Refund Policy
1. Right of Withdrawal for Consumers
If you are a consumer, you have the right to withdraw from your order within 14 days from the day you receive the goods, without giving any reason.
To exercise your right of withdrawal, please send us a clear statement by email within this period to:
order@latino-casa.com
If possible, please include your order number, your name, and the item(s) concerned.
To meet the withdrawal deadline, it is sufficient for you to send your communication before the 14-day withdrawal period has expired.
2. Effects of Withdrawal
If you validly withdraw from your order, we will reimburse all payments received from you for the returned item(s), including any shipping costs that must be refunded under applicable law, no later than 14 days from the day we receive your withdrawal notice.
However, we may withhold reimbursement until we have received the goods back or until you have provided proof that you have returned the goods, whichever is earlier.
Refunds will be made using the same payment method that you used for the original transaction, unless expressly agreed otherwise.
3. Returning the Goods
After declaring your withdrawal, you must return the goods without undue delay and no later than 14 days from the date on which you informed us of your withdrawal.
Important: Please do not send any items back to the sender address shown on the parcel without contacting us first. As our products are fulfilled by external partners, we will provide you with the correct return address and further instructions before the return is made.
4. Return Shipping Costs
In the case of a regular withdrawal, you are responsible for the direct cost of returning the goods.
This applies to all returns under the statutory right of withdrawal unless the item is faulty, damaged, or incorrectly delivered.
5. Condition of Returned Goods
Please handle the goods only as you would in a physical retail store when checking their nature, characteristics, and function.
You are only liable for any diminished value of the goods if this loss in value is due to handling beyond what is necessary to inspect them.
6. Damaged, Faulty, or Incorrect Items
Please inspect your order immediately upon delivery.
If an item is damaged, faulty, misprinted, or incorrectly delivered, please contact us as soon as possible, and no later than 30 days after receiving the item, at:
order@latino-casa.com
Please include:
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your order number
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a short description of the issue
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clear photos of the item
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if possible, photos of the packaging as well
Once reviewed, we will offer an appropriate solution, such as a replacement or refund.
7. Returns Due to Wrong Size or Change of Mind
If an item does not fit or you no longer want it, you may use your statutory right of withdrawal within 14 days of receiving the goods.
A free exchange or free return is not automatically offered in these cases. The return shipping costs for a regular withdrawal must be paid by you.
8. Exchanges
We do not currently offer direct exchanges.
If you would like a different size, color, or variant, you may return the original item in accordance with this policy and then place a new order through our shop.
9. Refund of Shipping Costs
In the event of a valid withdrawal, we will refund the shipping costs to the extent required by applicable law.
Additional costs arising from your choice of a delivery method other than our cheapest standard delivery option will not be refunded.
10. Exclusion or Limitation of the Right of Withdrawal
For our current product range of regular, pre-designed items, we generally assume that the statutory right of withdrawal applies to consumers.
If we offer products in the future that are personalized or made to customer specifications, the right of withdrawal may be excluded for those items. In that case, this will be clearly stated on the respective product page.
11. Contact
If you have any questions regarding returns, withdrawals, refunds, or complaints, please contact us at:
Latino Casa
Email: order@latino-casa.com