Return & Refund Policy
DAMAGES/INCORRECT ORDER DETAILS
When making a purchase, you acknowledge that the Products are personalized and made specifically for each Order. Once an Order is placed, it cannot be changed or cancelled unless otherwise communicated by us to you through the Platform for the specific Order.
You acknowledge that the Products, when printed, may vary from the Content as displayed on-screen, such as due to how computers display colours. Such deviation between on-screen Content and physical Products that are not due to printing errors shall not be deemed a defect.
If there are defects discovered, such as damage to the delivered Products, errors in the number or quantity of the delivered Products or lack of quality of the delivered Product not caused by lack of quality of the Content, you should provide us with photographic or other documentary evidence of the existence of a defective Product. If we have not received from you a complaint in writing within 30 days after receipt, we shall have no liability for any defect.
If we agree, or you can substantiate, that there is a defect and that it is not due to the carrier, force majeure or other circumstances outside our control, then we will, at our option, either provide you with a reprint of the order to the extent required to remedy the defect or offer you with a refund for the defective Products.
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
To start a return due to a damaged product, you can contact us at info@luisduarte.shop. Once your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
INCORRECT/ UNDELIVERABLE ADDRESS
If your order is returned to us and needs to be reshipped due to an incorrect or undeliverable address, additional shipping fees will apply.
When placing your order, please take a few moments to verify that the shipping address you have provided is correct. We cannot assume responsibility for shipping charges, additional shipping charges or replacing items that are misdelivered because of an incorrect or undeliverable address entered at the time the order was placed.
If you are not able to receive their order at the address, the shipments may be available for pick up at their local post office or carrier pick up point. Shipments that go unclaimed may be returned to the sender. For these cases, please place a new order and get in touch with us so that we can report the problem and arrange for the product price to be refunded for the new order (you will still have to pay for the shipping costs).
You can always contact us for any return question at info@luisduarte.shop