Refund Policy

General Conditions

All cases involving exchanges, returns, or refunds must be reported within 30 calendar days from the delivery date and communicated to us via email.
The Store is exempt from the obligation to handle exchange or return requests for any product returned without prior communication, outside the established timeframe, or missing accompanying items/accessories.

Refund of Paid Amounts

The Store will refund the amount paid using the same payment method chosen during the purchase process.

The refund timeframe depends on the card issuer. If the refund involves only part of the order, it will be processed via bank transfer to the account of the order holder (as per the rules below).

The account holder’s identification document must match that of the order (customer ID). If the buyer does not have a bank account that meets these requirements, the transfer will be made to the account of their parent or legal guardian.

Refunds will only be processed after the product(s) have been received and analyzed at the Distribution Center.

If the product is still in transit, the refund will be processed only after the item has arrived and been inspected at the Distribution Center.

The Store is committed to your satisfaction. If you chose your product in our online store and it was not as expected or arrived defective, we guarantee your right to an exchange, return, or refund in the following situations:

1 - Defective Product

Within 30 calendar days from receipt of the product.

Contact our Customer Service Center, which will provide all instructions on how to proceed with the return.

Once our team receives the package, we will inspect it to confirm eligibility for exchange or return. After confirmation, we will proceed with one of the following options:

Exchange: for any other product available in stock.
Refund: a full refund of the amount paid for the product.

The Store is not obligated to process any exchange or return without prior communication, outside the established timeframe, or missing items/accessories.

Under the Consumer Protection Code, the resolution period for exchanges is up to 30 calendar days from receipt of the product to verify compliance with the return policy. If approved, a replacement product will be sent.

2 - Received a product that is malfunctioning and want an exchange

If the product meets the conditions above, email us with the following details:

Full name
Order number
Email, phone number, and ID
Reason for the request

You can also contact customer service through the channels listed at the bottom of our website.

Please ensure that the item complies with the conditions outlined in section “01.” If so, you are entitled to an exchange.

3 - Do I need to pay for an exchange?

It depends. Each case is evaluated individually.
If the product is defective, the return shipping cost will be covered by the Store.
If the exchange is due to dissatisfaction (e.g., color, size, or personal preference), the customer is responsible for the shipping cost.

4 - I requested an exchange. How long until I receive my new product?

Once we receive your return, we’ll begin a new delivery process.
The same delivery timeframes as a new order apply — typically 20 to 45 days.
You will receive a new tracking number once your package ships.

5 - I received the product, but the exchange period has expired. Can I still exchange it?

Unfortunately, no.
After the established exchange period (14 days from receipt), your purchase will no longer be eligible for exchange in our system.
We recommend checking your order upon delivery to facilitate a possible exchange if needed.

6 - I didn’t like my purchase but found another product I prefer. Can I exchange it?

Yes, you can. If your order meets the criteria in “01,” email our Customer Service Center to request an exchange.
Include the link to the desired product, specifying color and size.

If the new product is more expensive, we will invoice the difference.
If it is cheaper, we will refund the difference accordingly.

Important: For this type of exchange, the customer is responsible for shipping costs to our Distribution Center.
The Store will only cover return shipping if the product is defective or malfunctioning.

7 - I want to request an exchange but changed my address. Can I receive it at my new address?

Yes, but please notify us about the address change when you request the exchange.
We will update your information accordingly before reshipping.

8 - I want to cancel my order, but the product has already been shipped.

Yes, you can.
When the product arrives, simply refuse the delivery.
Once the item is returned to our warehouse, we will issue the refund.

Still have questions?

We’re here to help — feel free to contact us!
24/7 Customer Service — we usually respond within a few hours.