Refund policy
Exchanges
We offer exchanges on any product, except for those personalized with any type of engraving.
To initiate an exchange, please visit us at Av. de la Industria 300, Punto Central, Local 18L, 66279 San Pedro Garza García, or contact us at hello@luisaferne.com or through our other contact channels.
Returns
Our return policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we cannot offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Non-returnable additional items:
- Gift cards
To complete your return, we require a receipt or proof of purchase.
Refunds (where applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment, within a certain number of days.
In the event of a return, the original purchase amount will be refunded via a gift card.
If you’ve done all of this and you still have not received your refund, please contact us at hello@luisaferne.com.
Sale items (where applicable) Only regular-priced items may be refunded, unfortunately, sale items cannot be refunded.
Exchanges (where applicable) We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@luisaferne.com and send your item to: Av. de la Industria 300, Punto Central, Local 18L, 66279 San Pedro Garza García.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the giver had the order shipped to themselves to give to you later, we will send a refund to the giver and they will find out about your return.
Shipping
To return your product, you should mail it to: Av. de la Industria 300, Punto Central, Local 18L, 66279 San Pedro Garza García.
You will be responsible for paying the shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.