Refund policy

Return and Refund Policy

Thank you for choosing our store.

To help you clearly understand how we handle order cancellations, returns, refunds, and after-sales matters, we have prepared this Return and Refund Policy. We aim to provide a clear and transparent process to make your after-sales experience as convenient as possible.

This policy applies to orders placed through this website. Nothing in this policy is intended to restrict or exclude any mandatory rights that consumers may have under applicable law.

1. Statutory Right of Withdrawal

For consumers in the European Union, applicable consumer protection laws generally provide a 14-calendar-day statutory right of withdrawal after receiving the goods, without having to provide a specific reason, subject to legally applicable exceptions.

For orders involving the delivery of goods, the withdrawal period generally begins on the date the consumer, or a third party designated by the consumer other than the carrier, physically receives the goods.

If you wish to exercise your statutory right of withdrawal, please contact us within the applicable period at:

Customer Support
📧 hortensiomaya555@gmail.com

To help us identify your order, please include your order number, product name, and your intention to return or withdraw from the purchase.

2. Return of Goods

When exercising the statutory right of withdrawal, consumers may inspect and examine the goods to the extent reasonably necessary to determine their nature, characteristics, and functionality.

To help ensure a smooth return process, we recommend that you:

  • Use the original packaging whenever reasonably possible;

  • Return all accessories, manuals, and other items included with the product;

  • Package the goods appropriately to prevent unnecessary damage during transportation;

  • Keep the return tracking number and proof of shipment.

If the value of the goods has decreased because they have been handled beyond what is reasonably necessary to inspect their nature, characteristics, and functionality, the consumer may be responsible for the corresponding reduction in value to the extent permitted by applicable law.

For return requests that do not fall under the statutory right of withdrawal, other return conditions may apply depending on the circumstances and applicable law.

3. Return Shipping Costs

When a consumer exercises the statutory right of withdrawal, the direct cost of returning the goods is generally borne by the consumer, unless applicable law provides otherwise or the parties have agreed otherwise.

Return shipping costs may be borne by us in circumstances including:

  • We have expressly agreed to cover the return shipping costs;

  • Applicable law requires us to bear the relevant costs;

  • We failed to provide information about return costs where such information was legally required;

  • The return is necessary because we sent the wrong product, the product has a quality issue, or another reason for which we are legally responsible.

If you believe that the product has a quality issue, was damaged during transportation, or does not match your order, please contact us before returning the product so that we can provide appropriate instructions.

4. Damaged, Defective, or Incorrect Products

If the product you receive is damaged during transportation, has a quality issue, is incorrect, or significantly differs from what was agreed in your order, please contact us as soon as reasonably possible at:

📧 hortensiomaya555@gmail.com

To help us assess the issue, please provide the following information whenever possible:

  • Order number;

  • Recipient's name;

  • Product name;

  • Description of the issue;

  • Photos or videos of the product, where applicable;

  • Contact information.

After receiving the relevant information, we will review the matter based on the order details and applicable law. Depending on the circumstances, we may provide a repair, replacement, refund, price reduction, or another appropriate solution.

Any statutory warranty rights and other mandatory consumer rights available under applicable law remain unaffected by this policy.

5. Refunds

Once a return, refund, or withdrawal request meets the applicable requirements, we will process it in accordance with applicable law and the circumstances of the order.

For orders where the statutory right of withdrawal is validly exercised, refunds will generally include the amount paid for the goods and, where legally required, the applicable standard delivery costs.

Where permitted by law, we may withhold the refund until we have received the returned goods or until the consumer has provided evidence that the goods have been sent back, whichever occurs earlier.

Refunds will generally be made using the original payment method used for the purchase. Unless otherwise agreed or required by applicable law, we will not change the refund method without a valid reason.

Once a refund has been processed by us, the actual time for the funds to reach your account may vary depending on the bank, payment provider, or payment channel.

6. Return and After-Sales Procedure

Step 1: Submit a Request

Please contact us by email:

📧 hortensiomaya555@gmail.com

Please include:

  • Order number;

  • Product name;

  • Type of request, such as return, refund, withdrawal, exchange, or product issue;

  • A brief description of the matter.

Step 2: Order Review

After receiving your request, we will review the order information and the circumstances of your case.

If the product needs to be returned, we will provide the applicable return address and instructions by email.

Please do not send the product to any address other than the return address provided by us.

Step 3: Return the Product

If a return is required, please package the product appropriately and follow the return instructions provided by us.

We recommend using a shipping service that provides tracking information and keeping the tracking number and proof of shipment until the return process has been completed.

Step 4: Refund or Other After-Sales Resolution

After receiving the returned product or appropriate proof of return, we will process the matter according to the circumstances and applicable law.

Depending on the situation, the resolution may include a refund, replacement, repair, price reduction, or another appropriate solution.

We will notify you of the result using the contact information you provided.

7. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible at:

📧 hortensiomaya555@gmail.com

If the order has not yet entered the shipping process, we will make reasonable efforts to assist with the cancellation based on the current order status.

If the order has already been shipped or entered the delivery process, it may no longer be possible to cancel it directly. In such circumstances, if you have a statutory right of withdrawal, you may request a return or refund after receiving the goods in accordance with applicable law.

Because orders may enter processing or shipping shortly after being placed, we recommend contacting us as soon as possible if you need to cancel an order.

8. Cash on Delivery (COD)

If Cash on Delivery (COD) is available for your order, the availability of this payment method will be determined by the information displayed on the checkout page.

For orders placed using Cash on Delivery, consumers generally need to pay the applicable order amount to the delivery person when the goods are delivered.

To help avoid delivery problems or delays, please make sure that the following information is accurate when placing your order:

  • Delivery address;

  • Recipient's name;

  • Contact telephone number.

If a Cash on Delivery order qualifies for a refund, we will confirm an appropriate refund method with the consumer based on the circumstances of the order and process the refund in accordance with applicable law.

9. Special Products and Legal Exceptions

The statutory right of withdrawal does not apply to every product or transaction.

Depending on applicable law, certain products or transactions may be excluded from the right of withdrawal, including:

  • Products made or customized according to the consumer's specifications;

  • Certain sealed products that are not suitable for return for hygiene or health protection reasons once opened;

  • Other products or services for which the statutory right of withdrawal is legally excluded.

Where a product is legally excluded from the statutory right of withdrawal, we will provide the relevant information to consumers to the extent required by law.

Nothing in this policy is intended to exclude, restrict, or reduce any mandatory rights granted to consumers under applicable law.

10. Important Return Information

To help us process your request efficiently, please keep the following points in mind:

  • Contact us before returning a product whenever possible;

  • Provide accurate order information;

  • Keep your return tracking number and proof of shipment;

  • Package returned products appropriately;

  • Keep the product and its accessories as complete as reasonably possible;

  • If the product is damaged or defective, provide clear photos or videos whenever possible;

  • Do not unnecessarily modify, disassemble, or alter the product;

  • Mandatory consumer rights under applicable law remain unaffected.

11. Contact Us

If you have any questions regarding orders, returns, refunds, exchanges, order cancellations, product quality, or other after-sales matters, please contact our customer support team:

Customer Support

📧 hortensiomaya555@gmail.com

To help us identify and process your request more quickly, please include your order number and a detailed description of the issue whenever possible.

We will review your email and respond as soon as reasonably possible.

Thank you for your understanding and support.