Returns and Refunds Policy
Return policy
For us, it is fundamental to provide products and services that produce a full sensation of customer satisfaction. Even so, we are aware and we recognize that meeting all the expectations of each client is something that is sometimes not possible to achieve, given the expectations, peculiarities and other circumstances that arise from each of the parties that are part of the purchase process and sale.
For this reason, we have established a series of rules and procedures that are rigorously complied with, to guarantee that at the end of the process, each of our clients obtains the product they really want and receives the best possible service from us.
The following are general conditions that are part of our service policy:
· After receiving the order, you have 30 days of reflection to return it.
· If possible, you should make the return in the same packaging in which you have received our product. If this is not possible, you must ensure that the product is properly packaged and labeled before sending it to us.
· Each return must be accompanied by the appropriate dismissal form, in which the reasons for rejecting the product are plainly specified.
· For any return or change, you can contact us through your customer account area, or through the email attcliente@laguatero.com.
· The costs of return will be waged by the buyer. In the case of changes or substitutions due to quality problems, errors in the manufacturing command or in the order itself, the return will be made free of charge.
· If you decide to change the product, we will send you the new product the same day the returned product is received.
· Returns or exchanges of used or washed garments are not accepted.
Return of products…
Instructions for returns, exchanges and refunds
In case of finding defects or anomalies in the product(s) purchased through L'Aguatero, please access your user account in our online store to manage your claim, through this space we will provide you with all possible help to solve any inconvenience. Please note that you must contact us within the specified time frame.
You can find an access link to your customer space at the button of each page of our ecommerce at https://www.laguatero.com.
If you finally wish to return the product(s) purchased at L'Aguatero, you can download our dismissal form here, which you must complete and send along with the product you wish to return. You can also send it together with the return and follow-up information via email to attCliente@laguatero.com, this procedure not being necessary in the event that a replacement of the item(s) is requested.
15-Day "Get It Right" Policy
At L'Aguatero and associates will always do our best to ensure your satisfaction with the purchased product and, if for any reason you are not satisfied, we are here to provide you with effective solutions.
Regarding any quality issues that arise, please make sure to provide images taken on a flat surface, with good lighting and focus. These will help us to provide a quick solution to any irregularity regarding your order.
30-Day "Get It Right" Policy
We practice a “Do it right” policy that encourage us to not exceed 30 days of maximum execution in all actions to be carried out related to the return and cancellation of products. Here at L'Aguatero, we want to make sure that you feel satisfied with both the order and the attention received from us.
If for any reason you are not completely happy with the product you received, we are here to make things right. As long as you contact us within 30 days of receiving your order, we will provide you with a solution that will certainly satisfy you.
For any quality issues, please make sure to provide clear photos of the products taken on a flat surface, with good focus and good lighting. This quick and easy procedure will help us provide an appropriate resolution in the shortest amount of time possible.
Refunds
Refunds will be approved once we have proof that the rejected product has been returned, sending us shipping information and tracking information provided by the agency used to make the shipment.
We can make the refund by depositing a purchase voucher for the same value of the returned item, which will be reflected in the available balance in your customer account. This amount can be used within the following 7 days after confirming the return of the product. If you do not use said voucher, you can contact us and opt for a cash refund, which will be refunded by the same method used during payment.
Payments made by gift card or bonus will be reimbursed in the same way. Reimbursement requests will not be accepted in a method different from the one used during payment process, nor to destinations diverse than the origin of the transaction.
PayPal – All processed refunds will appear in your PayPal account within 24 business hours. Please note that in order to have direct access to the refunded amount, it must be transferred to your banking institution from your PayPal account.
Credit Card – All refunds processed through your credit card will appear in your bank account within three to five business days.
Prepaid Card: Refunds cannot be processed to prepaid cards.
Post-payment orders: At L'Aguatero we do not have services for post-payment of orders.
Cancellations and Modifications
All of our products are manufactured on demand especially for you upon receipt of the order. If you wish to cancel or modify your order, please use the link provided in your confirmation email. You can edit your order at any time before it goes into production. Please note that in some cases, this could be as soon as two hours for expedited shipping, as little as 12 hours for standard shipping, or once production has finished. (The event that happens first).
Once your order has moved into production, you may be eligible for a replacement/resolve depending on the situation. After you have received your order, you have 30 days to address any concerns you have.
Pre-sale Orders – Orders for pre-sale products cannot be canceled after the pre-sale period has ended and production has begun.
Face Mask/Neck Gaiter Orders - These items are final sale items and cannot be returned for security reasons. If your face mask or gaiter is defective, please contact us and we will be happy to assist you.
Damage/Quality Issues
For the fastest resolution, please include photos tha clearly shows the poor printing quality, the item damaged area, or label in case of shipping error. The most appreciable images can be made on a flat surface, in a space with good lighting and also applying a sharp focus, to well-defined capture of the label and make the error clearly visible. We use this information to help you resolve any irregularities with your order, as well as to improve our work by eradicating any potential burdens in future productions.
Returns/Exchanges of gifts
At L'Aguatero, we understand that giving gifts can be somewhat complex. If you ordered or received as a gift a product sold in the L'Aguatero store and you have to return it, we will always apply our standard policies on return or replacement.