Returns Information

Returns & Refunds Information

Thank you for shopping with us. We want you to be completely satisfied with your purchase. The following explains your rights and our returns process. This template is provided as a general guide and should be adapted to meet any applicable local consumer law (for example, the UK Consumer Rights Act 2015 where applicable).

1. Right to Cancel (Distance Sales)

  • You have the right to cancel your order for any reason within 14 days of receiving the goods (the "cancellation period"), unless a different statutory period applies in your jurisdiction.
  • To cancel, please notify us clearly (for example, by email) within the cancellation period. Contact: sintonfeliciano@gmail.com.

2. Returning Goods After Cancellation

  • After notifying us of cancellation, you must return the goods to us within 14 days (or within any timeframe specified in the return instructions we provide).
  • You are responsible for the cost and risk of returning the goods unless the item is faulty or we sent the wrong item; in those cases we will cover return shipping as described below.
  • Returned items should be unused, in their original condition, and in original packaging where possible. We may refuse or deduct from refunds if items are returned damaged, soiled, or incomplete.

3. Refunds

  • Once we receive and inspect the returned goods, we will issue a refund within 14 days of receipt (or within any statutory period required by local law).
  • We will refund the cost of the goods. Original outbound shipping costs are only refunded if the return is due to our error (faulty/incorrect item) or as required by law.
  • Refunds are issued using the same payment method used for the original purchase, unless otherwise agreed.

4. Faulty, Damaged, or Incorrect Items

  • If you receive an item that is faulty, damaged in transit, or not what you ordered, please contact us immediately at sintonfeliciano@gmail.com with your order number and photos if possible.
  • Do not return the item until we provide instructions. In these cases we will cover return shipping and will offer a refund (including original shipping), replacement, or repair, where appropriate and in line with consumer law.

5. Exchanges

  • We do not usually process direct exchanges. If you want a different size, colour, or product, please return the original item for a refund (or cancel under the cancellation right) and place a new order for the replacement item.

6. Non-Returnable Items

  • Certain items may not be eligible for return for hygiene and safety reasons (for example, pierced jewelry, opened swimwear, or bespoke/customised items) unless faulty. If an item is non-returnable, we will state this clearly on the product page.

7. Extended Holiday Return Period (Optional)

  • For purchases made during holiday promotional periods, you may offer an extended returns window (for example, until 31 January). If you choose to offer this, specify the exact dates in the product confirmation or promotional terms.

How to Initiate a Return

  1. Contact Us: Email sintonfeliciano@gmail.com within the applicable return/cancellation period and include:
    • Your order number
    • The item(s) you want to return
    • The reason for return
    • Whether you request a refund, repair, or replacement
  2. Receive Return Instructions: We will reply with a return authorisation and the address to send your return (we do not publish a general returns address on this page).
  3. Package Securely: Pack items in the original packaging where possible and include any tags or accessories.
  4. Ship & Keep Proof: Ship the item using a tracked service and keep proof of postage. Items are your responsibility until we receive them unless we have agreed to collect or cover return shipping.
  5. Refund/Resolution: After we receive and inspect the return, we will process the refund/replacement within 14 days (or within any statutory timeframe required by local law).

Customer Responsibilities

  • You must take reasonable care of goods while in your possession and return them in saleable condition.
  • Keep proof of postage/tracking until the return is confirmed as delivered and processed.

Contact for Returns & Refunds

If you have questions or wish to start a return, email: sintonfeliciano@gmail.com (please include your order number in the subject line).

Statutory Rights: This policy does not affect your statutory consumer rights under local law (for example, the UK Consumer Rights Act 2015). Where local consumer protection laws provide greater rights than this policy, those laws will apply.

Quick notes:

  • We purposely do not publish a single returns address on this page — the address will be provided with return authorisation to reduce misuse and ensure correct handling.
  • Adjust any timeframes (14 days, 31 January, etc.) to suit your business needs and local law before publishing.
  • If you sell regulated, perishable, or customised goods, add a short section describing those specific return rules.