn whenever you put on your shoes. Its use prevents short-term deformations of the leather.
   
   
2. It is advisable to let your sneakers rest. The leather needs to breathe and return to its original position so as not to age prematurely.
   
   
3. If we go on a trip with our leather sneakers, it is important to allow them to rest for at least a day. If you keep them in your suitcase, it is important to put paper lasts at least inside, avoiding deforming them due to the imprisonment they suffer during the trip.
   
   
4. If your shoes have suede leather, the ideal is to clean them with a special brush for this. You can also clean it with a slightly damp cloth and go over the suede gently, evenly and always in the same direction. 
   
   
5. If your sneakers get wet, dry them with a soft cloth and make sure there is no water left on them. If the leather is suede, the water may bleed the color of the leather. Use kitchen paper to absorb any moisture that may remain on the outside or inside. Letting them dry at room temperature is ideal, avoiding sunlight as this can cause discoloration and/or cracking of the leather.
   
   
6. Cleaning your shoes is important, care must be taken not to abuse it. For example, excess water and cleaning products such as shoe polish or creams end up producing a series of stains that modify its original color and prevent the leather from breathing.
   
   
7. Some care for different types of leather:
   7.1. For smooth leather, take a cloth or soft brush, rub it on the leather sneaker, it is a traditional but less harmful method.
   7.2. Nubuck or suede type leathers are not waterproof, avoid getting them wet, as it can cause the release of anilines, staining the footwear.
   7.3. If the suede or calfskin leather has stains, it is recommended to use a cream eraser and rub gently on it. For this type of leather, bitumen or leather grease should not be used.
   7.4. For patent leather footwear, the ideal is to dust with a dry cloth, then moisten it a little and rub gently on the upper. To shine this type of leather we recommend using a couple of drops of olive oil and rubbing gently and evenly with a dry cloth.
   
   
8. If your sneakers have several types of leather (smooth, suede, corrugated), the ideal is to clean them separately, being as careful as possible not to stain or damage the leather. 
   
   
9. When tying or adjusting your sports shoes, make sure you do it properly, avoiding doing the adjustment with too much force and breaking the leather eyelet. Remember that this is still animal skin and can break due to improper use.
   
   
10. After using your shoes, let them air out for a few minutes, clean them and store them in the carrying bag to prevent dirt from entering them.
    
    
11. If the space in your shoe rack allows it, keep the sneakers in their box once they have been placed in the bag. Do not store in humid places.

The variety of leathers makes the care for each of them unique. The soles may present some change in tone. 

Important: Never wash leather shoes in the washing machine as they deteriorate the materials faster than desired; Its cleaning must always be manual and measured.
If you store your sneakers for long periods of time, they may show salt stains or mold. 

RETURN PROCESS

According to Law 1480 of 2011, art. 47. As a right of withdrawal, the maximum term to request the total refund paid for the purchased items is 5 business days counted from the delivery of the product. Returning it in the same conditions and means in which it was received, with the consumer bearing the cost of transportation and any other costs involved in the return of the good.
The refund will be made between 5 and 10 business days following the receipt of the product again in our warehouse.
Note: The refund covers only the value of the product according to the law mentioned above. The shipping cost is non-refundable, as it was executed and consumed at the time of dispatch.

The right of withdrawal does not apply to purchases made abroad.

Please note that we cannot process refunds or exchanges for products received in worn, dirty, damaged, or incomplete conditions. We reserve the right to deduct from the refund or credit, the value that reflects the decrease in the price of the product(s) up to the total amount.

In special cases, partial refunds will be made:

• Items that are not in their original condition, are damaged, or are missing parts/accessories for reasons not attributable to us.
• Any product returned after the 5 days allowed for return, if accepted by us.

The refund will be made in the same way the payment for the product was made or as agreed with the customer. 

In Colombia, only merchandise with regular price can be refunded; discounted products cannot be refunded.

Contact us by email info@blackbison.co or via WhatsApp at the numbers (+57) 3042575049 or (+57) 3159786494 within the days stipulated by law 1480 of 2011, providing name, order number, residential address, and reason for the return with its respective evidence; once it has been verified, according to our policies, you may choose to return the product using your own postal service or as agreed. 

Once the product is received by the company, we will send an email or a message via WhatsApp, notifying that it has been received. The shipping cost must be borne by the customer.

The product will go through its evaluation process and the reasons for which it was returned by the quality area (it must not show signs of use and retain its tags). 

You will be informed of the approval, if applicable, of your refund, which will be credited to the card used for your initial purchase or as agreed, within the next 10 business days. We do not refund shipping costs.

In case your product does not meet the criteria of our return policy, we will inform you by email the reason why the return is not applicable and the product will be returned to the initial shipping address.

If the refund has not been processed after the stipulated 20 business days, contact your card company; it may take some time before your refund is officially posted. Then contact your bank. Sometimes there is a processing time before the refund is posted.

If you have already done all of the above and still have not received your refund, contact us at info@blackbison.co or write to us at WhatsApp (+57) 3042575049 or (+57) 3159786494. 

