Exchanges and Returns
Our product exchange policy aims to provide customers with complete security regarding the products purchased in our store.
All our products come with a warranty against manufacturing defects.
We also process exchanges for products that differ from what the customer originally ordered.
If you receive a product with a manufacturing defect or one that is different from what you ordered, please follow these steps to request an exchange:
If more than 7 business days have passed and the product presents a defect or issue, contact us with your SSN (Social Security Number), order number, the product to be returned, and a description of the defect.
Once we receive your email, we will forward your request to our quality control department for verification. Authorization from this department is required before a possible exchange can be processed. After the analysis, we will get back to you with a response regarding the exchange.
The deadline for requesting an exchange due to this reason is 90 days after receiving the product.
Please note: Exchanges or refunds will not be processed after this period.
Your complaint will be reviewed within a maximum of 7 business days. If the issue is confirmed, we will contact you via email, and you can choose one of the following options:
Receive a full refund of the amount paid.
Receive a new product identical to the one ordered.
Receive a product of similar value.
Receive a coupon for the product value to use on future purchases.
According to the Consumer Protection Code (CDC), requests for order cancellations for online purchases must be made within 7 business/calendar days from the date of receipt.
For credit card refunds, our financial department has a maximum of 7 business days to process the request with the credit card operator. The time it takes for the refund to appear on your statement can be up to 120 days, depending on the card operator and your billing cycle.
If a refund is necessary, it will be made via bank transfer within a maximum of 10 business days after quality control verification. The refund will only be processed to an account under the same SSN (Social Security Number) used to place the order on our website.
Products returned without prior communication, outside the allowed period, missing required items, or without tags or an invoice will be sent back to the customer.
The same applies to exchanges denied after quality control analysis. These products will be returned to the customer via COD (Cash on Delivery), and the shipping cost must be covered by the customer.
Attention: (STORE NAME) is not responsible for shipping costs related to returns followed by refunds, chargebacks, or exchanges for other products. These costs are the customer’s responsibility.