Return and Exchange Policy in Our Online Store

In our online store, we are committed to offering the highest quality products and excellent service to our customers. However, we understand that sometimes situations may arise that require a return or exchange. Therefore, we have designed a clear and fair policy to handle these situations efficiently and transparently.

Returns: When are they accepted?

Purchases made in our online store only accept refunds if the product is damaged. This means that if you receive an item with any defect or damage, you can request a refund of the amount paid.

Requirements to request a return.

To process a return for damage, it is essential that the customer:

• Provide clear photographs of the damage to the product received. These images will help us verify the problem and speed up the return process.
• Send the photographs to our customer service team within a maximum of 3 calendar days after receiving the product.
• Keep the product in its original packaging and in adequate conditions for review and possible return.
  
  

Verification and refund process

Once the photos are received and the existence of the damage is confirmed, our team will proceed to:

• Verify the reported damage.
• Authorize the refund of the money or, if the client prefers, propose a credit in favor.
• The refund will be made through the same payment method used in the purchase, and the estimated time for the deposit may vary depending on the financial institution.

Credit in favor: a flexible option

As an alternative to cash back, we offer the option of granting a credit in favor that can be used both in our online store and in our physical store.

Advantages of the credit in favor:

• You can apply the credit for future purchases without time limit.
• It is valid for any product available on both platforms.
• It makes it easier to purchase items without waiting for a refund.
• Product changes: conditions and responsibilities.
  
  

We understand that sometimes a product simply does not meet your expectations or you need another model or size. Therefore, we offer the option of change under the following conditions:

• The customer must cover the shipping costs corresponding to the shipment of the return product and the shipment of the new item.
• The product to be changed must be in perfect condition, unused and with its original packaging intact.
• The exchange request must be made within a maximum period of 3 calendar days from the date of receipt of the product.

The change is subject to the availability of the requested product.

Steps to make a change:

• Contact our customer service team to report your intention to change.
• Pack the product in its original packaging, ensuring its protection during shipping.
• Send the product to the address we will provide.
• Once we have received and verified the product, we will proceed to send the new item.

Frequently asked questions about returns and exchanges

Can I return a product even if it is not damaged? No, returns are only accepted if the product has verifiable damage through photographs.

What do I do if I received an incorrect product? Contact our customer service team immediately to evaluate your case, as an exception may apply.

How long does the return or exchange process take? Generally, the verification process takes between 3 and 5 business days, and the refund or shipment of the new product is done within a similar time.

Importance of complying with policy

This policy is designed to protect both our customers and our store, ensuring that the processes are fair and transparent. We recommend that you carefully review your order when you receive it and contact us immediately in case of any inconvenience.

In summary, our return and exchange policy seeks to offer you confidence and security in every purchase. Remember that:

• Cash returns are only for damaged products, with photo proof.
• You can opt for a credit in favor valid in an online and physical store.
• Changes are possible covering shipping costs and within the established times.

For any additional questions, our customer service team is available to assist you and guarantee you the best shopping experience.