Returns policy
Right of withdrawal
The USER has the same rights and period to return and/or report possible flaws or defects in the online products or services as they do for offline products or services.
Deadline for returns
You have a period of 14 days from the date of product receipt to request a return.
Exceptions
The right of withdrawal does not apply in the following cases:
- If the product is not returned in perfect condition.
- If the product packaging is not in its original or perfect condition. The product should be protected using its original packaging to ensure it arrives in perfect condition. Applying seals or adhesive tapes directly to the product is strictly prohibited.
- Directly downloaded software applications from the portal.
- Customized products or products that, due to hygiene or other legally established exceptions, are not eligible for this right.
Return procedure
Before the withdrawal period expires, you must notify the merchant of your decision to request a return. To do so, please follow these steps:
Send an email to info@luisnegri.com, indicating your order or invoice number. Attach the withdrawal form provided on the website or clearly state your desire for a product return.
Once we receive your request, we will contact you to provide instructions on how to proceed with the return and inform you of the transportation costs you need to cover. We will handle the shipping arrangements. If you are returning the product simply because you have changed your mind or it does not suit you, the return shipping costs are your responsibility. If the product is defective, has a quality issue, arrived damaged or is not the item you ordered, Luis Negri will cover the full cost of the return.
Inspection of returned product
Upon receiving the returned product, our team will conduct an inspection to ensure it meets the previously established return conditions.
Refund process
If the product meets the return conditions, we will process the corresponding refund within 14 days of receiving the product.
The refund will be issued using the same payment method used in the original purchase, unless we explicitly agree on an alternative method with you.
Except in the case of defective, damaged or incorrect products, return transportation costs and any additional expenses will not be refunded and are the customer’s responsibility.
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