Refund policy
Initial Return Conditions
To qualify for a return, items must be:
-
In perfect condition (no damages, stains, signs of wear or odors).
-
With all original tags and packaging material.
Returns must be pre-approved by our customer service team. No unauthorized returns will be processed.
Refunds
Approved returns are eligible for a refund minus a 10% production cost deduction.
Shipping costs are non-refundable. If products are returned with damage or signs of use not informed prior to return, an additional fee (20%) will be deducted.
Return Process and Timeframes
-
Report issues no more than a week after receiving your order with photo or video evidence.
-
Once approved, return the item within 2 business days.
-
Refunds or exchanges are only processed after inspecting the returned item.
If no response is received within a week of our follow-up, the case will be closed.
Size Issues
-
Customers are responsible for submitting accurate measurements for custom fajas.
-
If a Faja doesn’t fit, notify us within 48 hours, providing visual proof.
-
Our team may schedule a video consultation to assess fit and guide proper usage.
If a return is approved based on fit, standard deductions (30% + shipping) apply.
Additional Conditions
-
Laundry Fee: A $10 USD fee applies for garments returned with human fluids or strong odors.
-
On-Hold Orders: If customer information is missing and no response is received within a week, a store credit (gift card) will be issued. Refund requests on such orders are subject to a 10% handling fee.
Exceptions
The following items are non-returnable:
-
Items with discounts of 40% or more or that are stated non-returnable on its product page on our website.
-
Any item returned without prior approval.
- Sample items of any type and amount for wholesale retailers.
Cancellation Policy for Custom Fajas and Items In Transit
Custom Fajas
Cancellations after production of custom fajas or custom items in general will incur a 30% deduction to cover material and labor.
Orders in Transit
Cancellations while an order is already shipped will not refund shipping fees, and you may incur redirection fees from the carrier.
Chargebacks and Conduct Policy
-
Chargebacks: Initiating a chargeback on an in-process order will pause the shipment. Resolution may take up to 90 days. Contact us before taking this step.
-
Customer Conduct: We reserve the right to refuse service or communication in cases of offensive or disrespectful behavior toward our staff.