Returns & Exchanges Policy
In case that you received a faulty product, changed your mind or have any other reason for not wanting to keep your order, don't worry! We will exchange or refund your item(s).
If you wish to return or exchange your order(s), please contact us using the form below within 3 working days from the delivery date. Before filling it out, please read carefully all the information contained on this page. After receiving your form we will contact you by email informing all the necessary procedures for your order exchange or return.
RETURNS AND EXCHANGES ARE NOT ELIGIBLE IN THE FOLLOWING CASES:
-- We DO NOT accept returns or exchanges of "Made To Order" items;
-- We DO NOT accept returns or exchanges on orders which do not meet the eligibility requirements mentioned below:
RETURNS OR EXCHANGES ELIGIBILITY
If your order isn't a custom made item, it will be eligible for return or exchange as long as the following conditions are met:
-- The item(s) must be returned in the same way as received: accompanied by all tags, inside the jute bag and carrying all other accessories included at the time of purchase;
-- The item(s) cannot be returned washed, used, stained, with odours presence, damaged or with any alterations made by the customer (applications, adjustments in general, etc.);
-- The shipping method used to return an order is the customer's entire responsibility. Therefore, please make sure to send us your parcel in proper and safe packaging*:
*Due to environmental reasons we suggest that the recycled packaging used by us to send parcels be one more time re-used in case of orders return - so please take care to not damage it when opening your parcel.
IMPORTANT: Upon the reception of a returned parcel to our atelier in Amsterdam, we will analyze the content received and, if for some reason it does not meet the requirements mentioned on this page, its return or exchange will be refused. We will then proceed to forward it to the same address informed during the purchase (via shipping to be paid by the customer at the delivery time), and without any prior consultation. The reason(s) for the refusal will be informed by email.
RETURN OF ORDERS ELIGIBLE FOR EXCHANGE OR REFUND
If your order is eligible for an exchange or refund, please check the procedures listed for each situation below:
RETURNS AND EXCHANGES IN THE EVENT OF A FAULTY PRODUCT
Requests for returns or exchanges in case of faulty product(s) should be made by filling out the form below within a maximum of 3 working days after the product's delivery date. Please select the field "Defect", using the message box of the form to send us a detailed description of the product's defect. All returns and exchanges made due to a production defect will have the RETURN/EXCHANGE DELIVERY COSTS PAID BY KUARASHÍ ECO.
Returns and Exchanges in case of Unsatisfaction, Change of mind or other reasons
Requests for returns or exchanges in case of unsatisfaction, change of mind, or any other reasons besides "production defect(s)", should be made by filling out the form below within a maximum of 3 working days after the product's delivery date. Please select the appropriate field for your case, using the message box on the form to send us a detailed description of your request and indicating how you would prefer it to be resolved. All returns and exchanges made due to unsatisfaction, change of mind, or any other reason not related to production defect(s) will have the RETURN/ EXCHANGE DELIVERY COSTS PAID BY THE CUSTOMER.
In case of a RETURN the amount paid for the product(s) can be refunded in two ways:
-- PURCHASE COUPON of equal value to the amount paid for the returned product(s) and without expiration date. This coupon can be used to purchase any item available on our website, including custom orders;
-- REFUND of the amount paid for the returned product(s). The time frame regarding the conclusion of a refund will always depend on the payment method used at the time of the purchase. In case of payments made by credit card, refunds are related to the rules established by the credit card issuer and may vary from days to weeks for the amount to be refunded to the customer's credit card account.
For further inquiries about returns and exchanges, please contact us by chat or via email to firstname.lastname@example.org ❤︎