Refund policy

Effective Date: 19th November 2024

At doroteadesantis.com, we strive to ensure your satisfaction. If you’re not completely satisfied with your purchase, here’s how you can return it.

1. Eligibility for Returns

• Items must be returned within 14 days of delivery.

• Items must be in their original condition (unused, undamaged, and in original packaging).

• Custom or personalised items are not eligible for return unless damaged or defective.

2. How to Initiate a Return

To initiate a return, please email us at dorotea.de.santis@gmail.com with the following details:

• Your order number

• The item(s) you wish to return

• The reason for the return

3. Refunds

• Refunds will be processed to your original payment method within 5 days of receiving the returned item.

• Shipping costs are non-refundable unless the return is due to our error (e.g., wrong item shipped).

4. Exchanges

If you wish to exchange an item, please contact us to arrange the exchange process.

5. Damaged or Defective Items

If your item arrives damaged or defective, please contact us within 48 hours of delivery with photos of the damage. We will resolve the issue promptly.