Refund policy

Exchanges & Returns Policy

1. If you experience any difficulties with your order, please contact us via email at info@casadelosgigantes.com. In the body of your email, please specify whether you would like to exchange your order, or return your order and obtain a refund for your original payment.

2. Casa de los Gigantes accepts exchanges and returns only when an error has occurred, the item has a grave defect, or when, on a case by case basis, it is deemed necessary after analysis, for which the buyer must contact us within 14 days after the delivery of the order.

2.1 Once contact has been made, and as mutually agreed in our communications, the buyer must return the items within 30 days after the delivery date of the order.

2.2 Items deemed suitable for exchange may only be exchanged once the buyer has returned the item.

2.3 The items must be returned unused and in the original condition in which they were received by the buyer, along with its original packaging or similar packaging that is suitable for transport. This must be acquired by the buyer, who is responsible for packaging the returned item.

2.4 If the item is not returned in its original condition, the buyer will be deemed responsible for any loss of its value.

2.5 The payment and scheduling of the delivery service for the item which is to be returned to our offices is the responsibility of the buyer and must be arranged as soon as possible.

2.6 In the case of a refund request for the return of an order that results from an error committed by Casa de los Gigantes, the refund will be effective once we have received and inspected the product, and approved the return. If approved, the refund will be processed and applied to the credit/debit card or original payment method, within the time period set by the payment processors, therefore, it is the responsibility of the user to consult these terms with the provider. The fees and costs incurred by Casa de los Gigantes for shipping will be discounted.

2.7 Due to their nature, we do not accept returns for the following goods, unless they arrive damaged or defective to the buyer:

Customized items
Items that are on sale

3. Casa de los Gigantes accepts order cancellations. As long as the item has not yet been sent, the buyer can request a cancellation within 24 hours after the order is placed. Refunds for order cancellations will only be made if the order has not yet been shipped, and the buyer must pay a restocking fee of 15% of the order value.

4. Casa de los Gigantes reserves the right to update, modify or replace any part of this Exchanges and Returns Policy. The user can review the most up-to-date version at any time, by visiting this page. It is the user's responsibility to review this website periodically to verify any changes. Using or accessing this website, its products, or services after the publication of any changes in the Exchanges and Returns Policy, implies your acceptance of such changes.

5. You can send your complaints by email to info@casadelosgigantes.com within 14 days after receiving your item. We will do our best to resolve all complaints within 72 hours during the standard work week. We will not communicate during weekends or holidays.