RETURN & EXCHANGE POLICIES

WARRANTIES, RETURNS, AND EXCHANGES
Warranty, Exchange, and Return Policy

PEMC Business Group S.A.S., a company established by private document and registered with the Medellín Chamber of Commerce for Antioquia, with its registered office in the city of Medellín, exercising its autonomy as a company that markets clothing, beauty products, and accessories, and complying with the legal provisions it is obligated to apply, as established in Law 1480 of 2011 and Regulatory Decree 735 of April 17, 2013, establishes the following exchange, warranty, and return policy.

This policy has two components: one that covers end customers and another that applies to authorized distributors of the brand.

Business days are defined as Monday through Friday, excluding holidays in Colombia. Likewise, claims or requests will be accepted, provided they are submitted effectively by the last day they are eligible, until 11:59:59 PM, through the designated channels for each request. Requests submitted directly by employees of Grupo Empresarial PEMC S.A.S. will be processed according to their work schedule or the operating hours of the business establishment open to the public.

POLICIES APPLIED TO END CONSUMERS

EXCHANGES

Our exchange policy applies within 30 calendar days from the date the product arrives at the customer's door or the date of purchase at our direct sales point. If more than 30 calendar days have passed since the purchase, unfortunately, this policy will not apply.

The exchange process may take between 1 and 20 calendar days. Exceeding 20 days will not result in any penalty or entitle you to compensation or any other type of reimbursement; however, your case will be given priority.

Exchanges are subject to stock availability and will always be made at the original purchase price or a higher price.

Black Friday, Cyber Days, Black Days

During special promotions such as Black Friday, Cyber Week, and Black Days, no exchanges or returns are accepted on purchased products. These offers are designed to provide exclusive prices and unique discounts, so all products purchased during these periods are considered final sale.

We recommend carefully verifying the specifications, sizes, and details of the products before making your purchase. If you have any questions, our customer service team will be available to assist you before you confirm your order.

Discounted Products:
• All discounted products are considered final sale. This includes sizes, colors, and styles, so no exchanges are permitted. Right of Withdrawal:
• If you exercise your right of withdrawal, a refund will be issued, in accordance with the law, within 30 business days.

Warranty:
• Products have a 30-day warranty, applicable in case of manufacturing defects.

Personal Use Items:
• For hygiene and safety reasons, the following products are not eligible for exchange: underwear (panties, bras, boxers, briefs), socks, bodysuits, catsuits, and swimwear.

Discount Availability:
• Discounts are valid while supplies last or until the end of the sales period.

Thank you for your understanding, and we are available to answer any questions.

Exceptions:

If the product received has manufacturing defects or does not match the order placed, you may file a claim through our customer service department within the established timeframes.

PEMC Business Group S.A.S. does not offer refunds. Customers will receive a credit for the amount paid, valid for one year from the date of notification via email, phone, or WhatsApp, using the contact information registered in the company's database. If the product chosen for exchange is of higher value, the difference must be paid. If it is of lower value, the difference will be credited to the customer's account.

Exchanges and returns are not accepted for underwear or swimwear.

Other non-returnable items:

• Health, beauty, and personal care products.
• Gift cards.
• Socks, leggings, fragrances, and costume jewelry are not eligible for exchange.

To complete the exchange, it is recommended to provide a receipt or proof of purchase.

The exchange process can be initiated by contacting us via WhatsApp at +57 53162974 to coordinate shipping to our facilities. Return shipping costs are the responsibility of the customer.

Items sold in physical stores that are discounted are not subject to this policy.

Items sold in physical stores that are discounted are not subject to this policy.

To exercise the right to exchange or return, the products must meet the following requirements:

• The garment must not have been worn.
• It must have all its tags.
• It must not be dirty.
• It must not show traces of deodorant or makeup containing chemicals that discolor or damage fabrics.
• It must not show traces of chemicals or bleach.
• It must not be faded.
• The garment must not have been altered or modified by the consumer.
• The garment must fit perfectly.
• The print, appliqués, or embroidery must not have any inconsistencies due to washing, ironing, or alteration.
• It must be in the same condition as when it was purchased.
• It must retain the original tag. We suggest trying on the garment before removing it.
• The original packaging in which the product was shipped must be retained. It is recommended to present the purchase invoice, or indicate the buyer's ID number and the date the product was purchased.

This policy only applies to purchases made directly between Grupo Empresarial PEMC S.A.S. and the end consumer. Exchanges are not made for products purchased through authorized distributors.

WARRANTIES

As established in Law 1480 of 2011, Title III, Chapter I, Articles 7 to 17; and in accordance with Decree 735 of 2013, which regulates warranties, Grupo Empresarial PEMC S.A.S. establishes a 30-day warranty, starting from the date the end customer receives the product. This warranty period applies to all products sold by Grupo Empresarial PEMC S.A.S.

A 60-day warranty will be offered exceptionally for the following products:

- Travel suitcases.

