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Hamelyn

Returns Policy

At HAMELYN we want you to enjoy an excellent shopping experience. That's why we have designed a clear, simple returns policy focused on your satisfaction.

💸 WE REFUND YOUR MONEY

If for any reason you are not satisfied with your purchase, you can request a refund of the product amount (excluding shipping costs) within 30 business days after receiving the order. To do this, contact us by WhatsApp, indicating your full name, order number and reason for return.

1. Timeframe for Returns

Customers have a period of 30 business days from the date of order receipt to request a product return. After this period, we cannot accept returns.

2. Conditions for Free Returns

We will cover return costs in the following cases:

  • Product in incorrect condition: If the received item is in poor condition. These situations are rare, as each item goes through quality control before sale. However, if it occurs, we will handle the return at no cost to the customer.
  • Wrong product: If the received item does not match the one requested in the order.

In any of these cases, we will cover the collection costs and offer you the option of refund or product replacement, subject to availability.

3. Returns by Customer Decision

If the received product is correct and its condition is as indicated, but the customer decides to return it for any other reason, they may do so but must bear the shipping costs associated with the return. For the return to be accepted, the product must:

  • Be in the same condition as when it was received.
  • Retain all its parts, accessories, and original packaging, where applicable.

4. Procedure for Requesting a Return

If you wish to process a return, follow these steps:

4.1 Contact our team

  • Contact us by WhatsApp with the order number and reason for return.
  • In case of defective or incorrect product, attach images supporting the request.

4.2 Evaluation and Approval

  • Our team will review your request within a maximum of 4 business days and will inform you if the return has been approved.
  • If the return is approved, we will provide you with shipping instructions.

4.3 Product Shipping

  • If the return is free, we will provide you with a shipping label.
  • If the return is at your expense, we will indicate the address to which you should send the product.

4.4 Reception and Refund

  • Once we receive the product, we will perform an inspection to confirm its condition.
  • If everything is correct, we will proceed with the refund through the same payment method used in the purchase within a maximum of 7 business days.

5. Exceptions and Products Not Eligible for Return

Returns will not be accepted in the following cases:

  • Products that are not in the same condition as when they were received.
  • Items that have been manipulated, altered, or that show damage not reported in the return request.

6. Contact and Support

If you have any questions about our returns policy or need assistance with a request, you can contact our customer service team by WhatsApp.