It is important not to send any item directly to the company without the proper shipping label provided by us or as agreed.

* We reserve the right to reject the return request if we believe your intention is to buy the same items at a discounted price. We will also not refund the price difference if you exchange your item(s) at full price for a discounted item.

* We do not offer refunds if a customer misses or overlooks a promotion or sale. 

 

EXCHANGE PROCESS

Exchanges for size, reference, or color can be made for products of equal or greater value. Nationally, exchanges will be made within 20 calendar days from the moment the product is received. After 20 days, unfortunately, we cannot offer the exchange.

International exchanges have a duration of 30 calendar days from the date of purchase. After 30 days, unfortunately, we cannot offer the exchange.

If the return of the product requires an exchange, the user must select the same reference or, according to inventory availability, one of equal or greater value than the purchased product. In the event that the user does not intend to select another product from the website, a voucher will be issued for the value of the product, which will be valid for 6 months.

Contact us by email info@blackbison.co or via WhatsApp at the numbers (+57) 3042575049 or (+57) 3159786494 within the stipulated days, providing name, order number, size, reference, and color for which you wish to exchange. Once availability has been verified and communicated, you can proceed with the return of the product using the information provided by us.

Exchange shipments are divided; you pay for the shipment of the shoes being exchanged, and we cover the shipment of the new pair. 

The package must be sent with a courier service with tracking/signature, to ensure the safe arrival of the product. Keep a copy of the receipt as proof of shipment. 

In the event that a second exchange of the same order is requested, we reserve the right to accept or reject the second request or if the customer wishes a refund after an exchange. If a second exchange is accepted, the customer must bear the cost of both shipments (the one to send to the company and the return to their hands).

At the international level, the shipping cost for exchanges is borne by the buyer, as well as any customs duties that may be incurred. Products with unpaid customs will not be accepted.

The product must be in optimal condition to be able to make the exchange:

• Make the shipment as soon as possible once informed and accepted. 
• The product must not be used.
• The entire product (sole, upper, laces) must be clean according to how it was received. It should be tried on a clean surface and wear socks or tights to try them on.
• It must not have wrinkles or signs of use. Remember to use the shoehorn that is sent to you.
• Keep your tags and accessories complete.
• It must be sent in the same box of the footwear wrapped in a bag on its exterior, to protect the integrity of the product during the shipping process.

Please note that the 20 days for the exchange will continue to count until you send us the tracking number of the exchanged product.

Once the product has arrived at the company, we will send an email or message via WhatsApp, notifying that it has been received.

The product will go through its evaluation process by the quality area (it must not show signs of use and retain its tags) within the next 3 to 5 business days nationwide. You will be informed during this time of the approval or not of the exchange. In some cases, the replacement could occur in fewer days and in others it may take a little longer depending on the work of the quality area and the season.

If your product does not meet the criteria of our exchange policy, we will inform you by email the reason why it is not applicable and the product will be returned to the initial shipping address.

In the case of requesting an exchange and there is no availability in the inventory, you will have one of the following options:

• Choose another item that is available on the website of equal or greater value, canceling the excess of this last option before it is shipped.
• Have a redeemable voucher on our website, for the amount paid for the exchanged product, valid for 6 months from the issuance of the note (these vouchers constitute money, therefore, the brand is not responsible for its loss).

* No money will be refunded (neither in cash nor by any other payment method, unless it is within the retraction days mentioned in the refund title).
* Money will not be refunded for the price difference if you exchange your product for one with a discount.

 

SALE PRODUCTS OR PACKS

Discounted item exchanges can only be made for size.

Exchanges can be made for size of the same reference. If the desired size is not available in the same style, we offer the option to select another product of equal or greater value, paying the corresponding difference. 

In the event that there is no availability in the inventory, you will have a redeemable voucher on our website, for the amount paid for the exchanged product, valid for 6 months from the issuance of the note (these vouchers constitute money, therefore, the brand is not responsible for its loss).

Black Friday, outlet, combos, first purchase discount, among others, are considered promotional.

It is allowed to exchange products from a pack individually, following the same conditions and deadlines applied to individual purchases.

The return must be made of the entire pack; partial returns will not be accepted.

* No money will be refunded (neither in cash nor by any other payment method, unless it is within the retraction days mentioned in the refund title).

It should be noted that shipments for the exchange of discounted, on-sale, or promotional products must be made within a maximum of 5 business days to carry out the shipment. We reserve the right to reject any exchange request.

 

EXCHANGES OF PRODUCTS FROM THE DAY WITHOUT VAT

Products purchased on the day without VAT that wish to be exchanged are covered according to Decree 1314 of the Ministry of Finance and Public Credit: “when the return or refund of the value of the good is generated, the new purchase will not be covered by the exemption from the sales tax (VAT), unless it is made on another day that applies this benefit.”

The process for exchanges is as mentioned in the exchange title, taking into account what is stated in Decree 1314. The shipping cost for these exchanges is the customer's responsibility.

