Refund policy
RETURNS
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Our policy lasts 30 days. If 30 days have passed since your purchase, unfortunately we can't offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it, and in its original packaging.
If a return is requested confirming these conditions, and once the item reaches us we find that it does not meet them, we will issue a partial refund only. Examples: the product is used, damaged, shows marks of use, or has been modified.
Likewise, if on arrival we find that the product sent back is not the one indicated, the package is empty, or it is in a condition fit only for disposal, we will cancel the return and no refund will be issued.
We are not responsible for products that were not installed by a professional, unless an invoice and proof of this is provided.
If your order is delayed, we will not issue a refund until the delivery window has expired and the package is considered lost (a package is considered lost once there have been no tracking updates for the last 7 calendar days). If this happens and you still have not received your purchase, contact us and we will review your case.
If your order is still within its delivery window, or any of the packages shipped shows as delivered, we will not issue a refund under any circumstances unless the product is returned to us or the conditions above are met.
Some types of goods are exempt from return: perishable goods, intimate or sanitary goods, hazardous materials, and flammable liquids or gases.
Additional non-returnable items:
* Gift cards
* Downloadable software products
* Some health and personal care items
To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.
Only partial refunds may be granted when: the item is not in its original condition, is damaged, or is missing parts for reasons not due to our error; or the item is returned more than 30 days after delivery.
Refunds (if applicable)
Once your return is received and inspected, we will email you to let you know we've received it, and whether your refund has been approved. If approved, your refund will be processed automatically to your original payment method within a certain number of days.
Late or missing refunds
If you haven't received a refund yet, first check your bank account again. Then contact your card issuer — it can take some time before a refund is officially posted. Then contact your bank, as there is often some processing time before a refund shows up. If you've done all of this and still have not received your refund, contact us at escapessergio@gmail.com.
Sale items
Only regular-priced items can be refunded. Sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged.
How to start a return or exchange
To request a return or report a defective item, contact us by WhatsApp at +34 614 30 74 60 (or by email at escapessergio@gmail.com) before sending anything back. We'll confirm your order meets the conditions above and give you return instructions.
Shipping
Return shipping costs are the customer's responsibility and are non-refundable. If you receive a refund, the cost of return shipping will be deducted from it.
Depending on where you live, the time it takes to receive your exchanged product may vary.
If you are shipping back an item worth more than $75, we recommend using a trackable shipping service or purchasing shipping insurance, as we can't guarantee that we will receive your returned item.