Refund policy

Return & Refund Policy

Your satisfaction is important to us. If you're not completely happy with your purchase, we're here to help. Please review our policy below for returns and refunds.

Eligibility for Returns

To be eligible for a return, your item must be:

  • Unused and in the same condition that you received it.

  • In its original packaging.

  • Returned within 15

    We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

    To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

    To start a return, you can contact us at store@tudisenopr.com. Please note that returns must be sent to address you will be provided when a return is authorized.

    If your return is accepted, we’ll send you a return shipping label (cost will be deducted from your refund amount), as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

    You can always contact us for any return question at store@tudisenopr.com.


    Damages and issues
    Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


    Exceptions / non-returnable items
    Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

    Unfortunately, we cannot accept returns on sale items or gift cards.


    Exchanges
    The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


    European Union 14 day cooling off period
    Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


    Refunds
    We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
    If more than 15 business days have passed since we’ve approved your return, please contact us at store@tudisenopr.com.

    days after the item is received by the customer.

Some items are exempt from being returned, including:

  • Gift cards

  • Downloadable software products

  • Perishable goods (such as food, flowers, newspapers, or magazines)

  • Intimate or sanitary goods, hazardous materials, or flammable liquids/gases

  • Customized or personalized items (unless defective or damaged upon arrival)

How to Initiate a Return

  1. Contact Us: To start a return, please contact our customer service team at returns@tudisenopr.com or 787-974-8070 with your order number and the reason for your return.

  2. Return Authorization: We will provide you with instructions on how and where to send your package. Please do not send your purchase back to the manufacturer. Returns sent without prior authorization may not be accepted. Our return address is 130 calle Monterrey, Apartado 111, Ponce PR.

  3. Packaging: Securely pack the item(s) in the original packaging, if possible, along with any accessories, manuals, and documentation.

Refunds

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 5-10 business days.

Late or Missing Refunds

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company; it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at returns@tudisenopr.com.

Exchanges

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 returns@tudisenopr.com and we will guide you through the process.

Shipping Costs for Returns

You will be responsible for paying for your own 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, if applicable.

For valuable items, consider using a trackable shipping service or purchasing shipping insurance. We can't guarantee that we will receive your returned item.

Damaged or Incorrect Items

If you received a damaged or incorrect item, please contact us immediately at returns@tudisenopr.com with photos of the item and packaging. We will work to resolve the issue promptly, either by sending a replacement or issuing a refund.

International Returns

For international orders returned, the refund will be issued after deducting any costs incurred during retrieval on the Puerto Rico customs, if any. Proof of these charges will be provided upon the customer's request.