Cancelation, returns and refunds
In case the order does not include customized or personalized products, you will be able to cancel it as long as its situation has not changed to "Sent". If the order includes customized or personalized products, you will be able to cancel it as long as its situation has not changed to "In process".
In case of a cancellation, you will be refunded in the total amount of your order by the same method used in the first place. To cancel an order please send an e-mail to firstname.lastname@example.org
In case a cancellation is not possible once the order situation has changed to "In process" or "Sent", the only possibility will be the return.
If the return is due to a mistake or error of ours or a product defect, we will be responsible for returning the package and send a new product or refund the total amount of the order (as the client may prefer). In that case please send an e-mail to email@example.com and we will tell you how to proceed.
If you are not happy with your purchase due to any other reason (change of mind or a mistake of yours) you have 14 days to return the products (counting from the delivery date). In that case, shipping costs will not be refunded and return costs will be on the client. In that case please send an e-mail to firstname.lastname@example.org and we will tell you how to proceed.
Return and refund policy:
Return must take place in the next 14 days since the delivery date and fulfilling the following conditions:
- The product(s) must be in perfect condition and on its original package.
- Shipping costs do not count as order amount and won't be refunded.
- Returning shipping costs and possible new shipping will be paid by the client.
- Once we receive the package and certify it is on perfect conditions, we will proceed to the refund.
- The order amount (without shipping) will be refunded by the same payment method used by the client in the first place.
- The amount of the refund will be the same paid by the client (keeping the same sales or discount conditions from the order).
- Customized and personalized cannot be returned and will not be refunded.
- The notification of returning (by e-mail) and the return shipping (by courier) must take place in the next 14 days (since delivery).
In case any of these conditions are not fulfilled, the return will not be accepted and refund will not take place.
More information on cancellation and returns on our Terms and Conditions page.