Return Policy

Return and Refund Policy

We would like to inform you that, in order to guarantee the high quality and consistency of our products, we do not accept returns or refund requests for items purchased on our site, except in one specific case: if you receive an incorrect item that does not match your order.

Exception: Incorrect Item

• If you receive an item different from the one ordered, it is essential that you contact us within 12 hours of the delivery date. You must provide clear photographic and/or video evidence of the incorrect item.
• After receiving your notification, our quality control team will review the case within 1-2 business days.
• If the error is confirmed, we will offer you one of the following solutions:
  1. Replacement of the item: We will ship the correct product at no additional cost to you, but only after we have received the incorrect item back and verified that it is in the same condition as when it was sent: unused, undamaged, and in its original packaging.
  2. Store Credit: Alternatively, you may choose to receive a store credit of the same value as the incorrect item, which can be used for a future purchase in our online store, but only after we have received the item back and verified that it is in the same condition as when it was sent: unused, undamaged, and in its original packaging.

Important Notice:

• No Monetary Refunds: No monetary refunds are available for any reason. In case you receive an incorrect item, we offer only the replacement of the product or the issuance of a store credit of the same value. These options will be available only after receiving and verifying the returned item, ensuring it meets our return conditions.

Essential Conditions for Return Requests:

• The incorrect item must be returned in the same condition as it was received: unused, undamaged, and in its original packaging.
• The cost of shipping for the return of the incorrect item will be covered by us only if the error is confirmed to be on our part.
• Once the return request is approved, the customer must ship the item back within a maximum of 3 business days from the date of approval. It is the customer's responsibility to ensure the product is shipped within this period. If the item is not returned within the specified time, the return will be considered void, and the customer will no longer be eligible for either a product replacement or store credit.

Limitations and Exclusions:

• Return requests will not be accepted for items that are found to be damaged or altered by the customer.
• Orders cannot be canceled or modified more than 3 hours after confirmation, as the preparation and shipping process begins immediately.
• We do not accept returns of personalized items, custom-made items, or items purchased during special promotions and/or sales.
• Returns will not be considered for items that were not purchased directly through our website.

Limitations of Liability: Damage During Return Shipping

• While we cover the shipping costs for the return of incorrect items, we do not assume any responsibility for damages, loss, or theft of items during return shipping. It is the customer's responsibility to ensure that the product is securely packaged and returned in intact condition. To protect your return, we strongly recommend insuring the return shipment and using a trackable shipping method. In the event of damage or loss during return shipping, we will not be able to process the item replacement or issue store credit.

Item Availability Management Policy

In the rare event that one or more items from your order are unavailable at the time of preparation, despite payment already being processed, we commit to protecting your purchase through the following policy:

Store Credit for Missing Items:

• If an item is temporarily or permanently unavailable, we will issue a store credit equal to the amount paid for the missing item.
• This store credit can be used to purchase any other product available in our catalog, offering an immediate alternative without the need to request a monetary refund.
• The store credit will be valid indefinitely from the date of issuance.

Support and Assistance:

• In case of unavailability of one or more items, our team will be available to assist you in choosing an alternative product and providing the necessary support.
• Please contact us via our social media for any further clarification or assistance requests.

Important Notice:

• The decision to issue a store credit instead of a monetary refund is final and non-negotiable. This policy allows us to maintain operational efficiency and offer a wide range of products to our customers.