RETURN AND WARRANTY POLICY

TERMS

Return: The customer’s right to return a purchased item in order to receive one that meets the quality standards that characterize the company’s products.

Defective product: An item that, due to a manufacturing error, does not meet the inherent characteristics or those described in the information provided about it.

RETURNS

The company only accepts returns under the following circumstances:

Due to product defects:
Claims for this reason must be submitted via email to ventas@kettytinoco.com, specifying the reason and attaching an image of the product clearly showing the defect. Once the request is received, the company will contact the customer and provide details on how the product will be shipped and/or received for warranty processing.

The customer must deliver the item to the designated physical store or send proof of shipment from the courier company to ventas@kettytinoco.com within 30 days after receiving the company’s response. Failure to deliver or send the product within this period will be understood as a withdrawal from the warranty process.

Alternatively, the customer may visit any physical store directly, bring the product, and request activation of the warranty; in any case, this must be done within 30 calendar days from the date of purchase.

Due to shipping errors:
If, due to a company error, the customer receives an incorrect product or a different quantity from what was originally ordered, they have the right to request delivery of the missing or correct item.

If the claim concerns the delivery of an incorrect product, the customer must submit the complaint either in person at any physical store or by email to ventas@kettytinoco.com. Once received, the company will inform the customer of the procedure for shipment and/or return of the product to correct the error.

The customer will have 15 calendar days from the purchase date to submit the claim. They may choose between receiving the missing or correct product, or another of the same value. If they choose one of higher value, the customer must pay the difference; if they choose one of lower value, the balance will be retained as store credit for a future purchase.

CONDITIONS

• Products must be returned in the same condition in which they were delivered by the company.

• Any other reason claimed by the customer will be excluded from the return process.

• Product tags are not required to be kept for returns.

• Under no circumstance will the activation of a warranty or claim for an incorrect shipment result in a cash refund.

• Shipping or handling costs incurred during the return or delivery process will be covered by the company.

• The company will have 15 business days to issue a final response.