At CONGO, our customers’ complete satisfaction is our main priority. Therefore, all products being sold and traded in our store are original items and warranted by its manufacturers and suppliers. However, CONGO shall not be liable or responsible for any mishandling or inappropriate use of the purchased item.
Product Availability Policy
CONGO guarantees the existence of every product being displayed in the gallery on its Website. However, customers will be notified as promptly as possible if the item ordered or purchased is currently unavailable or out of stock. CONGO will provide you with the various ways to proceed in order to solve the inconvenience.
Return & Refund Policy
In the event of returning the item(s) purchased, the client shall notify CONGO within 48 hours after receipt, either by phone, to the physical address or email address provided on our Website. Only the returned products, proven to be defective in craftsmanship or quality, will be accepted. If the product cannot be determined or identified as being defective, return will be denied. Once the return is approved, the product will be replaced for a new item in perfect condition, similar to the one returned. All our products are entirely handmade and thus, it is difficult to guarantee an identical piece. No refunds will be given in cash. CONGO reserves the right to modify or eliminate any of these policies at any time. Although our policies may permit a purchaser to return products claimed to be defective under certain circumstances, CONGO makes no warranties of any kind with respect to any products. CONGO hereby expressly disclaims any and all warranties relating to the products thereto, whether expressed or implied, including without limitation, any and all warranties of merchantability. CONGO shall not be liable for any damage, loss, cost or expense for breach of warranty. The right to return defective products, as previously described, shall constitute our sole liability.
Online transactions through our Website can be paid using Visa or Mastercard Credit Cards of any local or international bank. We also accept PAYPAL as a payment method.
CONGO shall not be liable, in any event, for any operation or transaction made with stolen or borrowed credit cards, for orders submitted by persons who are not the cardholders or for any other illegal activity.
CONGO outsources international transport services from companies such as UPS, DHL, FEDEX, our local courier, among others. Therefore, the client shall accept all the terms and conditions provided for in the respective standard-form contract of any of the aforementioned companies. The client will be notified of the shipping costs prior to the closure of the purchase order. Also, the client shall agree to pay any and all charges and additional costs deriving from such delivery, if any when nationalizing the merchandise to its final destination. Products will be shipped within 48-72 hrs after receiving the purchase order, regarded that there is immediate availability of stock. CONGO’s staff is extremely careful with the packaging of each item in order to assure the delivery of the products in perfect condition. The shipping time by air transportation is subjected to the final shipping destination, as well as to the delivery conditions of the contracted company. Normally, it may take between 1 to 5 business days for the item to arrive using DHL Ecommerce services. In case our client wants to contact the contracted company in any way, CONGO commits itself to provide all the necessary support in order to do so. Furthermore, in case of anticipating any kind of delay in the delivery of the package, CONGO will immediately contact the client. WHEN THE SHIPPING IS DELIVERED TO FINAL DESTINATION, please open the package upon arrival in front of the carrier’s agent. If merchandise is not in perfect condition, do not accept the product(s), return all packaging material and request the agent to open a claim. It is very important that you follow these instructions accurately so the carrier can proceed with the claim's procedure and reimburse both the merchandise and shipping costs once applied the insurance.
Congo-Nasua Costa Rica, S.A. is not responsible for the shipment process; we only act as an intermediary. It is our obligation, however, to follow up on the claim and keep you informed on any information we receive from the carrier.