Returns and Refunds Policy
1. Return Conditions
If you need to cancel your order for any reason, you may do so within 12 hours of placing the purchase. To do this, send an email to pedidoslungo@gmail.com. After 12 hours, cancellation is not possible, as the order will have already been shipped. In case of a successful cancellation, you will be refunded the full amount using the same payment method as the purchase. Please note that the refund may take several business days to appear in your account.
We also offer free returns and replacements for defective or damaged products.
Please contact us within 14 days of your purchase if this occurs, indicating "Damaged Product" in the subject line of the email. It is important to attach a photo of the damaged product to facilitate the refund or replacement process at no additional cost to you.
2. Excluded Products
The following types of products cannot be returned:
- Personalized or custom-made products.
- Products that have been opened or whose seal has been broken.
3. Return Process
If you are not completely satisfied with your purchase, you have the option to return your order and receive a full refund up to 30 days after the purchase date.
Returned items must be in new condition and in their original box or packaging.
If applicable:
To be eligible to request a refund, you must have purchased the products on www.karseell.eu.
You must send an email to our customer service with the subject "30-Day Money Back Guarantee," in which you express your opinion and the request for a refund.
Upon approval, return the products via a tracked mail service to the return address provided by our customer service agent.
Return requests that are incomplete, illegible, or confusing will be considered invalid.
Our returns are always free, meaning we do not charge a restocking fee. However, you will need to cover the cost of the shipping label for the return of the item, as we do not provide such a label. Shipping costs for the return of our product(s) are the sole responsibility of the customer and will not be refunded.
Once we receive the returned product, we will proceed with refunding the total amount of your order, excluding shipping costs. Refunds are usually processed within 1 to 5 business days after receiving and processing the returned items. However, this period may extend up to 7 business days depending on the payment method used.
4. Shipping Costs
Shipping costs for the return will be:
- Covered by Karseell in case of defective products or shipping errors.
- Borne by the customer in other cases.
5. Refunds
Once we receive the returned product and verify its condition, we will proceed with the refund. The refund will be made through the same payment method used for the purchase and may take up to 7 business days to appear in your account.
6. Exchanges
Instead of a refund, you can choose to exchange the product for another of equal or greater value, paying the price difference if necessary.
7. Inquiries
If you have questions about our returns and refunds policy, do not hesitate to contact us at [pedidoslungo@gmail.com/+34 963 739 035].
8. Modifications to the Returns Policy
Karseell reserves the right to modify this returns and refunds policy at any time. Any changes will be published on our website.