Our Policies

The reversal of payments will apply only when goods or services are purchased through electronic commerce mechanisms, such as the Internet, Call Center, and/or any other telesales or virtual store mechanism, and a credit card, debit card, or any other electronic payment instrument has been used to make the payment.
The reversal of payments does NOT apply when they have been made through in-person channels.
It is extremely important to keep in mind that the reversal will only take place in five (5) cases:
a. When the consumer is subject to fraud.
b. When it corresponds to an unsolicited operation.
c. When the purchased product is not received.
d. When the delivered product does not correspond to what was requested, and/or does not comply with the inherent characteristics or those attributed by the information provided about it.
e. When the delivered product is found to be defective.
f. Likewise, if you purchased several products, you can request a partial reversal of payment for those for which any of the five (5) mentioned causes arise.

If there is a firm ruling from a jurisdictional or administrative authority that determines that the claim for payment reversal was not appropriate, the consumer will be responsible for all costs incurred on the occasion of the reversal. Once the final decision is notified, the participants in the payment process will definitively charge the claimed transaction to the consumer and the money will be made available to ARKOS S.A. Likewise, if the consumer’s bad faith is demonstrated in the process, the Superintendency of Industry and Commerce may impose monetary sanctions of up to fifty (50) current legal monthly minimum wages (SMLMV).

To facilitate your request, the procedure you, as a user of ARKOS S.A., must follow to make the reversal effective is described below. The steps are as follows:
a. Submit the request to ARKOS S.A. within a maximum period of five (5) business days from the date on which you became aware of the causes for reversal. The request must contain, at a minimum, the information required by Article 2.2.2.51.5 of Decree 1074 of 2015 (Single Decree of the Commerce, Industry, and Tourism sector).
b. Simultaneously, if applicable, you must inform ARKOS S.A. that the good will be available for return in the same condition and at the same location from which it was shipped.
c. Within the same five (5) business days, and once the request has been submitted to ARKOS S.A., you must notify the issuer of the electronic payment instrument used for the purchase of the claim through the available channels. The notification must contain, at a minimum, the information required by Article 2.2.2.51.7 of Decree 1074 of 2015 (Single Decree of the Commerce, Industry, and Tourism sector).
d. If the consumer of the good or service is not the owner of the payment instrument, the notification must be presented by the owner of the financial product, although the consumer may still file the complaint with ARKOS S.A.
e. Within fifteen (15) business days following the presentation of the notification to the issuer of the payment instrument, the issuer must process the reversal.

To request a refund of payment, please use the following form, which you can download here.

This Policy takes effect as of its publication and remains in force until a new version is issued or for the entire duration of the relationship between you and www.arkos.com.co. This Policy is governed by the laws of the Republic of Colombia.

This policy was approved by the Legal Representative of ARKOS S.A. on January 26, 2021, in Bogotá D.C.

ARKOS SISTEMAS ARQUITECTÓNICOS S.A.

ARKOS S.A., in compliance with Law 1581 of 2012 and other related regulations, is responsible for the processing of your data.

The personal data that ARKOS S.A. requests will be used for the following purposes, among others:

• To develop commercial and transactional activities related to ARKOS S.A., including in-person sales, e-commerce, and remote sales.
• To receive information and offers about new products, services, contests, and special events related to the corporate purpose of ARKOS S.A. that may be attractive or beneficial to its clients.
• To provide telephone support services; collections or other similar activities.
• The normal develop of the commercial and contractual relationship maintained with ARKOS S.A. and the fulfillment of obligations acquired under this relationship.
• To conduct security and financial studies.
• To develop electronic security services, physical security, and industrial security.
• For accounting processes, taxes, invoice payments, and other related activities.

For more information about our data processing policy and any substantial changes that may occur, please refer to the document “Protection of Personal Data AS-MA-GEG-GE-02.”

If you wish to submit an inquiry, complaint, or request for information related to the protection of personal data, you can contact us at PBX (601) 432 2440 Ext 2350, the national line: 3105519553, or via email at protecciondedatos@arkos.com.co. You can also reach us through the “Contact Us” link on our website www.arkos.com.co or visit our main office at Carrera 54 No 79B-47, Bogotá.

This Policy is effective from its publication date and remains in force until it is updated or for the entire relationship between you and www.arkos.com.co. This Policy is governed by the laws of the Republic of Colombia.

This policy was approved by the Legal Representative of ARKOS S.A. on January 26, 2022, in Bogotá D.C.

