Service policy

Requests, complaints and claims, including request for returns

The company has established different channels of communication to receive the concerns that are related to any of our products. The user will have a period of 15 business days counted from the date of receipt of the product to request a return from the product. Unless the refund is made by defects in the product, the expenses related to the shipment will be assumed by the user. In any case, the product must be returned in its original packaging and in perfect condition. By hygienic and health conditions, the return of no product will be admitted once its label is removed or open.

Likewise, the right of withdrawal may not be applied to customized products or that for reasons of hygiene or other legally contemplated exceptions are not susceptible to this right.

Once we receive the merchandise and verify that all the above conditions are given, Industrial Proquim will admit the return of the product and will proceed to be issued.

Order Take

Our company realizes the receipt of orders within the company's work schedules, directly addressed with our team of commercial advisors. If the order is requested after 16: 00h, it will be processed to the next corresponding business day.

Labor hours established: Monday to Friday from 07:00. - 17: 00h. Saturdays 09: 00h at 12: 00h

Creation of customers

To carry out the process of creating Customers Proquim Industrial S.A.S will only request the required information that allows to offer the requested service. (RUT Updated, contact data, identification, telephones, among others depending on whether it is a company or natural person). Proquim Industrial S.A.S. Ensures that the data received from its customers will be treated according to national legislation for the case of data processing.


All the needs required by our customers will be attended by the Team of Commercial Advisors. In case of online sales there is a specific channel to manage customer requests.

Line of service: 602-3816570

Price and term of validity of the offer

The prices indicated with respect to each product include the value added tax (VAT), although they do not include other taxes that may be applicable and in any case they will be expressed in pesos. These expenses, unless expressly indicated otherwise, do not include shipping, manipulation, wrapping, shipping insurance or any other additional services and annexed to the acquired product.

The prices applicable to each product will be published on the website and applied automatically by the order process. The client assumes that in any case the economic assessment of some of the products may vary in real time. In any case this will always be previously communicated to users.

For payments made to Industrial ProQUIM S.A.S. You can request an invoice. It is being sent by email upon checking the registration data and requesting those new data that may be necessary.

For any information about the order, the user will feature the customer service phone of Proquim Industrial S.A.S. which is 602-3816570 or via email using the customer service section: In any case, the request number that was assigned and indicated in the purchase confirmation email should be indicated in the matter or to our customer service.

Limitation of responsibility

It is the responsibility of the user the correct and adequate use of the products that ProQUIM INDUSTRIAL S.A.S. It distributes indicated on the label or technical sheet of the product. Applicable law and jurisdiction of these conditions will be governed or interpreted in accordance with Colombian legislation in what is not expressly established.