We offer a clear and simple refund process, whether you want to return a product due to a change of mind or because you received a damaged item. Below, we explain how the refund process works.
When can I request a refund?
A customer can request a refund in the following situations:
- Return at the time of delivery: If you decide to return your order at the time of delivery.
- Damaged product: If after receiving your order, you find that a product is damaged or in poor condition, you can request a refund for the amount of the defective item.
When is a discount applied to the refund?
- Poor service or failure to comply: If your refund request is due to poor service or non-compliance by the store (such as a defective or incorrect product), no discount will be applied to the refunded amount.
- Return due to change of mind: If the customer decides to return the order due to a change of mind, a 10% discount will be applied to the refunded amount to cover the operational costs of the transaction.
How is the refund processed?
- Payment method: The refund will be processed using the same payment method used when making the purchase.
- Refund timeframe: The refund will be completed within 3 to 15 business days, depending on the payment method and the policies of the bank or platform used.
How to request a refund?
To request a refund, you must contact our Customer Service Team through one of our official contact channels. This is the only authorized channel to process your request.
Importance of providing photographic evidence
We recommend including photographic evidence of the issue or damage to the product when submitting your claim. This will help speed up the verification process and accelerate the approval of your refund request.