Refund policy
Estudio Pomelo's objects are handcrafted, using natural materials, meaning that slight variations in shape, color and texture are not considered defects.
We offer an exchange or refund guarantee for manufacturing defects, valid for 1 year from the date of purchase.
Instructions for the proper care and maintenance of each product are included inside the package. Damages caused by mishandling or improper use of the product are excluded from the warranty.
To make a claim, you must send an email explaining the reason, with detailed photographs of the product and the damage so that your case can be evaluated.
Exchanges, returns and refunds
Our return and exchange policy has a duration of 15 days.
To be eligible for exchange or return, the item must be unused, clean, in the same condition in which you received it and in its original packaging.
To complete your return, we require a receipt or proof of purchase.
We offer a partial refund in the following situations:
On items that are not in their original condition, are damaged or missing parts for reasons beyond our control.
On any item that is returned more than 15 days after delivery.
Once the merchandise is received and inspected, we will send an email to notify you that we have received your return, and we will notify you of the approval or rejection of your refund.
If your refund is approved, it will be processed and promptly applied to your original method of payment. The number of days for the refund to be reflected may vary depending on the method of payment.
Late or Missing Refunds
If your refund has not been reflected, check your bank account and contact your credit card company, it may take some time before your refund is officially reflected.
Next step, contact your bank. It often takes some time before your refund is reflected. If you have followed all of these steps and still have not received your refund, please contact us at info@estudiopomelo.com.
Sale items
Only regular priced items will be refunded, unfortunately sale items cannot be refunded.
Exchanges
We only replace items that are defective or damaged. If you need to exchange it for the same item, please email us first info@estudiopomelo.com and then send the item to the address we will provide.
You will be responsible for paying the shipping costs for the return of the item. Shipping costs are non-refundable. If you receive a refund, the return shipping cost will be deducted from your refund.
Depending on where you live, the time it takes to receive the exchanged product may vary.
If you are shipping a product with a value greater than $2,500 pesos, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your return.
Translated with www.DeepL.com/Translator (free version)