退款政策
At Eyelumia, we are committed to ensuring your satisfaction with our products. If you are not entirely happy with your purchase, we offer a 14-day return and exchange policy to make things right.
Eligibility for Returns and Exchanges
1. Timeframe: Items can be returned or exchanged within 14 days of receiving your order.
2. Condition of Items:
1. Products must be unused, in their original packaging, and in the same condition as received.
2. Items that are damaged, worn, or not in their original condition may not qualify for a refund or exchange.
3. Proof of Purchase: Please provide your order confirmation or receipt when requesting a return or exchange.
Non-Refundable Items
The following items are not eligible for returns or exchanges:
· Products marked as "Final Sale" or "Non-Returnable."
· Gift cards.
· Customized or personalized items, unless they arrive damaged or defective.
Process for Returns
1. Contact Us: Email our customer service team at info@mercatoconnect.com within 14 days of receiving your order to initiate the return process.
2. Approval: Once your return request is approved, we will provide you with instructions for sending the item(s) back.
3. Shipping Costs:
o If the return is due to our error (e.g., wrong or defective item), we will cover the return shipping costs.
o For all other reasons, the customer is responsible for return shipping fees.
Refunds
1. Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
2. If approved, the refund will be processed to your original payment method within 5-10 business days.
3. Please note that shipping fees (if any) are non-refundable.
Exchanges
1. For exchanges, contact us at info@mercatoconnect.com with details of the item you wish to exchange and the replacement item desired.
2. Exchanges are subject to product availability.
Damaged or Defective Items
If you receive a damaged or defective product, please contact us immediately with photos and details of the issue. We will work to resolve the matter promptly by offering a replacement or refund.
Thank you for choosing Eyelumia. If you have any questions or need further assistance, please don’t hesitate to contact us at info@mercatoconnect.com.