ARKOS SISTEMAS ARQUITECTONICOS S.A.

By entering, reviewing, and purchasing on this website, you agree to read, understand, and comply with the terms and conditions of use. You also commit to respecting the privacy policies by Colombian legislation, as the content, products, and offers found on www.arkos.com.co apply exclusively to Colombia.

Please note that ARKOS S.A. reserves the right to modify the terms and conditions described here at any time. If these terms and conditions change, we will inform you so that you can review and accept them again.

The website you are visiting is owned by ARKOS S.A., identified with NIT 800.118.660-1. The notification address is Carrera 54 # 79b – 47, Bogotá, Colombia. You can reach us at PBX (601) 432 2440 Ext 2350 or the national line 310 551 9553, or via email at servicioalcliente@arkos.com.co.

The information, documents, images, videos, tools, graphics, trademarks, names, logos, and other materials found on this website are protected by Colombian and international laws on copyright, intellectual property, and industrial property. Therefore, their use is strictly limited to personal purposes of review, purchase, and consultation. Unauthorized use that violates Colombian laws, including sale, distribution, copying, modification, adaptation, or any other prohibited conduct, will be sanctioned by applicable regulations.

Consequently, the publication of content on the website www.arkos.com.co does not grant any license for the use of trademarks, copyrights, or intellectual property rights to visitors, users, or purchasers through this website.

The website may be used to review, purchase, and consult imported and/or national products that ARKOS S.A. makes available for sale to users. It also provides information on the uses and characteristics of the products and services offered, which are designed solely for informational purposes for the user.

The information published on our website may not be marketed, distributed, copied, or modified. Unauthorized access to user accounts or confidential information, as well as any attempts to breach the network and/or servers, or any actions that compromise the security of transactions and the website, are strictly prohibited.

Users must ensure that the information they provide is accurate and complete. Identity theft and the submission of incorrect information that does not accurately represent the individual or legal entity using the website are prohibited.

Only individuals of legal age, who are properly identified with a citizenship card or immigration card, are permitted to register and conduct purchase transactions through this website.

To make online payments, users must register on the website, which requires providing personal and confidential information.

This information is solely for the use of ARKOS S.A. and will not be disclosed to third parties, except as necessary to www.pagosonline.com for processing electronic payment transactions.

To ensure transaction security, users are expressly prohibited from sharing their password or any login credentials with third parties. This information is intended exclusively for the user and must not be used for unauthorized purposes.

The data collected in accordance with these terms and conditions will be used to validate purchase orders, enhance information, and improve the marketing of the products and services provided by ARKOS S.A. This information may only be shared with companies affiliated or related to ARKOS S.A., and under no circumstances will it be transferred to unrelated third parties. Users can revoke this data sharing at any time.

Additionally, buyers have the option to include comments or reviews about the products. To do so, they must be logged in. ARKOS S.A. is not responsible for the content, objectivity, or expressions used in these comments. However, comments that are offensive, derogatory, or discriminatory may be removed from the website.

To acquire products and services offered on this site, users must accept these terms and conditions and complete their registration, which includes creating an access code. Acceptance of these terms and conditions will be considered complete when users express their consent by clicking the designated checkbox.

User registration will be verified by filling out and submitting the form available on the site. This process is finalized by clicking the appropriate button on the form.

Upon successful registration, users will receive a username and password that provide personalized, confidential, and secure access to www.arkos.com.co. Users also have the option to change their access code at their own discretion, following the procedure outlined on the site.

Users are solely responsible for maintaining the confidentiality of their password. This password is intended for personal use only, and sharing it with third parties does not impose any liability on ARKOS S.A. or its affiliated companies in the event of unauthorized use.

Users will enjoy all rights recognized under Colombian legislation regarding Consumer Protection and Personal Data Protection. Therefore, they can submit their requests, complaints, claims, and suggestions (PQRS) through the various communication tools and mechanisms provided on the website. Additionally, users may also present their PQRS in person at our ARKOSCENTER Warehouses.

We strive to ensure that access to this website is secure and that your personal information is protected. However, we cannot be held responsible for issues such as viruses, delays in operation or transmission, technological errors, unauthorized third-party manipulation, or any other technological invasions or errors that may affect the website’s operation. Consequently, every transaction is subject to subsequent verification by our company and confirmation by the user and may be voided if any of these issues occur.

