How do I return a product?

If you are not satisfied with your purchase and wish to return an item, please contact us within 14 days of receiving your order for a full refund.

You have an additional guarantee of up to 100 days to make an exchange for any other product, or receive a gift card for the amount corresponding to the value of your purchase.

To do this, provide your order number and the reason for your return. Our customer service team will review the return request and send further instructions if the return is approved.

Only items purchased directly from will be accepted. For products purchased from authorized retailers, please contact them directly for returns.

Returned items must be in their original packaging, including accessories, manuals, and documentation.

Returned items must be unused, in the same condition that we sent them to you, and in their original packaging. Stains, folded cards, broken stamps or torn plastic sheets will not be accepted. If the condition of the product sent back is not in acceptable condition, we reserve the right not to refund or exchange the product. Products that have been customized cannot be refunded or exchanged.

Non-returnable items include items purchased through retailers, incorrect items purchased, and items damaged through mishandling by customers.

Returns made without a receipt may be rejected. reserves the right to deny any returns.


What do I do if the products I have received are defective, incorrect, or damaged?

We try to minimize the number of shipping errors, but it can always happen. If you receive an incorrect, defective or damaged product, contact our Customer Service team before the end of the period of 14 days from when you received your order, in order to start the return process.

Please include the following information:

Number of order
Video or photo of the defective product (if applicable)
Full delivery address
Contact phone number

In some cases, you may need to include a video or photo of the defective product as evidence to refund or replace the product.


Are the shipping costs covered in case of return?

All fees associated with shipping and returns are the responsibility of the customer.


What happens if I have not been able to receive a product and the collection period at the post office has expired?

Two delivery attempts will be made and if there is no one to collect the package and the size of the mailbox does not allow the package to be deposited inside, a collection notification will be left at the post office. 

There is a deadline 5-15 calendar days (depending on each country) to pick up the package at the post office.

In case of not picking up the package in the period indicated above, the package will be returned to the sender.

The customer may claim the return of his purchase, discounting the shipping costs associated with shipping.


How long does the return process take?

Processing returns can take up to 14 business days from the day we receive your return. We will send you an email to confirm once your return has been processed.

For returned items, a full refund will be made for defective products. For non-defective items, the refund excludes all shipping and handling charges.


When will I receive my refund?

All refunds will be made in your original form of payment. If you paid by credit card, refunds will be sent to the card issuing bank within 14 business days of receipt of the returned item or cancellation request. Contact the card issuing bank if you have questions about when the credit will be posted to your account.

If after the deadline you have not received the credit for your return, contact the bank associated with your credit card. Sometimes it may take longer before the refund is posted to your account.


How do I change or cancel my order?

Please contact us as soon as possible if you need to modify or cancel your order. Make sure to provide us with your order number and the modification you want to make and we will confirm you once the modification has been made. Please note that orders that have already been packed, processed, or shipped cannot be canceled or modified.


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Return Policy as of March 25, 2019