Política de reembolso
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Return and refund policy
We accept returns and refunds for items in original condition within 14 days after the order is received. Custom-made or personalized items are non-refundable unless there is a defect in the product.
Please note that in case of delivery delays due to the courier service issues, refunds are not issued. We will do everything possible to ensure you receive your order. If the delivery takes more than 25 business days, we will immediately resend your order from our main warehouse at our expense. Additionally, as compensation, we will add to the order one free item from our store of your choice, or a permanent personal 15% discount promo code (discount card).
For any issues, please contact our support team.
To initiate a return, you can contact us at infoamaterasuculture@gmail.com.
If your return is approved, we’ll send you a return shipping label, as well as the instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at infoamaterasuculture@gmail.com.
Damages and issues
Please chechk your order upon receipt and contact us immediately if the item is defective, damaged or if you received the wrong item, so that we can evaluate the issue and resolve it.
Exceptions / non-returnable items
Certain types of items cannot be returned. For example custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If the refund is approved, you’ll be automatically refunded to your original payment method within 10-30 business days. Please remember that it can take some time for your bank or credit card company to process the refund.
If more than 30 business days have passed since we approved your return, please contact us at infoamaterasuculture@gmail.com.
Refunds (if applicable)
Once your return is received and inspected, we will email you to notify that we have received your returned item. We will also notify you of the approval or rejection of your refund. If the refund is approved, then it will be processed, and a credit will automatically be applied to your credit card or original payment method, within 10-30 business days.
RETURN PROCESS
1.Email to customer service: infoamaterasuculture@gmail.com
2. Include: *order number, the question you want to solve together with a picture of the product if necessary. *a photo of the barcode on the plastic bag.
3. Get authorization from Customer Service.
4. Get coupon or refund. *Tracking number is required to complete the return. It will facilitate for us to track your return status and process your return.
5. Take your refund/exchange when the package is received.
PLEASE PAY ATTENTION:
1. We do not accept returned items that were sent back directly without notifying us first via email (infoamaterasuculture@gmail.com).
2. Any addresses on the parcel are not the return address, please contact customer service team to provide you a correct return address.
3. Order Returned without an authorized return address from customer service staff will not be refunded.
CONTACT INFO:
Customer Support: Monday-Friday 9AM-5PM (CST).
Email: infoamaterasuculture@gmail.com