return & refund policy

At Huellitas Vivas, our customers' satisfaction and trust are our top priority. Given the artisanal nature of our products, we have established the following guidelines.

Order Cancellation

You can request to cancel your order and receive a 100% refund under the following conditions:

  • The cancellation must be requested within 24 hours of the purchase.
  • The order has not yet been shipped by our team.

To request a cancellation, please contact huellitasvivas@gmail.com immediately.

General return conditions

You have 14 calendar days from the date of receipt of your order to request a return or exchange, provided the item is not a personalized product (see personalized product policy).

  • Product Condition: Items must be returned unused, undamaged, and in the same condition as received, including their original packaging.
  • Exclusions: Gift cards or sale/clearance items will not be accepted for return.

Custom Product Policy

Because these items are made specifically for you, using fur, ashes, photographs, flowers, or provided elements, their policy is different:

  • Non-defective items: Custom products are not eligible for return or refund due to a change of mind or aesthetic dissatisfaction, as the design process is agreed upon with the customer beforehand.
  • Defect Warranty: If your personalized item is damaged within 30 days of receiving the product, our warranty will apply. Under this warranty, we will proceed with the repair of the item to restore its original condition. A new piece will not be created nor will a full refund be offered, given the unique and personalized nature of the product. Shipping the piece to our workshop for repair is the customer's responsibility. Huellitas Vivas will cover the cost of return shipping to the customer once repaired.

Process for requesting a refund (or repair)

To initiate any return, exchange, or repair, please follow these steps:

  1. Contact us: Send an email to huellitasvivas@gmail.com with the subject "Return/Repair - (Order Number)".
  2. Required information: Attach the receipt or proof of purchase and explain in detail the reason for the request (including photos if the item is damaged).
  3. Instructions: Once we have reviewed and approved your request (within 2-3 business days), we will send you the instructions and the address for the return shipment.
  4. Shipping costs: The customer is responsible for shipping the item back to our workshop for returns due to personal aesthetic appreciation or for warranty repairs of custom products.

Refunds

Applicable to non-customized products only. Once we receive the returned item, it will be inspected.

  • Refund Approval: If the item meets the conditions (unused and in original condition), the refund will be approved.
  • Restocking Fee: A 10% restocking fee will be applied to the purchase price. Therefore, you will be refunded 90% of the value paid for the product (excluding shipping).
  • Refund Denial: If the inspection reveals that the item has been used or damaged by the customer, the refund will be denied and the item may be returned to the customer at their shipping cost.
  • Processing: The approved refund will be applied to your original payment method within up to 10 business days.