Please remember that only individuals with full legal capacity can make purchases through this website. Specifically, only persons of legal age, duly identified with a citizenship card or immigration card, are permitted to register and carry out transactions on this page. Additionally, www.arkos.com.co may occasionally contain inadvertent errors. If you notice any, we appreciate you bringing them to our attention by emailing us at chief.sistemas@arkos.com.co or by contacting customer service at Bogotá 0614322440 Ext 2350 or nationally at 310 8694478.

The products and prices listed on this website are intended for the public, and thus, confirmation and acceptance of your purchase order and payment by ARKOS S.A. will always be required. Only after this confirmation will the corresponding invoice be issued, and the sales contract between the user and ARKOS S.A. will be considered finalized. By placing an order, you authorize this process.

In this context, ARKOS S.A. is obligated to deliver the purchased product once the user receives an email confirming that the payment has been successful. This confirmation will include the total purchase amount, including transportation costs, and the estimated delivery date.

Please note that ARKOS S.A. reserves the right to refuse orders that need to be delivered outside the designated coverage area or beyond Colombian territory.

Before accepting a purchase order, ARKOS S.A. will verify that payment for the order has been completed.

We accept all major credit and debit card brands, allowing you to make purchases from the comfort of your home or anywhere else through our secure payment platform.

While this website employs secure and reliable connections for electronic transactions, ARKOS S.A. is not liable for any damages resulting from failures in the operations or communications of the financial entities issuing the payment cards.

The client is responsible for covering the transportation costs of the purchased products, as well as any taxes that may arise from the purchase. When the product is ready for delivery, the transportation cost will be communicated at the time of generating the purchase order. Please note that this charge may vary depending on the delivery city and will be confirmed in the email accepting the purchase order and confirming successful payment.

If the product is available for in-store pickup, transportation costs will not be included in the virtual purchase order. The client will be responsible for selecting and arranging their transportation service, and ARKOS S.A. will not be involved in or liable for transportation costs.

The general delivery promise for products purchased through this website is twenty (20) business days, starting from the day after the acceptance of the purchase order and confirmation of successful payment. However, in cases of unforeseen and irresistible circumstances beyond the control of ARKOS S.A., which may cause delivery delays, the buyer will be notified by telephone or electronically.

The estimated delivery time will be communicated in the email confirming the acceptance of the purchase order and successful payment. This estimated delivery time will not exceed thirty (30) days.

The sale is subject to inventory availability. If a product is listed but not available at the time of purchase, ARKOS S.A. will contact the customer to resolve the situation.

• www.arkos.com.co does not commit to specific delivery times. Orders will arrive at the designated address within the assigned delivery window, between 7:00 a.m. and 6:00 p.m., Monday through Saturday.
• Merchandise will be delivered to the first floor of the indicated address. For closed complexes or horizontal properties where entry is restricted, delivery will be made at the entrance. For pedestrian or rural roads, delivery will be made to the point where the vehicle can easily access.
• If the delivery attempt fails because the buyer or their authorized representative is not present, a re-delivery fee equal to the original transportation cost will be charged.
• To arrange for payment of this additional cost, the client must contact customer service at Bogotá: (601) 432 2440 Ext 2350, or the national line: 310 869 4478.
• Changes or cancellations will not be accepted for products made to order, customized, cut to measure, or made according to the client’s specific requirements.

Users of www.arkos.com.co have the possibility of exercising their right to withdraw their purchase; That is, they can autonomously and freely request that the purchase be reversed, returning things to their initial state; that is, by the user returning the purchased merchandise in perfect condition, without having used it and suitable for a new sale, and by ARKOS S.A. by returning the amount paid for the product, provided that it meets the following conditions:

➢ Opportunity: Within five (5) business days following delivery of the product.

➢ Condition of the merchandise: The user must return the product to ARKOS S.A, in the same conditions that they received it, without having used or assembled the item, in its original box or packaging, in perfect condition, with its complete parts, catalogs and manuals; suitable for a new sale.

➢ Transportation costs: They must be assumed by the user and the rest that the return of the good entails.

➢  Excluded products: The right of withdrawal will not apply to made-to-order products or those that were prepared, manufactured, assembled, cut or prepared according to the user’s specifications or that are personalized.

➢ ARKOS S.A. will refund the money to the user within thirty (30) calendar days following receipt of the returned merchandise.

➢ The merchandise may be returned through these means at the user’s choice:

1. Delivered personally to the ARKOSCENTER warehouse in the city where the order was shipped.

2. Calling the line: 3105519553 where the collection at your home will be coordinated through a merchandise transport company; We remind you that whoever exercises the right of withdrawal must pay the value of this service and the others that the return of the good entails.

