Returns and exchanges

General provisions
We strive for every buyer to be satisfied with their purchase. If for some reason the product does not suit you, you have the right to return or exchange it under the conditions set out below. This policy applies to purchases made through our online store.

Return period
You can return or exchange the product within 14 calendar days from the date of receipt of the product, unless otherwise specified in the description of the specific product. For defective goods, the deadline for submitting a claim is within the warranty period or immediately after the defect is discovered.

Return acceptance conditions

1. The goods must be unsold and undamaged: labels, factory packaging, all accessories and documents (receipt).
2. The goods have not been used for purposes that contradict the preservation of the product appearance (except for checking quality/functionality).

Return of defective goods
If after receiving the goods it turns out to be defective or damaged during delivery:

1. Contact us as soon as possible, describing the problem and adding a photo/video of the defect.
2. We will provide instructions on further actions: we will organize the return and replacement of the goods or we will refund the money.

Exchange of goods
If you want to exchange the product for a different size, color or model:

1. Notify us of the desired exchange and provide a replacement if available.
2. If the new product is more expensive, it is necessary pay the difference; if cheaper, we will refund the difference in payment.
3. The buyer covers the shipping costs for the exchange, if the return is not related to a defect.

Return procedure (step by step)

1. Write to e-mail: lacyhearts7@gmail.com or direct Instagram, indicate the order number, product article number and reason return.
2. Receive confirmation and instructions for sending the item back.
3. Send the item in protective packaging with all accessories and documents. We recommend using a tracked shipping service.
4. After receiving and checking the goods, we will inform you of the decision and, in case of a positive result, we will refund the money or send an exchange.

Refund
Refunds are made in the same way as the payment was made (bank card, transfer to an account, etc.), unless otherwise agreed. The refund period depends on the payment system and can last up to 14 business days from the moment the return is confirmed. We will reimburse the payment commission withheld by the bank or payment system, provided that it is refundable by the payment provider.

Return shipping costs

1. If the return is due to an erroneous customer order (not a defect), the customer is responsible for the return shipping costs.
2. If the product has a manufacturing defect or is damaged during delivery, we will cover the return shipping costs.

Condition of goods upon return
Goods are accepted for return only in a condition suitable for further sale (without traces of use, with original packaging, labels and set). We reserve the right to refuse a return or partially reduce the refund amount if the product is damaged or missing components.

Exceptions and special provisions

1. If the product has been used improperly or damaged by the customer, the return may be rejected.
2. In case of disputes, we provide the opportunity for an independent examination of the product.

Warranty

Contacts for returns and questions
Email: lacyhearts7@gmail.com