At Creando Historias, we want every customer to receive products in good condition, carefully and thoughtfully made. This policy explains the conditions that apply to exchanges, returns, and warranties.
1. Handmade Products
Our products are handmade and may present natural variations in color, shape, texture, size, scent, or finish. These variations are not considered defects.
2. Personalized Products
Personalized, custom-made, or made-to-order products are not eligible for exchange or return unless they present a manufacturing defect attributable to Creando Historias.
3. Conditions for Requesting a Return or Exchange
The customer may request a review of the order if the product received has damage, a manufacturing defect, or a shipping error.
The request must be made within the first 3 calendar days after receiving the product.
4. Request Requirements
To evaluate a request, the customer must provide:
- Order number
- Full name
- Clear photos of the product received
- Photos of the packaging if it arrived damaged
- Description of the issue
5. Products Not Eligible for Return
Returns are not accepted in the following cases:
- Personalized products without manufacturing defects
- Used, altered, or improperly handled products
- Damage caused by misuse, impact, excessive heat, or improper storage
- Change of mind after receiving the product
- Normal variations resulting from handmade production
6. Warranty for Manufacturing Defects
If a manufacturing defect is confirmed, Creando Historias may offer repair, replacement, exchange for an equivalent product, or refund, depending on the case.
7. Damage During Shipping
If the product arrives damaged during transportation, the customer must report it within the established period and provide photographic evidence of the product and packaging.
We will evaluate the case to determine whether replacement, exchange, or a claim with the shipping provider applies.
8. Shipping Costs for Exchanges or Returns
When the exchange or return is caused by an error or defect attributable to Creando Historias, we will cover the corresponding shipping costs.
When the request is not attributable to Creando Historias, shipping costs will be covered by the customer.
9. Refunds
Approved refunds will be processed using the same payment method used for the purchase or another method agreed upon with the customer.
Processing times may vary depending on the financial institution or payment gateway.
10. Cancellations
Orders may only be canceled before the preparation, customization, or production process has started.
Once production of a personalized product has started, the order cannot be canceled.
11. Contact
To request an order review, exchange, warranty, or return, contact us through our official channels.
Email: [email protected]
Cell Phone: (+1) 786 741 6369
