Refund Policy

At Por Soleá, we want our customers to be satisfied with their purchases. We offer a simple service for returning an order. There are two possible cases for return or withdrawal.

Defects

If the product has a defect or has been damaged during transport:

1. Note the incident on the delivery note of the carrier at the time of receipt.
2. Inform us by email on the same day you receive the merchandise. It is essential that you notify us within 24 hours of delivery by email.
3. Send us a photo by email as soon as possible showing the defect in the product.
4. After receiving the photo, we will arrange for our courier to pick up the merchandise, which you must return to us in a box if that is how they were delivered (to avoid possible damage or breakage during the return transport). Por Soleá will bear the return costs of the product.
5. We will resend you the product in question at no cost to you (but remember, don’t forget to inform us on the same day of delivery or we will not be able to take care of it).

Withdrawal

If you are not satisfied with your purchase, you have a period of 14 calendar days from the receipt of the order to request a return. All products must be returned intact, unused, in perfect condition, and with their original packaging. Fresh or perishable products (except defects), cosmetics, personal hygiene items, and underwear or socks are excluded from returns if they do not have their intact original packaging.

The refund of the purchase amount will be made once the condition of the merchandise has been verified, and through the same means of payment used by the buyer. If the products are not returned in perfect condition, we reserve the right not to refund the amount of your order.

Return costs arising from exercising the right of withdrawal will be borne by the buyer. If you want to request another size/size/color, you must make the purchase again through the online store.

The return process in case of withdrawal is as follows:

1. You have 14 calendar days to think about it. Send us an email before the 14 days if you have decided to exercise your right of withdrawal (if for any reason you want to return it).
2. After your email, we will take note of the request and respond with the address where you must send us the product(s). From here, you have a period of 10 days to send it to us. Return costs arising from exercising the right of withdrawal will be borne by the buyer.
3. The refund of the purchase amount will be made once the condition of the merchandise has been verified, and through the same means of payment you used. We will notify you by email regarding this as soon as we receive it. Remember that the product must reach us in perfect condition for us to refund it, so please make sure to sufficiently protect the product and its box (if it has one), using the packaging in which we sent it to you or similar so that it does not suffer during transport with your courier/Post.

If you want to request another size, size, or color, you must make the purchase again through the online store.

And for any other questions, we are always here for whatever you need, contact us.

 

Updated on November 15, 2024