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Return Policy

RETURN POLICY

 

Returns or Exchanges

If you received your order and you are not satisfied with the item, you can request an exchange or return within 15 business days of receiving your order.

You should know that only in the following cases we make changes or returns:

  • The item is damaged or defective.
  • The item is not the model / color / size that you ordered according to the order placed in your purchase confirmation.
  • The item must be unused and in the same condition that you received it.
  • The item must also be in the original packaging.
  • Any item that is not in its original condition, is damaged or is missing parts for reasons not due to our error will not be valid for return.

 

Procedure to request an exchange or a refund

  • First of all, send an email to info@casacaracolstore.com indicating the product, order number, amount and indicating the reason why you want to make an exchange or return. Attach a photograph of the product that shows the defect or error.
  • You will receive an email with instructions to follow. 
  • Any request for an exchange or refund must be requested within 15 working days of the date it was delivered to you.

 

Refund or Exchange

Once the item is received we will send you an email to notify you that we have received the returned item. We will also notify you of the approval or rejection of your return request. Once approved, you can choose to receive a coupon or a credit:

COUPON: A coupon with the value of your purchase for you to use in our online store to buy another product of your choice. This coupon will be sent by email to the address you have indicated in your purchase.

CREDIT: We will make a credit (refund) on your credit card or original payment method for the value of the amount you have paid for your purchase, within a certain number of days that depend on your bank and the payment processing company, normally it is between 3 to 5 days. We will send you an email when we have processed this refund.  

 

Late refunds (where applicable)

If after 15 business days from when we confirm that we have processed the refund, you still have not received the payment in your account or means of payment, please check your bank account again, if the payment is not there, contact the company of your credit card and your bank as they often require a processing time to apply refunds, which is not up to us. If you've done all this and still haven't received your refund, contact us at info@casacaracolstore.com We will gladly help you by making a claim on our part.