CHANGE AND RETURN POLICY

Customer satisfaction is very important to DÍAZ DEL CASTILLO MILLINERY.

If you are not satisfied with your purchase, please contact us before 7 days of the arrival of your order.

The product must be presented in perfect condition, provided they do not present evidence of use, and must be with all its labels and original packaging in perfect condition.

Returns or exchanges on goods made on request is not accepted.

Products that have been sold with a discount do not have change.

The process to request a change is as follows:

Send an email before 7 business days after receiving the product to hello@diazdelcastillo.com with the reason for return and if you require the same or a different product. Note: it is important to be very specific about the reasons for return.
After the email is reviewed by DÍAZ DEL CASTILLO MILLINERY and the change is approved, the customer will receive an email with a reverse logistics guide.
The customer has 3 days after receiving the reverse logistics guide to take the product to the address indicated by DÍAZ DEL CASTILLO MILLINERY.
The product must be in perfect condition and in its original packaging, including all packaging labels.
When the product is received by DÍAZ DEL CASTILLO MILLINERY, a quality control will take place that takes approximately 3 business days. When the status of the product is determined we will proceed with the requested change.

Once a change has been made, no other change of the same product may be made.

CHANGE FOR WRONG PRODUCT:

If the Customer receives a product with different characteristics than the one described on the page at the time of purchase, the procedure to request the product change is as follows:

Within 2 days after receiving the product, the customer must take photos that show the wrong product and send them to the email hello@diazdelcastillo.com with the order number.
Once it is verified that the product that arrived is wrong, a collection guide will be sent to the customer and DÍAZ DEL CASTILLO MILLINERY is responsible for picking up the product in the same place where it was delivered and once the wrong product has been collected, the correct product will be sent.

DÍAZ DEL CASTILLO MILLINERY reserves the right to refuse the request to exchange any product if it does not comply with all the terms and conditions described in this document.

REFUNDS:

DÍAZ DEL CASTILLO MILLINERY will only make refunds of money in case the courier service provider is not able to deliver it to the Client. If this happens, the client will be notified and the money will be refunded. Money back times vary depending on the payment method used.

Refunds are processed by the same means in which the payment of your purchase was made. If any of the platforms were to charge commission for the transaction, your money will be returned without this value.

The money back time varies depending on the platform on which the payment has been processed. This process can take between 3 to 20 business days.

To cancel an order for any reason, the Customer must write an email to hello@diazdelcastillo.com with the order number they wish to cancel.

Orders can only be cancelled if they have not yet been sent by the courier company or if it has been charged for the PayU payment gateway, the customer assumes the commission costs generated.

WARRANTY:

Under normal conditions of use, the products guarantee is one month, which is counted from the day your order was delivered.

In DÍAZ DEL CASTILLO MILLINERY we take care of repairs to products that result from defects in material or workmanship. Please note that our products are 100% artisan and hand made, it may have irregularities or color changes that are normal due to the nature of the materials.

If the accessory has a factory defect, the product will be replaced or your money will be refunded. To do this, you must present your billing account and send a photograph of the product to the email: hello@diazdelcastillo.com, or through WhatsApp: (+57) 3186322460, pointing out the defect of the piece.

As soon as your case is known and approved, you will receive, by return mail, instructions on what to do, along with a guide number that you must print so that your order is picked up and sent back to the factory.

DÍAZ DEL CASTILLO MILLINERY is not responsible for the deterioration of the product for use or for special, incidental or consequential damages, whatever the cause.

DÍAZ DEL CASTILLO MILLINERY does not give a guarantee on accessories that show damage caused by misuse.

Within the warranty period, DÍAZ DEL CASTILLO MILLINERY repair or replace its discretion defective parts within a reasonable period of time according to the Law 1480 of 2011 no charge, using new or refurbished parts.

If the product is subsequently submitted to the expiration of the warranty, repairs shall be paid entirely by the customer.

If the product is repaired and the fault recur, in response the nature of good and characteristics of default to customer choice shall be a new repair, partial or total change of the property by another of the same species and / or similar features.

REPAIRS:

If you want a product that is out of the warranty time to be repaired, in our workshop we can help you, making renovation, changing ribbons, size, or even changing design. Please send your request via email: hello@diazdelcastillo.com, or WhatsApp: (+57) 3186322460. It is important that you indicate the reference of your product and the details of the arrangement. In this case, you must bear the costs of restoring and shipping. Your repair will be ready in a period of ten business days, as long as DÍAZ DEL CASTILLO MILLINERY has the necessary supplies for the repair of your product.