To refund your purchase money, please follow these steps:

1. Contact the customer service line nationally tel: (601) 432 2440 Ext 2350, national line 310 869 4478.

2. We will check the delivery status.

3. We will take your request and process the refund of the amount paid.

This exchange policy allows customers to exchange one product for another, either at the time of request or later via a return voucher.
The maximum period for requesting exchanges is 5 business days from the date of delivery.
Once the exchange is authorized, the customer will receive a refund voucher for the amount indicated on the invoice. This voucher can be redeemed at any of our stores for the total value and is valid for 1 year.
To process the exchange, the customer must present the sales invoice and the item they wish to exchange at the same store where the purchase was made.
If the customer does not present the invoice, by Article 27 of Law 1480, the exchange may still proceed if the customer provides sufficient information to verify the purchase. This involves locating the sale in our information systems. The customer will need to complete the Complaints and Claims Request Form, including the necessary details to facilitate the search. The response time is between 8 and 10 days, provided all required information is available. The product must be in suitable condition for resale (unused, unassembled, in its original packaging with catalogs, manuals, and all parts).

Products that have been cut or modified to the requested size.

❖  Products that have been adulterated or their packaging damaged.

❖  Items that show clear signs of having been opened or manipulated.

❖  Items that show deterioration, malformation or damage, evidently caused after the initial sales process.

❖  Items for which it is not possible to determine that they belong to a sale made by ARKOS S.A., given that the Client does not provide the purchase receipt or sufficient information to evidence the consumer relationship.

❖  Products that were on sale or discounted. Products given as gifts.

The Consumer Statute stipulates that a refund of the purchase price is required under the following circumstances:
a) When an item cannot be repaired, and a repair of defects was requested under warranty.
b) If a product repeatedly fails and the consumer opts for a refund rather than further repairs.
c) For purchases made through non-traditional or remote methods (e.g., Call Center or website), the customer may retract the purchase within a maximum of 5 business days from the conclusion of the purchase and sale contract.
d) If goods purchased electronically are not delivered within thirty days or are unavailable, the contract must be terminated and all sums paid must be refunded.
e) When advance payments are made on a material, but the invoiced and delivered value differs, the client must be refunded the balance.
f) When the client proves that they made a payment that was not due.
ARKOS S.A. is obligated to refund the purchase price only in the situations described above.

Your data will be kept under strict confidentiality. www.arkos.com.co uses SSL (Secure Socket Layer) technology, a standard adopted by leading global companies for secure electronic transactions. This ensures that all your personal information remains encrypted and protected from unauthorized access while transmitted over the network.

To our Site www.arkos.com.co, hereinafter ARKOS S.A., makes this security and privacy declaration to demonstrate and communicate its commitment to a business practice of high ethical level and equipped with appropriate internal controls. Furthermore, you make this statement to ensure your commitment to protecting the personal data of users of the Site. Our Site is protected with a wide variety of security measures, such as change control procedures, passwords and physical access controls. We also employ other mechanisms to ensure that the information and Personal Data you provide will not be lost, misused or inappropriately modified. These controls include confidentiality policies and regular database backup.

During your visit to our site, we may capture information regarding your specific activities, generating reports that allow us to consolidate activity per user. We use “cookies” to track your “shopping cart” and to send you specific information related to your interests.

This Site may contain “links” to other sites; ARKOS S.A. is not responsible for the security or privacy practices, or the content of those sites. Likewise, ARKOS S.A. does not endorse any products or services offered on such sites. Likewise, ARKOS S.A. is governed by the personal data protection policy, therefore, policies of sites that direct traffic to www.arkos.com.co do not apply.

ARKOS S.A. reserves the right to make modifications, additions or insertions to these Terms of Use at any time. Therefore, Users will be subject to the conditions in force on the date they place a purchase order.

By entering or using the website www.arkos.com.co, the user accepts the present terms and conditions of the site as unequivocal conduct. These terms and conditions will be governed, interpreted, and applied according to the laws of the Republic of Colombia.

If the user does not agree with these terms and conditions, they must refrain from using the website.

We reserve the right to modify these terms and conditions of use when deemed necessary. The user’s continued use of this and other ARKOS S.A. sites after any changes are introduced will imply full acceptance of those changes.

Severability

In the event that any provision of these Terms and Conditions is deemed void, ineffective, or invalid, in whole or in part by a court or any competent authority, such a declaration will not affect the validity of the other provisions, which will continue in force.

