We strive to provide you with a satisfying shopping experience. However, we understand that issues may arise, such as receiving defective or damaged products. Below, we explain how the product replacement process works and the conditions under which this service is available.
We do not offer product replacements for preference changes or size selection errors. Therefore, we recommend carefully reviewing product details before completing your purchase. Make sure to verify all information, such as features, sizes, and quantities, to avoid misunderstandings and ensure that you are purchasing exactly what you need.
However, if there is an issue with your order, such as a defective or damaged product, we will be happy to assist you and provide a solution.
Product Replacement in Havana
If you receive a defective product in Havana, we prioritize replacing the product. If replacement is not possible, we will offer you a refund or the equivalent store credit for future purchases.
Timeframe for Replacing Defective Products
The timeframe for replacing defective products depends on the province where the delivery takes place. Generally, the replacement product should not take more than 30 days to arrive at its destination. However, household appliances may take slightly longer, but they will still be delivered within this maximum timeframe.
Requirements for Requesting a Replacement
To initiate the replacement process for a defective product, follow these steps:
- Contact Customer Support:
All replacement requests must be made through our Customer Support Team, which is the official channel for managing these types of requests.
- Provide Photographic Evidence:
It is essential to attach photographic evidence of the defective product you wish to replace. The photos must clearly show the defect or damage so that our team can assess the situation and proceed with the request.