Refund policy

Exchanges and Returns

 

To make an exchange or return:

Before making any exchange or return, you must send an email to info@entaru.com indicating your name or order number, and we will inform you of the steps to follow.

You have 7 calendar days from the receipt of your order to make an exchange or return.

All items must be in perfect condition, with no obvious signs of use, and with original packaging.

All information for returning the product for either an exchange or a return will be provided via email.

If the return of the products is due to a defect in the received item or an incorrect product, please contact us immediately within 24 hours of receipt at the following email address: info@entaru.com, including a photograph and indicating the error or defect along with your personal details and purchase invoice.

In the case of items with special pricing, exchanges or returns are not accepted.

Important: If you notice any damage to the package upon receiving your order, please indicate any anomalies when signing the carrier's delivery note. Otherwise, Entaru or the carrier will not be responsible if the merchandise is damaged or if any parts are missing. Never discard the packaging for the products, as this will be necessary for making a claim.

All exchanges and returns are at the customer’s expense.

 If all requirements for the exchange are met, only one exchange will be made per order.

Please include a note inside your package with your full name and order number.

It is the customer's responsibility to ensure that the package arrives at our facilities in perfect condition; we will not be responsible for any delays or loss that the package may suffer during shipping.

 

NOTE: For hygiene reasons, exchanges or returns of earrings items will not be accepted.

 

Refund

Upon receiving the package, we will thoroughly examine that the items are in perfect condition and show no signs of use.

If the items are received in poor condition or with obvious signs of use, we will contact the customer, who will have the right to request a refund for these products within the following 7 calendar days from our communication. The new shipping costs will be the customer's responsibility.

The exchange will be made for another product or for a voucher that does not expire.

In the event that the product is not in good condition and the causes are not attributable to the customer, they will have the right to a refund for the product within the first 10 days after receiving the product at Entaru's facilities.