- Handbags

If the warranty is for quality defects or product imperfections, the first step will be to resolve the issue according to Colombian law. This means the original product will be repaired if possible. If repair is not accepted, the customer may receive a replacement product of the same model and specifications, a credit for future purchases, or a refund. Repair will be the first option. If the product cannot be repaired, the customer may choose one of the other alternatives, which must be agreed upon in writing or through any other means of proof.

The warranty coverage is limited if the customer fails to follow the product's instructions for use, and misuse is verified by quality inspectors.

The item must be clean and unaltered upon receipt.

The warranty process can be initiated by reporting any issues to the WhatsApp number +57 53162974, where instructions will be provided. The product should not be sent without prior authorization, as the Company is not responsible for what happens to the product, since tracking of its shipment is required.

Once the product is received, it will undergo a quality evaluation process to determine if it actually has a quality issue or if the problem is due to negligence on the part of the end consumer during use. An initial report will be prepared, with photographic documentation, a copy of which will be sent to the customer, detailing the product's issues and the reason for the warranty claim.

If the warranty or exchange is accepted, the customer will be notified, indicating whether the product will be repaired or if other options under Colombian law apply. In this case, shipping costs will be covered by Grupo Empresarial PEMC S.A.S.

If the warranty claim is not accepted, the customer will be responsible for the transportation costs incurred in processing the request. The company will inform the customer and provide a written notification outlining the technical reasons and supporting evidence for the decision. The customer must deposit the transportation costs into the designated account so that the item under warranty can be returned to the end consumer.

The maximum time allowed for completing the warranty process is 30 calendar days, starting from the day after the consumer or the shipping company effectively delivers the item for which the warranty claim is being made to the facilities of Grupo Empresarial PEMC S.A.S. or one of its retail locations.

Any matter not addressed herein will be resolved in accordance with Colombian law and jurisprudence on the specific issue.

RIGHT OF WITHDRAWAL

The right of withdrawal is established in Law 1480 of 2011, Title VII, Chapter V, Article 47. This right may be exercised by the end consumer within 5 business days following the date the customer receives the product.

This right only applies to purchases made through online channels; in-person sales are not covered by this right.

The end customer must contact us via WhatsApp at +57 53162974 within 5 business days following the date the product arrives at their address and the date the delivery confirmation is issued by the shipping company.

Once contact is made, the customer will be given instructions on how to exercise their right of withdrawal. The customer is responsible for the shipping costs to return the products to the indicated address. The end customer must contact us beforehand and wait for instructions before sending the products, as Grupo Empresarial PEMC S.A.S. The customer must track the shipment, and we will not be responsible for any loss of products that may occur without prior authorization. At the time of shipment, the customer must provide photographic evidence showing that the product is undamaged and in optimal condition. It is the customer's responsibility to insure the product for its original value in case of loss or damage, allowing us to file a claim with the shipping company.

Products must be returned in the same condition as when received, with all tags, labels, accessories, and any other features that do not diminish the product's value. If the product has been used, the right of withdrawal cannot be exercised, nor can it be exercised if the product shows any signs of damage.

Once it is verified that the product is in the same condition as when delivered to the customer, we will request bank account certification from the purchaser to process the refund within 15 business days of the purchase being made.

The amount paid by the customer for the original purchase will be refunded, less the shipping costs. For discounted products sold online, the legal right of withdrawal applies.

Any matter not covered herein will be resolved according to Colombian law and jurisprudence on the specific issue.

Withdrawals are not accepted for underwear or swimwear.

MISSING ITEMS

If, upon receiving the product, it is observed that the packaging is not in optimal condition, shows signs of tampering, or items are missing, the customer is responsible for noting this on the delivery slip and providing video evidence of the discrepancies at the time of receipt.

The customer must attach this evidence and send it to the email address support@monastery.com.co or via WhatsApp to +57 53162974, where they will receive instructions and further steps.

These types of claims must be made within 3 calendar days of receiving the products.

PEMC Business Group S.A.S. is not liable if, upon receiving the product, the carrier's delivery slip does not note any improper packaging or the condition in which the product arrived. Likewise, if the video provided shows that the product had already been opened or contains inconsistencies, the claim for missing items will be filed directly with the carrier.

USE OF COUPONS AND DISCOUNTS

Coupons, discounts, or any type of promotional benefit issued due to system errors, pricing errors, or under warranty are subject to the terms and conditions established by the company. These coupons and discounts:

Validity: They will be valid only within the period indicated at the time of issuance. The company reserves the right to adjust the validity period in exceptional circumstances.

Usage Limitations: These promotional benefits may not be combined with other active promotions, discounts, or coupons, unless expressly indicated by the company.

Review and Adjustment: The company reserves the right to verify and modify issued coupons or discounts in the event of any errors or misuse, as stipulated in these terms.

Single and Non-Transferable Use: Coupons or discounts generated due to error or warranty are personal and non-transferable to third parties.

System and Pricing Errors: If discounts are provided due to order errors, these discounts will apply exclusively to the order originally placed by the customer and will not be transferable or applicable to future orders. The company reserves the right to adjust or limit these discounts.