Refund policy
1. Deadline for requesting a refund
You have **20 natural days from the date of purchase** to request a return.
After the deadline, **no returns or refunds will be accepted**, with no exceptions, except as specified in the "Damaged or Defective Product in Shipment" section.
## 2. Product Condition
For a return to be accepted, the product must:
- Must be unused and in the same condition as when it was delivered.
- Keep the original labels and packaging.
- Please bring a copy of your receipt or proof of purchase.
Damaged, stained, or used products are not eligible for returns or refunds. In such cases, the request will be automatically rejected.
## 3. Return Shipping Costs
The cost of returning the item is the customer's responsibility. The store does not cover or reimburse for shipping costs when returning an item.
4. Damaged or defective product at the time of delivery
If your product arrives damaged, defective, or incomplete directly from the shipment (i.e., the issue was not caused by the customer), we can offer you a solution. To do this, you must:
1. We will contact you within 48 hours of receiving your order.
2. You will send clear photos of the received product and packaging.
3. Please wait for our evaluation before returning the item.
Once the case has been assessed, we will propose a solution (replacement, refund, or voucher, as appropriate).
5. Standard return refund amount
For returns accepted under points 1 and 2 (product in good condition, within 20 days), the refund will be a **15% to 30%** of the product's value. This percentage varies depending on the item, its condition, and associated operational costs.
Additionally, a **15% to 30% discount coupon** (depending on the product) will be provided for use in a future purchase at the store.
These percentages are communicated to the customer at the time of approving the return, before the customer decides whether to proceed with the process.
6. Non-returnable items
The following items are not eligible for returns:
- Perishable goods (food, flowers, plants).
- Customized or bespoke products.
- Personal care or hygiene items (e.g., beauty products) once opened.
- Hazardous materials, flammable liquids, or gases.
- Items on sale or promotion.
- Gift cards
## 7. How to Initiate a Return
To begin the process, please contact , indicating:
- Order number
- Reason for return
- Product photos (required if the reason is damage or manufacturing defect/shipping damage).
Returns without prior authorization will not be accepted.
8. Refund processing time
Once we have received and inspected the returned product, we will confirm whether the return has been approved. If approved, the refund (according to the percentage indicated in point 5) will be processed within up to 10 business days, using the original payment method, along with the corresponding voucher.
Please provide the text you would like me to translate.
*Legal Note: If you ship to customers within the European Union, EU law grants a 14-day return right that cannot be reduced by internal policies. If you have customers in the EU, I recommend reviewing this section with a legal advisor before publishing the policy, to avoid penalties.*