I authorize ARKOS S.A. to process my personal data provided in this form for the following purposes:

• Comply with the obligations derived from the contractual relationships that may be established with me; grant me a guarantee on purchased products when applicable; and inform me about commercial conditions and after-sales services, among other actions derived from the business we carry out.

• Carry out business intelligence actions, data analytics, artificial intelligence, creation of tailored offers, relationship marketing (personalized), customer prospective, research and market trends, traceability and monitoring of consumption patterns, understanding of profiles, and monitoring of routes and browsing behaviors on the internet and applications of the brands and businesses of ARKOS S.A., as well as traceability of behavior on social networks. I accept that these activities can be carried out even within the framework of innovation projects carried out by ARKOS S.A., aimed at exploring and creating new businesses, improving its value offer, and enhancing customer experience.

• Contact me through various physical and electronic channels to invite me to participate in the loyalty program, communicate promotions and advertising about products, goods, and services, as well as send me gifts for advertising campaigns and invitations to related events of interest.

Additionally, I authorize ARKOS S.A. to:

• Deliver my data safely to the financial allies of ARKOS S.A., so they can carry out analytical, market research, prospective, and contact-communication actions. This will allow them to offer and promote their financial-credit products and services within the framework of the alliances established with ARKOS S.A. I expressly and informedly authorize these allies to consult and analyze information related to my financial and credit behavior solely and exclusively for the purposes indicated in this text.

• Deliver my data safely to its affiliated companies – subsidiaries, and companies with which ARKOS S.A. has direct or indirect shareholding, as well as its strategic allies and business partners.

• Deliver my data safely to third parties in charge of any of the treatments mentioned here, in Colombia or abroad.

• Consult my data in public databases for risk management purposes such as money laundering, terrorist financing, fraud, corruption, and bribery.

• Regarding biometric data that ARKOS S.A. may request, such as fingerprints or photographs, I am reminded that my response to such requests is optional.

For more information, consult our personal data protection policy at www.arkos.com.co. Remember that you can exercise your habeas data rights to consult, update, correct, rectify, delete your data, or revoke your authorization by contacting us at protecciondedatos@arkos.com.co.

This Policy is governed by the laws of the Republic of Colombia, comes into force upon its publication and is understood to be in force throughout the term of the existing relationship between you and ARKOS S.A.

This policy has been approved by the Legal Representative of ARKOS S.A., on January 26, 2022 in Bogotá D.C.

ARKOS SISTEMAS ARQUITECTONICOS S.A.

The guarantee is the temporary and joint obligation that ARKOS S.A. has to respond to the consumer for the quality, suitability, safety, good condition, and functioning of the products it sells, by legally required conditions or those offered.

The warranty period for our products will be valid from the date of purchase, which corresponds to the date recorded on the sales invoice.

At ARKOS S.A., all guarantees are prorated as follows:

The above will imply that the coverage will depend on the time that has passed between the date of purchase and the warranty request.

Warranty coverage is conditional on the customer’s compliance with the technical sheet, installation, maintenance and use recommendations of the product.

The warranty of any product will be subject to a technical diagnosis; Depending on the case, a technical verification visit may be scheduled or a section of the allegedly affected product may be requested.

Any request will be responded to within a maximum of fifteen (15) business days following receipt, however, you must take into account that, if a technical visit or evidence of the installed product is required to be analyzed by the manufacturer, the response time could spread.

When the replacement is appropriate, it will be carried out within thirty (30) to ninety (90) business days from the day following the response from the technical area regarding the acceptance of the guarantee, because the product being marketed is imported and at the time of warranty acceptance we may not have stock.

If the product warranty is applicable, the replacement will be carried out completely free of charge. If the product does not allow replacement, the price paid will be refunded.

To speed up the response to the warranty request, we recommend that you provide as much information as possible (photos, videos).

If you do not have the invoice, provide the purchase information (name of owner, date, value) to manage the warranty request.

The customer must assume the transportation costs to make the guarantee effective.

If the failure is repeated, at the consumer’s option, a new replacement or a refund of the price will be carried out.

The warranty will not be applicable if the diagnosis issued determines that:

1. There was force majeure or fortuitous event.

2. The act of a third party.

3. The improper use of the good by the consumer.

4. That the consumer did not follow the installation, use or maintenance instructions indicated in the technical sheet, the product manual and in the warranty.

Once the term of the legal warranty expires, the client must assume payment for any diagnosis and/or change that the product requires.