Our windows are custom-made for each project, so each case depends on its stage and the terms agreed in the individual contract. This policy does not remove your rights to warranty coverage, withdrawal or payment reversal where recognized by law.
1. Before signing a contract
You may withdraw a request or quotation inquiry at any time, free of charge.
2. Custom order not yet in production
Contact us as soon as possible. We will review the agreed terms and costs already incurred (for example, a technical visit or design), and inform you in writing of the refund amount and timeframe.
Pending legal approval. The calculation depends on each individual contract.3. Custom order whose production has already started
The materials purchased and work completed will be reviewed, with supporting documentation. The amount to be refunded, if any, is determined according to the contract and the stage of execution.
Pending legal approval. Subject to contractual interpretation.4. Breach by Cerrasoluciones
If we fail to meet the agreed terms, you may request performance, correction, a refund or other remedies provided for in the contract and by law.
5. Customer breach of contract
Individual contracts include a penalty clause equivalent to 20 % of the total value for a breach attributable to either party. Its application is not automatic: it requires analysis of the cause, contractual evidence, stage of performance and compatibility with consumer protection rules. A 20 % deduction does not apply to every refund.
Pending legal approval. Applied on a case-by-case basis according to the signed contract.6. Right of withdrawal
Where permitted by law (for example, distance or non-traditional sales), you may withdraw within the following 5 business days. The law excludes goods made to the consumer's specifications or clearly personalized, such as made-to-measure windows.
Pending legal approval. Applicability according to the sales channel of each contract.7. Payment reversal
If you paid electronically in a distance sale and any of the cases under article 51 of Ley 1480 de 2011 occurs (fraud, an unsolicited transaction, a product not received or a defective product), you may request a reversal within 5 business days of becoming aware of the event, notifying us and the issuer of the payment method.
8. Warranties and defective products
The statutory warranty is fulfilled through repair or, if repair is not possible or the fault recurs, through replacement or a refund, as provided by law. Advance payments are not considered non-refundable in all cases.
9. Termination by mutual agreement
The parties may terminate the contract by mutual written agreement, specifying how amounts paid will be settled.
10. How to submit a request
Write to info@cerrasoluciones.com or via WhatsApp +57 324 398 0117 with your name, contract number, description and supporting documents (photos, invoices). We will provide a reference number, and you can check the status through the same channel.
11. Effective date and version
Version 1.0, effective from October 28, 2026. Does not amend contracts already entered into.
CERRAMIENTOS Y SOLUCIONES ARQUITECTÓNICAS S.A.S. · NIT 901786215-8 · info@cerrasoluciones.com. This document was prepared for review by a Colombian lawyer and may be updated; changes are published with a new version and date.