Refund Policy

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This Refund Policy ("Policy") outlines the guidelines and procedures for requesting refunds for products purchased from Carlos Lerma ("we," "us," or "our") through our website, mobile application, or any other platform ("Platform"). We strive to provide high-quality products and excellent customer service. Please read this Policy carefully before making a purchase. By placing an order, you agree to the terms and conditions outlined below.

1. Eligibility
   Our refund policy applies to all customers who have purchased products through our Platform, regardless of age. However, this policy only applies within 30 days of the purchase date.

2. Returns and Refunds
   a. Damaged or Defective Products: If you receive a product that is damaged or defective, please contact our customer support within 30 days of the purchase date. We will assess the issue and, if deemed valid, provide you with a replacement or issue a refund.
   
   b. Incorrect Orders: If you receive an incorrect product due to our error, please contact our customer support within 30 days of the purchase date. We will arrange for the correct product to be shipped to you, or provide a refund if a replacement is not available.
   
   c. Change of Mind: We understand that preferences can change. However, we do not offer refunds or exchanges for products due to a change of mind. Please consider your purchase carefully before placing an order.

3. Return Process
   a. To request a return or refund, please contact our customer support at hello@carloselerma.com within the specified timeframe mentioned in sections 2(a) and 2(b) above. Provide your order details and a clear explanation of the issue.
   
   b. We may request additional information or evidence, such as photographs, to validate your claim for a damaged, defective, or incorrect product.
   
   c. Once your return request is approved, we will provide you with instructions on how to return the product, if necessary.

4. Return Shipping
   a. For damaged, defective, or incorrect products, we will cover the cost of return shipping.
   
   b. Please follow the return instructions provided by our customer support. We recommend using a reliable shipping method with tracking and retaining proof of shipment.

5. Refund Processing
   a. Upon receiving the returned product, we will inspect it to ensure it meets the criteria for a refund as outlined in sections 2(a) and 2(b) above.
   
   b. If your refund request is approved, we will initiate the refund to your original payment method. Please note that the refund may take several business days to process, depending on your payment provider.

6. Non-Refundable Items
   a. Some products may be ineligible for returns or refunds due to their nature, such as personalized or customized items, perishable goods, or downloadable digital content. Any such exceptions will be clearly indicated on the product page.

7. Contact Us
   If you have any questions or need further assistance regarding our refund policy, please contact our customer support at hello@carloselerma.com. We are here to help and address any concerns you may have.

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Effective Date: January 1st, 2023