What do I do if I received an incorrect item?
Although we follow a meticulous packaging process, errors can occur. Please accept our apologies if you have received a wrong item.
We recommend that you do not deny delivery of the shipment, accept the item and get in touch with us immediately. Rejecting the shipment may incur a delay in the return of the product.
You can contact us by sending an email to email@example.com or by phone. A member of our team will process your information and offer you the best option to solve your problem in the shortest possible time.
What do I do if I have received a damaged order?
Please accept our apologies if you have encountered a problem with your item. We accept all kinds of complaints about the quality of our products very seriously. A member of our team will review the details and offer you the best possible solution.
For this purpose please contact us by email or telephone providing us with details of the damage and attached pictures, if available, in the message.
What do I have to do to return a product?
Please contact us to proceed with the return of the desired item.
To proceed with the return, you must inform us of the order number, the product you wish to return and the reason for the return. Our team will provide you with instructions on how to return and the address to which the product should be sent.
The product must be securely packed and include a copy of the return form inside.
When returning a product, remember to ask the courier company for the receipt. This will serve as proof of delivery until you receive the change of the product or the money is returned. Without this receipt we will not be able to process your refund or replacement in case the item is lost during the transport.
If the product is requested to be changed and it is not available, the cost will be refunded by the same method as the purchase, or by entering the amount into the account number of the user who made the purchase.
Any item you have accepted and then returned is your responsibility until it reaches our warehouse. So it is advisable to send the article for its return by means of a shipping service that ensures the value of the goods.
Return Shipping Costs
We will refund the shipping costs of the item if the return has been requested due to an error on our part.
- Wrong article.
- Damaged or defective item.
- If after returning an item, you receive another one in substitution and you do not want it.
We do not reimburse for the shipping of unwanted or unnecessary items. The customer will be responsible for covering the shipping costs and will be sure to use a shipping service that ensures the value of the items.
We do not reimburse the return shipping costs for deterioration or defect if the deterioration or defect was not detected during the testing process. The costs of forwarding the article will depend on the article and will be communicated to you after the end of the testing process.
Claims and complaints
If you are not satisfied with the way the product has been returned or exchanged, please contact us. Our goal is to resolve any inconvenience you may have experienced, so do not hesitate to contact us by writing an email to firstname.lastname@example.org or by calling us.
Right of Cancellation
You have the right to cancel this contract within 14 days without specifying the reason.
The cancellation period will expire 14 days after the acquisition of the goods by you, or a third party authorized by you.
To exercise your right to cancel, you must inform us in writing or by telephone of your decision to cancel our agreement by a statement of your decision to cancel the contract in a clear manner.
Make sure that the items you return are not open and are in their original packaging. Those items you do not want should be in perfect condition and keep the seal intact packing.
Effects of Cancellation
If you decide to cancel this contract, we will refund any payment received by you, including shipping costs (except for the extra costs incurred if you choose a different shipping option and more expensive than the one we offer).
We reserve the right to reduce the amount of the refund due to loss of value of the product due to the unnecessary handling of the same on your part.
The amount shall be repaid without undue delay and before:
- 14 days after receiving the return of the product.
- 14 days to approve the return of the product.
- 14 days after you notify your decision to cancel the contract if you did not receive the product.
Payment will be refunded using the same payment method you used to complete the transaction, unless otherwise stated. Under no circumstances will any commission be charged as a result of the refund. You will be responsible for the direct costs of returning the product.