1. Statutory warranty

All pieces sold by PAVO REAL Metal Hecho Arte include a one (1)-year statutory warranty for manufacturing defects, in accordance with Articles 7 to 16 of Colombian Law 1480 of 2011.

1.1. Warranty procedure

In accordance with Article 11 of Colombian Law 1480 of 2011, warranty claims are handled in the following order:

  1. Free repair. This is the primary remedy. PAVO REAL Metal Hecho Arte repairs the defect at no cost to the customer and covers replacement parts and transportation of the piece when necessary.
  2. Replacement or refund. These remedies apply when the piece cannot be repaired.
  3. Repeated defect. If, after a repair carried out by PAVO REAL Metal Hecho Arte, the same defect occurs again in the same piece or component and is confirmed by the relevant technical inspection, the customer may choose—depending on the nature of the item and the characteristics of the defect—between another repair, a full or partial refund of the amount paid, or replacement with another piece of the same type and with equal or better characteristics. PAVO REAL Metal Hecho Arte will inform the customer of this right when the defect recurs. A defect other than the one repaired previously will be handled as a new request through the repair process described in item 1.

Making a warranty claim does not mean requesting replacement of the piece: except in cases 2 and 3 above, the warranty is satisfied through repair of the work.

1.2. Timeframes

  • Repair: up to thirty (30) business days, counted from the date the piece arrives at our workshop. This period may be extended to sixty (60) business days if PAVO REAL Metal Hecho Arte provides the customer with a replacement item while the repair is carried out.
  • Replacement: up to ten (10) business days, counted from delivery of the piece by the customer. For handcrafted, made-to-order pieces that are not in stock, PAVO REAL Metal Hecho Arte will inform the customer and agree a different timeframe in writing.
  • Refund: up to fifteen (15) business days, counted from delivery of the piece by the customer, through the same payment method used for the purchase.

1.3. How to make a claim

The customer must report the suspected defect by sending photographs or video to metalhechoartepavoreal@gmail.com. PAVO REAL Metal Hecho Arte will confirm receipt of the request and assign a case number for tracking purposes.

Every case begins with a review of the photographs or video supplied to determine whether the repair can be made at the customer's address or whether the piece must be moved to our workshop.

1.4. Collection and transportation

The customer may deliver the piece, at their option, to the place where it was received, to our showroom and workshop in Bogotá D.C. at Carrera 47 # 138-25, or directly to the place indicated by PAVO REAL Metal Hecho Arte, in accordance with Article 2 of Decree 735 of 2013. The repaired or replacement piece will be delivered to the same place where the warranty was requested, unless the customer specifies another location.

When a claim is accepted as a warranty claim, PAVO REAL Metal Hecho Arte covers collection and transportation of the piece in both directions.

Collection is carried out exclusively within the urban perimeter of cities covered by our partner carriers. Outside those areas, delivery and collection will be coordinated at the nearest urban carrier warehouse.

If the technical inspection determines that the case is not covered by the warranty because it falls within one of the exclusions in section 1.5, the customer is responsible for transportation costs in both directions. The applicable amount will be disclosed before any transfer takes place, and the customer will decide whether to proceed with a paid repair.

1.5. Warranty exclusions

The statutory warranty does not apply in the following cases:

  • Damage resulting from improper use, negligence or impact.
  • Exposure to moisture, weather or direct sunlight for pieces not intended for outdoor use.
  • Failure to maintain the piece in accordance with the care instructions provided.
  • Alterations, repairs or work carried out by third parties not affiliated with PAVO REAL Metal Hecho Arte.
  • Natural wear from use that is not associated with manufacturing defects.
  • Minor colour or finish variations that are inherent to the handcrafted metalworking process.

2. Exchanges

Our pieces are made to order and according to the specifications provided by the customer. For this reason, changes may only be requested within five (5) calendar days of purchase, provided that the piece has not entered production.

Exchanges are available only for pieces of equal or greater value. If the new piece costs more, the customer must pay the difference.

Pieces sold at a discount, as clearance, display, closeout, or from prior collections are not eligible for exchange or return. This condition will be disclosed beforehand.

3. Right of withdrawal

The right of withdrawal, established in Article 47 of Colombian Law 1480 of 2011, applies exclusively to purchases made through our website and may be exercised within five (5) business days of actual delivery of the piece.

The right of withdrawal does not apply to pieces made to the customer's specifications or personalized, including special dimensions, colours, finishes or any other material customization.

To exercise the right of withdrawal, the customer must:

  1. Send a written request to metalhechoartepavoreal@gmail.com, stating the order number.
  2. Wait for confirmation of receipt and assignment of a case number by PAVO REAL Metal Hecho Arte.
  3. Return the piece unused, unassembled, and with all accessories and the original or equivalent packaging.
  4. Pay the transportation costs associated with the return, as provided in Colombian Law 1480 of 2011.

The refund will be made through the same payment method used for the purchase, within thirty (30) calendar days after the piece is received at our warehouse and its condition is verified.

4. Payment reversal

In accordance with Article 51 of Colombian Law 1480 of 2011 and Decree 587 of 2016, payment reversal applies to transactions made using debit cards, credit cards or electronic payment platforms in the following cases:

  • Fraud.
  • Failure to receive the piece.
  • Defective piece.
  • Piece that does not correspond to what was ordered.
  • Transactions not authorized by the payment-method holder.

To request a reversal, the customer must, within five (5) business days of the event giving rise to it, send a written request to metalhechoartepavoreal@gmail.com and notify the payment-method issuer at the same time. PAVO REAL Metal Hecho Arte will support the customer throughout the process and provide the information requested by the relevant financial institution.

5. Customer requests, complaints, claims and suggestions

Customers may submit requests, complaints, claims and suggestions, including positive requests such as visits to our showroom, through the Contact section of our website, by email at metalhechoartepavoreal@gmail.com, or in person at our Bogotá D.C. showroom.

Every request will receive a response within a maximum of ten (10) business days. For requests related to personal-data processing, the timeframes under Colombian Law 1581 of 2012 apply: inquiries will be handled within ten (10) business days, extendable by five (5) additional business days, and claims within fifteen (15) business days, extendable by eight (8) additional business days. In both cases, the reason for the extension will be communicated.

Every request, complaint, claim or suggestion will receive a reference number and be recorded internally for tracking and follow-up.