SOPORTE
Product Warranty Policy
At Y/OUT, we stand behind the quality of our products. We offer a forty-five (45) day warranty from the date of purchase.
For purchases made through our digital channels, the warranty period begins on the delivery date of the product.
How to request a warranty claim
To request a warranty, the customer must deliver the product to any of our physical stores or send it to our Distribution Center (CEDI).
Once received, the product will be forwarded to our Quality team for a technical inspection to determine whether the warranty applies.
Evaluation outcome
If the claim is approved, the company may, at its discretion, choose one of the following options:
- Replacement of the product with a new one or one of equivalent characteristics.
- Repair of the product.
- Issuance of store credit.
If the claim is not approved, the product will be returned to the customer along with an explanation of the reasons.
For more information, please contact our after-sales support line: +57 322 767 8328
Find your favorite product:
Browse through the categories in our menu or use the search bar to find what you're looking for. Once you’ve found it, select your size and click “ADD TO CART.”
Keep shopping:
You can continue exploring and add as many products as you like to your cart.
Review your order:
When you're ready, click on the bag icon in the top right corner. Make sure everything is correct and select “CHECKOUT.”
Complete your details:
Enter your personal and shipping information. If you already have an account, simply log in with your email and password.
Choose your payment method:
Select your preferred payment method and you’re all set—receive your order right at your home or office.
If you’re unable to complete your payment with your card, please note that we process payments through Stripe and Shopify Payments.
Make sure all the information entered is correct (card number, security code, etc.).
If the issue persists, contact us through any of our support channels:
WhatsApp: +573146159570
Email: costumerservice1@y-out.com
Yes, all prices displayed on our website already include VAT. There are no surprises at checkout.
Shipping time:
International orders are delivered within 3 to 5 business days.
Shipping cost:
Shipping costs are calculated at checkout, depending on the destination country and order details.
Note: Business days refer to Monday through Friday, excluding weekends and holidays.
You have 30 calendar days from the delivery date to request an exchange or return.
For full details, please review our Exchanges & Returns Policy. Click here.
Contact us via WhatsApp at +57 314 615 9570, and we’ll send you your order’s tracking number.
With this number, you’ll be able to track your shipment directly on the carrier’s website.
Yes. In accordance with international consumer protection standards, you may request a refund within 5 business days after receiving your product.
The item must be returned in the same condition in which it was received.
To request a refund, please contact our after-sales WhatsApp line:
+57 314 615 9570
The gift card is valid for twelve (12) months from the date of delivery, unless a different validity period is specified, which may be shorter or longer than one year.
Y/OUT keeps a record of each gift card to ensure proper control and use.
In all cases, and in accordance with applicable consumer protection regulations, Y/OUT reserves the right to modify the terms and conditions applicable to gift cards, always respecting consumer rights.
If the refund is due to size, style, or because you didn’t like the product, the shipping cost is the customer’s responsibility.
If the return or exchange is due to a product defect or a shipping error, Y/OUT covers the shipping cost.
Most of our garments feature an oversized fit, meaning they are looser than traditional sizing.
Some specific styles have a regular fit, which is more tailored to the body.
We recommend always checking the size guide available on each product page.
The process is handled exclusively through our after-sales WhatsApp line:
+57 314 615 9570
PRIVACY POLICY AND PERSONAL DATA PROCESSING
THE EXPERIENCE GROUP S.A.S. (Y/OUT)
Last updated: June 9, 2025
In compliance with Colombian Law 1581 of 2012, Decree 1377 of 2013, and other applicable regulations, as well as international data protection standards such as the General Data Protection Regulation (GDPR) where applicable, THE EXPERIENCE GROUP S.A.S., identified with Tax ID (NIT) 901.392.653-9 and domiciled at Carrera 30 Transversal 7A #38-1 Interior 9805, Medellín, Antioquia, Colombia, acting as the data controller, informs its customers, users, suppliers, and strategic partners of the following:
1. PURPOSE OF DATA PROCESSING
Personal data collected through our physical and digital channels will be used exclusively for the following purposes:
- Processing orders, payments, shipments, returns, and after-sales services.
