Refund policy

All refunds/returns/exchanges for handmade items are decided on a case-by-case basis. Due to the nature of the handmade items, we may consider refunds/returns/exchanges under limited circumstances.

Items are entitled to be refunded/returned based on complaint. If an item is unsatisfactory, a written explanation within 14 days is needed before the item may be considered for a refund/return. Buyer must take into account the description of the item before requesting a refund/return. If the item matches the description by the seller and the buyer is unsatisfied, seller is not responsible for refund/return. If approved, items must be mailed back for refund/return and must be unworn, undamaged, and in their original packaging. 

Please let us help answer or resolve any concern that you may have so that you can feel good about your order. We encourage you to e-mail us at puntillasynudos@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. If an item is damaged as a result of quality or craftsmanship, customers must e-mail their concern within 14 days of receiving items for an evaluation. Picture and detailed description of the damage/issue must be attached. When approved, Items must be mailed back for refund/return and must be unworn, undamaged, and in their original packaging. Puntillas Y Nudos reserves the right to refuse any refund/return where the product returned is not in its original condition. The customer is responsible for all shipping charges.

Exceptions / non-returnable items
Unfortunately, we cannot accept refunds/returns/exchanges on custom orders and digital downloads. Please get in touch if you have questions or concerns about your specific item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at puntillasynudos@gmail.com.