Refund policy

At Falabellaa, we want customers to have a positive shopping experience. This policy explains how returns, exchanges, cancellations, and refunds are handled for purchases made through our website.

1. Return Period

Please contact us within 30 days of delivery to request a standard return, unless a different period is stated for the product or required by applicable law.

To qualify for a standard return, an item should generally be unused, in its original condition, and returned with its original packaging, accessories, manuals, and included components.

Proof of purchase or an order number is required.

2. How to Request a Return

To begin a return:

Email contact@falabellaa.shop with your order number and reason for the return.
Include photographs and a description if the item is damaged, defective, incorrect, or incomplete.
Wait for our return instructions and authorization before shipping the item back.
Package the product securely and follow the provided shipping instructions.

Please do not send products to our business address without confirming the correct return destination with our team.

3. Damaged, Defective, or Incorrect Items

If an item arrives damaged, defective, or different from the product ordered, contact us as soon as possible.

Please provide your order number, a description of the issue, and photographs where available.

After reviewing your request, we will explain the available resolution, which may include a replacement, repair, return, or refund, as appropriate under the circumstances and applicable law.

Nothing in this policy restricts your legal rights concerning defective, misdescribed, or incorrectly supplied goods.

4. Heavy Equipment and Oversized Products

Some machinery and equipment require specialized freight arrangements for returns.

Customers must contact us before arranging return transportation. We will provide instructions regarding the return destination, packaging, freight arrangements, and any applicable requirements.

Return shipping costs and any applicable restocking fees will be disclosed before the return is finalized. Such fees will not be charged where prohibited by law or where the return results from our error or a qualifying product defect.

Customers should not arrange expensive freight shipments without written return instructions.

5. Items That May Not Qualify for Standard Returns

Where permitted by law and disclosed before purchase, certain items may be excluded from standard change-of-mind returns, including:

Custom-built or specially configured equipment.
Products manufactured to customer specifications.
Items damaged through misuse, improper installation, or unauthorized modification.
Items that cannot be safely or hygienically resold after use, where applicable.

These exclusions do not remove any mandatory consumer rights or remedies available under applicable law.

6. Refunds

Once an authorized return has been received and inspected, we will notify you whether the refund has been approved.

Approved refunds will generally be issued to the original payment method. The time required for the funds to appear in your account depends on your payment provider or financial institution.

Our target processing timeframe is 5–10 business days after refund approval, where applicable. This timeframe does not override any shorter refund deadline required by law.

If a return or refund request cannot be approved, we will explain the reason where appropriate.

7. Return Shipping Costs

For standard change-of-mind returns, customers may be responsible for return shipping costs where permitted by law and disclosed before purchase.

If the return is due to our error or a qualifying product defect, we will explain how return shipping costs and other eligible expenses will be handled in accordance with applicable law.

Original shipping charges may not be refundable for standard change-of-mind returns unless required by law or otherwise stated.

8. Exchanges

Exchanges are subject to product availability and eligibility. Contact us before returning an item to confirm whether an exchange is possible.

If the requested replacement is unavailable, we will discuss the available options with you.

9. Order Cancellations

If you wish to cancel an order, contact us as soon as possible at contact@falabellaa.shop.

We will attempt to cancel the order before it is processed or dispatched, but cancellation cannot be guaranteed once preparation or shipment has begun.

Any applicable refund will be handled in accordance with the circumstances and applicable law.