Exchange policy
Any changes you require to your order, whether it's a change of address or size, must be requested through our WhatsApp number.
If you need to exchange your size (only shoes and fins are exchanged due to incorrect size), you can exchange the size if the product doesn't fit. You have a period of 20 calendar days from the date of purchase.
It is strictly necessary that any item be returned in its original packaging, so we recommend that you retain the packaging for the first few days after purchase.
In case you want to make the change, the product The product must be returned/shipped to the factory in its original packaging. Shipping costs for product exchanges (size, model, or color) are the customer's responsibility, at a cost of $250, or by a courier of their choice.
If the exchange is due to a manufacturing defect or an error in your order, we will cover the cost of the shipping invoices to finalize the modification of your purchase.
Product exchanges will not be processed without original packaging.
In all cases, the cost taken into account will be the original price paid by the customer.
If the exchange is for a lower-priced product(s), the customer may receive a refund of the difference or a coupon for the difference toward their next purchase. If the exchange is for a higher-priced product(s), the customer will be required to pay the remaining amount.
PRODUCTS THAT CANNOT BE EXCHANGED
Exchanges do not apply to products with discounts greater than 30%, unless it is due to a manufacturing defect.
Exchanges are not accepted if the product shows signs of use. The product must be clean and in good condition, without being dirty, stained, mistreated, with damage caused, repairs or repairs.
RETURNS DUE TO FACTORY DEFECTS
The product to be returned must retain its tags, accessories, box and original packaging.
You must send an email to
Admin@traabi.mx with a photo for evaluation, along with the invoice number and a description of the problem.
Your money can only be refunded in the following cases:
- Manufacturing defect
To qualify for an exchange due to a manufacturing defect, it is essential to present the original packaging of the product you purchased within 20 days of receiving it. After 20 calendar days, we cannot process any exchanges, even due to a manufacturing defect.
NO warranty applies when:
The product is intentionally or accidentally faded or tinted.
The product was used incorrectly.
The product appears worn or shows evidence of significant use.
The product appears to have been damaged or altered intentionally or accidentally.
Change procedure
- Change of size,
-
Defective new product
CONDITIONS FOR EXCHANGES OF GOODS
Report the change via WhatsApp or through our email Once we receive your change report, it is necessary that it is within the established time and our policy applies.
If the exchange does not meet the established terms and conditions, shipping costs will be borne by the customer.
If you wish to exchange a size, the shoe or fin must be in perfect condition with no signs of use , properly labeled and in its original box.
Once the product is received at our offices, the return due to defects will be evaluated by the quality department to proceed.
The merchandise return process takes an average of 15 business days, including shipment of the product, receipt and evaluation by the quality department, and notification of the outcome.
For exchanges or returns, the customer covers the cost of the shipping guides to complete the modification, which cost $200. Once paid, a guide will be sent to you via email. You must print it and hand it in at the parcel counter.Specific cases:Refund: If you do not want the product and request a refund, taking into account the criteria for requesting a physical exchange or refund: A percentage of 20% of your purchase (Bank commission + expenses) will be charged within 72 business hours from the date of the report.
Our business hours are 9:00 a.m. to 5:00 p.m., Monday through Friday, excluding holidays.
Confirmation of credit or debit card orders.
Identity protection and security.
Notice: ARTESANIAS NATURALES LA ESPERANZA SA de C.V. is a company that has always sought the safety and satisfaction of its customers. Therefore, we inform you of the following:
For purchases over $1,000 through our website (credit or debit card), a brand representative will contact you to verify your identity and confirm the order amount and products, in order to prevent potential fraud . This goal is to protect our community and the entire organization.
Important: The representative will contact you directly via WhatsApp, email, and the phone number used to complete the contact form. If no confirmation response is received, the order will be canceled , and you will need to contact the company to either confirm the order or request a partial refund of the final amount.