Refund policy
PLEASE NOTE THAT WE DO NOT OFFER FREE RETURNS — FEES APPLY.
Can I return my order? Yes, you can.
If you are not satisfied with the items you ordered, you have the option to return them within 30 days of receipt.
In this case, the order must meet the following conditions:
- The order still contains all its original parts and components, and the packaging has arrived exactly as the product was sent.
- Normal handling of the product is evident; breakage due to careless handling is excluded.
- Products for which hygiene is important have been thoroughly cleaned before the return process begins.
- The product was found to be defective immediately upon receipt.
- We reserve the right to charge the customer for shipping costs.
- The return will be processed within 7 business days, and if the conditions are met, the return will be officially confirmed within this period.
*We reserve the right to reject returned items if we suspect they have been used or damaged through no fault of our own.
How can I return my order? If your order meets the conditions above, you'll need to follow these steps to start the return process:
- Send an email to: info.alexandraroca@gmail.com
- Make sure the email includes the following:
- Order number
- Reason for the return request
- Photo of the product if damaged/broken
- Customer's first and last name
- Customer's address
Returns are processed through our international logistics center. Return shipping costs will be paid by the customer, except in cases of defective products, products damaged during transit, or items incorrectly shipped by us.
To request a return, please contact our customer service team via email. Once your request has been reviewed and approved, we will provide you with the appropriate return address.
Important: Do not send any product to the sender's address shown on the package. Returns will only be accepted at the address provided by our customer service team.
Once the return is approved, the customer must ship the product within the following 14 calendar days. We recommend keeping the proof of shipment and tracking number, as these may be required to verify the return.
If the return shipment cannot be verified, or if it is not carried out within the established timeframe, we reserve the right to refuse the refund.
Consumers may exercise the rights afforded to them under applicable consumer protection law.
A. CANCELLATION CONDITIONS
Right of cancellation
The cancellation period is 14 days from the day on which you, or a third party named by you other than the carrier, received or accepted the last of the goods. Since we work with a fully automated system, orders are processed as soon as they are placed. As a result, we are unable to interrupt the shipping process prior to delivery, so a refund upon receipt of the goods is not possible.
To exercise your right of withdrawal, you must inform us (Alexandra Roca) by means of a clear statement (for example, by email) of your decision to withdraw from this contract.
The withdrawal is completed once we have received the goods. The costs of returning the goods shall be borne by the buyer.
Tracking for shipments in transit
Since our products are shipped from Asia, there may be longer transit times over which we have no control. If your products are already on their way to you, cancellation is not possible. Please wait until you have received the goods and then return them. Of course, you are welcome to inform us of your cancellation in advance.
To ensure the fastest possible return process, we ask that you send us a shipping confirmation.
Consequences of withdrawal. If you withdraw from this contract, we must refund all payments we have received from you, except for delivery costs (except for any additional costs resulting from your choice of a delivery type other than the most economical standard delivery offered by us), without undue delay and no later than fourteen days from the day on which we receive notice of your withdrawal from this contract and receipt of the goods.
For this refund, we will use the same payment method you used for the original transaction, unless expressly agreed otherwise with you; in no case will you be charged any fees for this refund.
ALL RETURNS MUST BE SENT TO OUR CENTRAL WAREHOUSE IN ASIA AT THE CUSTOMER'S EXPENSE.
