Shipping policy

Refund, Exchange and Return Policy

Sumay CGC Essentials S.A.S. Last updated: 07/29/2026


We want you to shop with complete confidence. This policy explains how exchanges, returns and refunds work at Sumay, in compliance with Law 1480 of 2011 (Colombian Consumer Protection Statute) for purchases made in Colombia.


1. Right of withdrawal (change of mind)

If you purchased online and the product has not been opened or used, you have the right to withdraw from your purchase within five (5) business days of the date you received your order, without having to give a reason.


Conditions to exercise the right of withdrawal:

  • The product must be sealed, unused and in its original packaging.
  • You must write to us at info@sumay.com within the stated period, including your order number.
  • Return shipping costs are paid by the customer, unless the withdrawal is due to our error (wrong, defective or damaged-in-transit product).
  • Once the product has been received and inspected, we will process the refund within the following 30 calendar days, using the same payment method as the original purchase.

Health and hygiene exception (opened products)

Because these are cosmetic products and consumable nutritional supplements, and for reasons of hygiene and health protection, products that have been opened, used, or whose safety seal has been broken are not eligible for withdrawal due to a simple change of mind. This exception does not apply if the product has a manufacturing defect or arrived damaged. In that case, the legal warranty described in section 2 applies.

2. Legal warranty for defective or damaged products

If your product arrives damaged, defective, incomplete or different from what you ordered:

  1. Write to us at info@sumay.com within 48 hours of delivery.
  2. Include your order number and clear photos of the product and the packaging received.
  3. We will review your case and offer you, as appropriate: a replacement product, or a full or partial refund, at no additional cost to you.


This warranty applies regardless of whether the product has been opened, since it covers a fault attributable to Sumay or to the carrier, not a change of mind by the customer.

3. Orders cancelled before shipment

If you wish to cancel an order that has not yet been shipped, write to us as soon as possible at info@sumay.com. If the order has already been shipped, you will need to wait for delivery and then follow the withdrawal or warranty process, as applicable.

4. Subscription refunds (Sumay Ritual)

  • You can pause or cancel your subscription at any time from My Account → Subscription, before your next billing date, without penalty.
  • Shipments already billed and dispatched under the subscription are governed by the same withdrawal and warranty rules described above.
  • No refunds are issued for cycles already delivered and used, unless the defect warranty exceptions apply.

5. Shipping costs

Original and return shipping costs are non-refundable, except in warranty cases involving an error, defect or damage attributable to Sumay (section 2), in which case we cover the return shipping cost.

6. How to start a return or claim

  1. Write to us at info@sumay.com with your order number, the reason for the return, and photos if applicable.
  2. Our team will reply with shipping instructions (return address) and the next steps.
  3. Once the product has been received and inspected, we will confirm whether the refund or exchange has been approved or rejected.
  4. Approved refunds are processed using the original payment method. The time it takes to appear in your account or on your card depends on your bank and may take a few additional days after our confirmation.

7. Contact

Sumay (CGC Essentials S.A.S.)

Bogotá, Colombia

info@sumay.com

+57 322 4737702