Withdrawal and Payment Reversal

Last updated: October 17, 2026.

Withdrawal, warranty and payment reversal are separate rights. Contact sales@naked.com.co or +57 310 466 8867 with your order number and request.

Withdrawal

Where the law allows it, you may withdraw from a distance purchase within 5 business days after delivery. Return the product in the same condition by the same means; the consumer pays return shipping. Some goods, including qualifying personal-use goods, may be exempt under Article 47 of Law 1480. The exception is assessed by product and does not remove warranty rights. When withdrawal applies, we refund amounts paid without deductions within 15 calendar days after the legal conditions are met.

Payment reversal

For electronic payments, reversal may apply to fraud, unauthorized charges, non-delivery, incorrect goods or defective goods. Within 5 business days of learning of the issue or receiving the product, complain to Naked and notify your payment instrument issuer. Explain the reason, amount and transaction; make received goods available for return when required. A partial reversal may apply. The process is completed within 15 business days after submission to the issuer, under applicable law.

Do not send passwords, security codes or your full card number. For defects, see Exchanges, Returns and Warranties. Learn more at the SIC.