Returns Policy

Customers have a period of 30 business days from the date of order receipt to request a product return. After this period, we cannot accept returns.

We will cover return costs in the following cases:

• Product in incorrect condition: If the received item is in poor condition. These situations are rare, as each item goes through quality control before sale. However, if it occurs, we will handle the return at no cost to the customer.
• Wrong product: If the received item does not match the one requested in the order.

In any of these cases, we will cover the collection costs and offer you the option of refund or product replacement, subject to availability.

If the received product is correct and its condition is as indicated, but the customer decides to return it for any other reason, they may do so but must bear the shipping costs associated with the return. For the return to be accepted, the product must:

• Be in the same condition as when it was received.
• Retain all its parts, accessories, and original packaging, where applicable.

If you wish to process a return, follow these steps:

• Go to your profile → Purchases → find the order → click "Open incident", select the reason and enter the reason for the return. If you checked out as a guest: go to tienda.hamelyn.com/contacto → Issues with an order → I purchased as a guest, and enter your order number and the email used for the purchase, select the reason and enter the reason for the return.
• In case of defective or incorrect product, attach images supporting the request.

• Our team will review your request within a maximum of 4 business days and will inform you if the return has been approved.
• If the return is approved, we will provide you with shipping instructions.

• If the return is free, we will provide you with a shipping label.
• If the return is at your expense, we will indicate the address to which you should send the product.

• Once we receive the product, we will perform an inspection to confirm its condition.
• If everything is correct, we will proceed with the refund through the same payment method used in the purchase within a maximum of 7 business days.

Returns will not be accepted in the following cases:

• Products that are not in the same condition as when they were received.
• Items that have been manipulated, altered, or that show damage not reported in the return request.

If you have any questions about our returns policy or need assistance with a request, you can contact our customer service team by opening an incident from your account: go to your profile → Purchases → find the order → click "Open incident". If you checked out as a guest: go to tienda.hamelyn.com/contacto → Issues with an order → I purchased as a guest, and enter your order number and the email used for the purchase.