Returns and exchanges

Returns and exchanges

Returns and exchanges will be governed by the following considerations:

• The request must be made within a maximum period of 15 days from the day the item was purchased. In the case of purchases made through our online store or social networks, the time will start counting from the moment the customer receives their purchase.

• The item must be unused and in the same condition as when received, that is, with its original packaging and labels. If the original packaging is not available, the customer must pack the item as protected as possible so that it is received in optimal condition and thus be able to proceed with the return or exchange.

• This policy only applies to regular priced items, so sale or promotional items cannot be returned or exchanged.

• All changes are subject to our stock availability.

• The return, exchange or refund will begin to be processed from the day the item is received by our team.

To start the process, please send us an email to devoluciones@surarquia.com indicating the reason for the request (return or exchange) and the order or invoice number.

Once your request has been received, our team will contact you to advise you on the steps to follow.

If after a reasonable amount of time the refund has not been reflected in your bank account, please contact your bank or the company that issued your card, as applicable. It often takes a processing time before you can see the refund reflected.