Exchanges, Returns, and Cancellations
Exchanging or returning a product is your right, and we value that. This right is stated in Article 49 of the Consumer Protection Code. To ensure we handle everything in the best way possible, please follow the rules below:
You have 7 (seven) calendar days from the receipt of your order to contact us and request an exchange or return, whether for a change of color/size or due to regret.
HOW TO REQUEST AN EXCHANGE OR RETURN: Send an email to info@capricorniafelix.com with the subject "Return" or "Cancellation" and provide the following information:
- Product name
- Order number
- Email registered with the purchase
- Reason for exchange or return
- Video clearly demonstrating the issue
To be eligible, the product must be in the same condition as you received it (in its original packaging), sealed, and unused.
In any case, returns of products with the manufacturer's original seal broken will not be accepted.
Beauty products, personal hygiene items, and consumable products can be returned within 7 days of receiving the order, as long as they are in their original, unopened packaging, with no signs of use, and accompanied by all their original accessories (also with no signs of use) and product manuals.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned product. We will also notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will be issued for a new order in the store.
Late or missing refunds (if applicable)
If you have not yet received a refund, first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted. Often, there is a processing time before the refund is reflected in your statement. If you have done all this and still have not received your refund, please contact us at info@capricorniafelix.com.
Products that are not eligible for returns
To do this, simply contact us by email as soon as you decide to exercise the exchange, and we will provide you with the address to which you should send the product. Returns made to the wrong address cannot be refunded.
The shipping costs for returning the product will be the responsibility of the customer. Shipping costs are non-refundable.
When sending your product back, it is mandatory to use a trackable shipping method. The tracking code must be communicated to us by email within 24 hours after the item is shipped.
The store is not responsible for NON-RECEIPT or REFUSAL upon receipt of the item.