This document determines the policy for product delivery, changes or returns when purchased through the shopping cart in the PROKPIL S.A.S. virtual store. For the purposes of this document, the company PROKPIL S.A.S., identified by TIN. 901.035.561-1, will be construed as PROKPIL.


PROKPIL delivers your order to the registered address within 2 to 8 business days, depending on the place of delivery, providing coverage in all the cities of Colombia through Open Market according to the rates set at the time of purchase, with the understanding that the price will depend on the place of delivery.


Delivery will be made to the address indicated at the time of check out to any responsible person of legal age who is at the place of delivery, for which the signature on the carrier's waybill will suffice.

In the case of residential complexes or buildings with concierge service, delivery will be made to the doorman of such addresses, with his signature on the transport document.

In the event that the customer expressly states at the time of purchase that the product should be delivered only to the buyer or an authorized third party, and they are unavailable on the day of delivery, this will be indicated in the observations box of the shipping form. Therefore, if no one is available at the delivery site to receive the shipped product, or in case the buyer or the authorized person is not present, the order will be returned to the place of delivery and PROKPIL will reschedule the delivery of the product. If the product is not received after two visits by the carrier, PROKPIL will proceed with return of the products to its warehouse. In this case, should the customer wish to have the order reshipped, it is his/her obligation to contact PROKPIL and schedule the reshipment of the order, which implies a cost to be borne by the customer.


Delivery time for Bogota is 3 business days, for major cities is 3 to 5 business days and for the rest of the country, we deliver your order in up to 8 business days.

The delivery time will be counted from the confirmation of payment; this information will be sent through a message to your email.

For credit and debit card payments, our payment processor PayU must approve the transaction based on data analysis, which may take up to one business day.

  • • If your purchase is confirmed by 3 p.m. Monday through Friday, the first business day is the day you make the purchase and from that day the delivery time will begin to count.
  • • If your purchase is confirmed after 3 p.m., the delivery time will begin to count from the next business day of confirmation of your purchase.
  • • If you make a purchase on a Saturday, Sunday or holiday, the delivery time will start to count from the next business day of confirmation of your purchase.

If at the moment of receiving your order, you notice any damages or anomalies in the packaging or its condition, this should be recorded in the observations field of the waybill. If no complaint is registered by the customer in the corresponding transport document, it will be understood that the product was received to the customer’s satisfaction.

If the product received by the customer does not correspond to the one published and/or if the product is damaged at the time of delivery, the customer will not be charged the shipping cost.

If at the time of delivery of the product, the customer refuses to receive it for a reason beyond PROKPIL's responsibility, the shipping cost will not be refunded.

After receiving the product, under no circumstances, neither the carrier nor third parties are authorized to pick up the product again from the address.

Deliveries cannot be made at an exact time.


If you wish to change or return any of the products that you purchased through our online store WWW.PROKPIL.COM you must consider the following:

  • We accept changes of products that are defective for reasons of product quality and that are within the established time limit to accept the change or return, up to 10 business days after receiving the product.
  • Check that you have received all items in perfect condition. Once they are delivered, PROKPIL shall not be held responsible for their loss.
  • No returns or exchanges will be made on products that have been used or removed from their original packaging.
  • No exchanges or refunds will be accepted when the product is used improperly or for a purpose other than that for which it was designed and the instructions for use, recommendations or warnings indicated on the package label or on the inside of the folding box are not followed.
  • It should be noted that promotional or discounted products cannot be changed. In some cases, special conditions will apply depending on the dynamics or activity for which you are buying them.
  • In order to change or return the product, the same packaging in which the order was delivered must be used, accompanied by the corresponding purchase invoice.
  • The shipment of the product for change or return should be made by any available means and the associated costs will be borne by the buyer.

To process your exchange or return, you must register it through one of our customer service channels, for quality purposes, namely: or in the PQR section. Keep in mind that, in cases of product quality, whenever possible, the lot number printed on the label, directly on the package or on the folding carton should be reported. PQR’s will be addressed within fifteen (15) business days.

  • • The customer can choose from the following change options:

Product change: Subject to inventory availability at the time of the change. Changes can only be made for products with equal or lesser value than the original and any excess values, if applicable, will be delivered in a coupon for a new purchase in the online store. In case of not having availability for the change, the value of the product(s) will be delivered in a coupon for a new purchase.

Coupon for a new purchase: this coupon is valid for six months from the date of creation.

Money refunds: Only for product quality requests. Depending on the payment method used for your purchase, the refund will be made via wire transfer or to the credit card used to make the purchase. Partial refunds will be processed via wire transfer.


These are the times for each of the options:

  • Changes will be shipped approximately 3 business days after the product is received in the warehouse and the same times for regular delivery will apply.
  • The coupon for a new purchase will be sent approximately 2 business days after the product is received in the warehouse.
  • Money refunds: Through electronic transfer, the process may take from 5 to 7 business days. In the case of credit cards, please bear in mind that the refunded amount may take up to 30 business days to appear, depending on the policy of the issuing bank. The term for deductions or withholdings of money services on account of this credit balance to appear depends on each bank is not the responsibility of PROKPIL.

After receiving the product in our warehouse, we will send you a refund request form for you to fill out. Once we confirm receipt of this form, the time count for your refund will begin.


In case your product does not meet the conditions to accept the return, we will inform you via email the reason why the change and/or warranty does not apply and the product will be returned to the initial shipping address.


In accordance with the right of withdrawal set forth in Law 1480 of 2011, the customer must exercise this right within the first 5 business days following the date on which the product was delivered. For the return invoking the right of withdrawal the customer must return the product by the same means and in the same conditions in which it was received, approaching an authorized point of the carrier and using only the waybill provided by the store.

In the event that all of the above conditions are met, PROKPIL will return to the customer all sums paid without discounts or deductions of any kind. To learn more about your right and the obligations that arise from its exercise, please consult the decree at


The law provides that in sales made through e-commerce mechanisms and/or online sales, in which a credit card, debit card or any other means of electronic payment has been used, the participants in the payment process must reverse the payments requested by the customer when he/she is subject to:

  • Fraud
  • An unsolicited transaction
  • Not receiving the purchased product within the timeframe stated in the delivery policy.
  • The delivered product does not correspond to what was ordered or is defective.

If any of the above causes are met, in order to proceed with the payment reversal of the customer must return the product within five (5) business days, where appropriate, and notify the issuer of the electronic payment method used to make the purchase of the claim, which, together with the other participants in the payment process, will proceed to reverse the the buyer’s transaction.