- Providing customer support and managing administrative processes.
- Sending commercial communications regarding launches, promotions, updates, and events.
- Conducting behavioral analysis, market research, and segmentation.
- Complying with legal, contractual, tax, or accounting obligations.
- Carrying out quality and satisfaction surveys.
- Responding to requests from competent national or international authorities.
These purposes are aligned with the company’s corporate purpose and aim to enhance the user experience.
2. DATA SUBJECT RIGHTS (HABEAS DATA RIGHTS)
As a data subject, you have the right to:
- Access, update, correct, and delete your personal data.
- Request proof of the authorization granted for data processing.
- Be informed about how your data is being used.
- Revoke your consent for data processing, where applicable.
- File complaints before the relevant supervisory authority, such as the Superintendence of Industry and Commerce (SIC) in Colombia or equivalent international authorities.
3. METHODS TO EXERCISE YOUR RIGHTS
You may exercise your rights free of charge by contacting us through:
📧 costumerservice1@y-out.com
📍 Address: Carrera 30 Transversal 7A #38-1 Int. 9805, Medellín, Antioquia, Colombia
📞 Phone: +57 312 773 7319
4. SECURITY AND CONFIDENTIALITY
THE EXPERIENCE GROUP S.A.S. (Y/OUT) implements reasonable technical, human, and administrative measures to protect personal data against loss, unauthorized access, misuse, alteration, or destruction.
5. INTERNATIONAL DATA TRANSFERS
If personal data is transferred or stored outside of Colombia, we ensure compliance with applicable international data protection standards, including the General Data Protection Regulation (GDPR) and globally recognized habeas data principles, ensuring an adequate level of protection.
6. DATA RETENTION
Personal data will be processed for as long as a contractual or legal relationship exists, or until the data subject requests its deletion, unless a legal obligation requires its retention.
7. POLICY ACCESS
The full and updated version of our Personal Data Processing Policy can be requested via email:
THE EXPERIENCE GROUP S.A.S.
Commercial Brand: Y/OUT
Tax ID (NIT): 901.392.653-9
Medellín, Colombia
Shipping, Exchanges & Returns
Shipping
International Shipping: Delivery time is 3 to 5 business days.
Exchanges
At Y/OUT, we offer exchanges for color, size, or product, subject to availability.
Exchange requests must be made within 30 calendar days from the delivery date.
The product must not have been purchased on promotion or discount.
Items must be in perfect condition: clean, unused, in original packaging, with tags attached and properly folded.
Who covers the shipping cost?
If the exchange is due to a manufacturing defect or a shipping error, Y/OUT covers the shipping cost.
If the exchange is due to size, color, style, or personal preference, the shipping cost is the customer’s responsibility.
Once we receive the item, our team will verify that it meets the conditions listed above. If not, the product will be returned to the customer without processing the exchange.
Important:
Items purchased on promotion, discount, sale, or with promotional vouchers are not eligible for exchange, except in cases of manufacturing defects.
If you notice a defect or damage upon receiving your product, contact us immediately via WhatsApp at +57 314 615 9570, including photos and a brief description. The product will be inspected, and if the defect is confirmed, it will be exchanged for the same item and size.
In case of loss, theft, or damage during return shipping, responsibility lies with the carrier. We recommend using tracked shipping services.
Returns
You may request a return or refund within 30 calendar days from the delivery date. The product must be in the same condition in which it was received.
Who covers the shipping cost?
If the return is due to a product defect or shipping error, Y/OUT covers the shipping cost.
If the return is due to size, style, or personal preference, the shipping cost is the customer’s responsibility.
Contact us via WhatsApp: +57 322 767 8328
Email: costumerservice1@y-out.com
Customer Service Hours:
Monday to Friday: 8:00 AM – 1:00 PM / 2:00 PM – 4:30 PM
Saturday: 8:00 AM – 10:30 AM
We do not provide customer service outside of these hours.
