Refund policy

Returns and Refunds Policy

We offer a 15-day return policy from the date the customer receives their order. This means you have 15 calendar days from delivery to request a return.

To be eligible for a return, the item must be in the same condition that you received it, unused, with its original packaging, tags, and all included accessories when applicable. You must also provide proof of purchase or your order number.

To initiate a return request, the customer must contact our support team via email at shopteam1@outlook.com, indicating the order number and the reason for the return.

Once the request has been reviewed and approved, we will provide detailed instructions to complete the return process, including the return address. Returns must be sent only to the return address provided by our support team during the authorization process. Returns sent without prior authorization will not be accepted.

In most cases, return shipping costs are the responsibility of the customer, except when the product received is defective, damaged, or incorrect.

Once the returned item is received, our team will inspect it to verify that it meets the return conditions. If the item does not meet these conditions, the return may be rejected.

If the customer receives a defective, damaged, or incorrect item, they must contact us as soon as possible after receiving the order. We recommend inspecting the package immediately upon delivery. If the case is validated, we may offer an appropriate solution, which may include a replacement, a full or partial refund, or another reasonable solution depending on the situation.

Certain types of items are not eligible for returns. These include, but are not limited to, customized or made-to-order products, perishable goods, personal care or hygiene products once opened, gift cards, items purchased on final sale or clearance, and any product that cannot be returned safely or hygienically.

Our store does not offer direct exchanges. If you wish to obtain a different item, you must first request a return according to this policy and then place a new order.

Once we receive and inspect the returned item, we will notify the customer whether the refund has been approved or rejected. If approved, the refund will be processed automatically using the original payment method. Depending on the bank or payment provider, it may take up to 10 business days or more for the refund to be reflected.

We reserve the right to reject returns that show signs of misuse, improper handling, intentional damage, fraud, abuse of the return policy, or returns that do not meet the established requirements.

For international shipments, delivery times may vary depending on the destination country, customs processes, and the logistics provider.

If a package is marked as delivered by the carrier to the address provided by the customer, the delivery responsibility is considered fulfilled. In cases where packages are reported as lost or stolen after being marked as delivered, we recommend contacting the shipping carrier directly and local authorities if necessary. We cannot guarantee refunds or replacements in situations where the carrier confirms delivery.

It is the customer's responsibility to ensure that the shipping address provided at checkout is accurate and complete. We are not responsible for orders that cannot be delivered due to incorrect, incomplete, or inaccurate address information provided by the customer. If a package is returned to the sender due to address issues, we may offer reshipment once the customer covers the corresponding shipping costs.

Shipping times displayed on our store are estimates based on information provided by carriers and may vary due to external factors beyond our control, such as customs delays, weather conditions, high logistics demand, carrier delays, or exceptional circumstances in the destination country. In such cases, delays in transit will not be considered valid grounds for cancellation, refund, or compensation while the order remains in transit within a reasonable timeframe.

This policy applies to purchases made through our online store worldwide. However, if the consumer protection laws of the customer’s country grant additional mandatory rights, those rights will prevail over the conditions stated here to the extent required by applicable law.

For any questions related to returns, refunds, or order assistance, you may contact our support team at any time via email at shopteam1@outlook.com