EXCHANGE AND RETURN POLICY

We are committed to offering a guaranteed satisfaction in all purchases of its users, for this reason the product will be exchanged or the amount paid will be returned only in the event that the products are defective. All requests will be received and attended by our Customer Service team through our email.

1. Circumstance to make an exchange or return:

Product Failure (Damaged, defective product, packaging in poor condition or broken, product with signs of use, missing accessories, product with characteristics other than those offered, non-compliance on delivery days).

2. Considerations you should take into account:

• You can return or change the product within a maximum period of 7 (seven) calendar days from the date you received your order, after this time you can make use of the product warranty given by the manufacturer (See Warranty Policy).
• The product must be returned in the same conditions (packaging, labels, stamps), as it was received.
• At the time of making the change, the respective ticket or invoice must be presented.
• Refunds are not accepted for changes in the following product categories: Underwear, Swimwear, Consumables and for any product in general whose sale price is less than or equal to 20 soles.

3. Channels to make the change or return:

For the exchange or return due to product failure, you can request the product pick-up service by means of prior communication with our Customer Service team at the email address, which will provide you with a service code or order number. .

4. Considerations for requesting refunds:

For the exchange or return due to product failure, you can request a full refund of the money, including payment for the shipping cost.

5. Steps for exchange or return requests:

• Step 1: Contact at email address and our customer service team will start to attend to it.
• Step 2: If you decide to return or change the product, you must contact our email to deliver it through our home pick-up after generating the service ticket. The visit will be made up to two times in the same place where the product was delivered, if it is not possible to collect it due to the absence of the user, the service will be cancelled, remember that you must return the product in the same conditions in which you received it.
• Step 3: After the product is delivered, it will go through an analysis process of two (2) business days from receipt. In the event of an exceptional delay, we will contact you to inform you.
• Step 4: We will inform about the rejection or approval of the change or return, if it is accepted, we will proceed with the attention of the exchange of the product for another (subject to availability of stock of the site) or the return of the money (see Refund Policy) according to your choice, in case it is rejected we will resend the product.
• Step 5: The shipping processes are governed by the Shipping Policy and are given after the approval of the change.

WARRANTY POLICY

In order to offer a better service, we undertakes to receive all your requests for operating problems in the purchased products and we will provide you with the supplier’s data so that it can support your guarantee request.

You can make use of the guarantee after 15 business days have elapsed since the delivery of the product. The warranty time after this period is established by the supplier or the brand through the product description.

1. Considerations for warranty requests:

• The product warranty must be valid.
• The product must have a ticket or invoice and guarantee documents. If the product does not have a document that certifies the warranty period, the product will have the indicated warranty from the date of the ticket or invoice and according to the policy.
• The product damage must be due to a manufacturing defect, technical failure or irregularity.
• No warranty will apply if the product shows signs of misuse by the customer or when it is detected that it was handled by other unauthorized personnel.

2. Manufacturer’s warranty procedure:

Before the application of the guarantee, the representatives of the brand (authorized technical personnel) will determine, after evaluating the product, if the guarantee service is appropriate and will deliver to the client a technical report as a sign of conformity. The technical assistance will be carried out within the term established by the provider, which will be subject to the complexity of the failure that the problem presents. In case the failure or factory defect is verified, the Manufacturer must repair the product, replace the product (subject to the availability of the current stock) or reimburse the cost of the product (does not include freight), if the guarantee does not apply, the product it will be sent back to the client, attaching the technical report.

Additionally, the conditions to accept a guarantee process depend on the category to which the product corresponds.

REFUND POLICY

we undertakes to execute and attend to the refund requests that you request through our email address.

1. Considerations:

• For the refund to the credit or debit card, the processing time is the responsibility of the financial entity that issued the card and is counted from the execution of the refund.

Bank deposits will be made only to the account of the owner of the purchase, we require the name and surname, identity document, purchase order number, email registered and bank account information to make the deposit.

• In some rural and municipal savings banks, the deposit transaction will be carried out under the disposition of the same financial entity.
• We are not responsible for the delays or difficulties presented by the financial entity for the fulfillment of the reimbursement.

2. Money back times:

The refund of the money for any cancellation of the purchase order, before the product has been delivered, will be made on the same day of the cancellation as long as the chosen means of payment is payment by credit or debit card. For refunds of money after the product has been delivered, they will only be made after the return request has been approved. For a purchase with a credit or debit card, the execution time is up to 5 business days and the processing time will depend on the financial institution that issued the card.