 

PRODUCT CONDITION FOR RETURN OR EXCHANGE

We will only accept returns and exchanges of unused items in their original packaging.

To be effective, a return/exchange must be in the same condition as the customer received it. Care and cleanliness are important when trying on sneakers; do not crack or wrinkle the upper part of the leather, especially at the front where the foot bends and at the heel when putting them on. It is recommended to try on sneakers on a soft surface or a carpet to avoid damaging the bottom of the soles. We do not offer refunds for footwear that shows signs of use, wear, or damage.

The product return must be in perfect resalable condition and with all its packaging, original accessories, clean, without modifications or alterations to its original state. If the specifications of this document are not met, the product will not be valid for exchange or return, and therefore will be returned to your order address.

It is important that when making a return or exchange, you consider all products from the same order that you wish to return.

We cannot be held responsible for items damaged or lost in the return transit.

If you have any concerns, feel free to write to us at info@blackbison.co or on WhatsApp chat (+57) 3042575049 - (+57) 3159786494. 

The warranty for our products is valid for 90 days and covers manufacturing defects, stitching, and sole adhesion. The warranty begins from the delivery of the product to the customer or to the address indicated in the order. It does not cover normal wear and tear of the product, misuse, damage caused by not following care or maintenance instructions for the item. Important: Once the warranty is requested, the footwear must be sent within a maximum of 5 business days, during which the products must not be used. Products with manufacturing flaws or defects will be repaired at no charge. If the repair of the product exceeds its commercial value or is not suitable for repair, it will be replaced.

It is not a cause for warranty:

• Wrinkles or creases caused by normal flexing of the upper.
• Products with wear or breakage: of the material, zippers, soles, caps, and other accessories; tripping, burns, rubbing, or friction against hard surfaces, among others caused by improper use.
• Variations in tone, texture, marks, scars, wrinkles, and veins are characteristics of normal leather use.
• Stains caused by improper cleaning or products with substances sensitive to leather such as dyes, perfumes, creams, fats, oils, solvents, alcohols, chemicals.
• Exposure to high and low temperatures, which are not suitable.
• Handling or alteration of the product by third parties and/or shoe repair workshops.
• Subjecting the product to the molding process due to dissatisfaction with size or design.
• Due to wear and/or natural discoloration of the soles over time.
• Damage caused by accidents, negligence, or improper use of the product.
• Use in activities other than the intended purpose (our footwear is designed solely and exclusively for walking; use in running, hiking, sports training, or others will result in loss of warranty).
• If the customer has been informed of the product's imperfections and has accepted them, the warranty will not cover these defects.
• Products sold to third parties without the brand's authorization.

We remind you that leather, as a natural product, has marks, stripes, and other signs that characterize it as a genuine product.

Leathers such as nubuck or suede require special care, in addition to the known ones, such as:

• They should not get wet. This type of leather is not waterproof.
• Brush them with bristles against the hair to remove surface dirt.
• Do not apply creams, oils, or any liquid substance that may run the color of the leather.

Care will be taken into account at the time of reviewing any warranty.

To send the product, you can use the original packaging it was sent in or use another packaging of your choice; however, it is important that the packaging is appropriate according to the nature of the product so that it is not affected as much as possible during the transportation process. The product must be sent in optimal hygienic conditions.

Contact us by email info@blackbison.co or by WhatsApp at the number (+57) 3042575049 - (+57) 3159786494 within the warranty dates, providing name, order number, residential address, and reason for the warranty with the respective evidence (photo and/or video); once it has been verified according to our warranty policies, you can choose to return the product using the postal service agreed upon with the company.

Shipments related to warranty requests will be covered by the brand, provided that the product meets the established conditions to apply for the warranty. These conditions include stitching defects, gluing problems, or issues related to workmanship.

Once the product arrives at the company, the repair department will review and confirm whether the warranty applies or not. If the warranty does not apply, the product will be returned to the original shipping address, with a letter clearly explaining the reasons why the warranty does not apply. By law, Colombia Shoes Factory SAS has a term of 15 business days to respond to a warranty claim request.

The repair time for items may take from 10 to 20 business days depending on the repair.

The useful life of any product depends on the particular use made of it, the conditions of use, and the wear patterns characteristic of the user. Damaged products due to use, normal wear, or that have exceeded the reasonable life of the item are not eligible for replacement. The warranty will not apply in case of evidence of misuse by the customer. Black Bison reserves the right to repair, replace, or refund the product initially.

If, once the repair is made, the defect recurs and cannot be fixed, the product may be exchanged, according to the terms stipulated in Article 12 of Law 1480 of 2011.

We do not apply warranty to leather, sole wear, or breaking of the internal part of the footwear, as these may vary according to each person's use, and their evaluation is not feasible.
In these cases, we recommend reading some of the care tips you should have with your sneakers on the blog you will find in the online store, by making clicking here.

Note: You agree to provide Black Bison with true and accurate information in your order. Since the information you provide is essential for processing and delivering the product, for billing, and for establishing warranty contracts, failure to provide this data accurately and completely will result in the cancellation of your order or warranty.