Política de reembolso

Return & Exchange Policy

Last Updated: 09/01/2025

At Esferalma, we want you to have a positive experience. If something doesn’t go as expected, we offer returns and/or exchanges under the following conditions:

1. General Window and Conditions

  • Request period: within 14 days of delivery (based on carrier tracking).
  • Item condition: unused, in new condition, with original packaging and all included accessories or promotional gifts (if any).
  • Prior authorization required: All returns or exchanges must be pre-approved via written authorization (RMA). Request it by emailing: support@esferalma.com with your order number.
  • Unauthorized returns: Packages sent without approval may be rejected or ineligible for refund.

2. Non-Returnable Items (Final Sale)

For hygiene, safety, or product-specific reasons, we do not accept returns on:

  • Opened or used consumable items (e.g., burned candles, opened herbs/incense, oils).
  • Personalized or made-to-order products.
  • Gift cards and digital downloads.
  • Items marked as final sale or clearance.

3. Damaged, Defective, or Incorrect Orders

  • Defects or damage: Report within 48 hours of delivery with clear photos of the product and packaging.
  • Wrong or missing items: Report within 48 hours with your order number and images.
    Once validated, we may offer a replacement, store credit, or refund depending on availability and your preference.

4. Exchanges

  • You may request an exchange for the same item (if in stock) or another of equal or greater value (paying the difference).
  • The customer is responsible for exchange shipping costs (unless it was our mistake).

5. Shipping Costs & Refunds

  • Original shipping costs are non-refundable (unless the error is ours).
  • Customers are responsible for return shipping (except for damaged or incorrect items).
  • If approved, refunds are processed to the original payment method after receiving and inspecting the return:
    • PayPal: Refunded to your PayPal account.
    • Manual payments (Zelle/Cash App): Refunded via PayPal or as store credit, depending on the case.
  • Processing may take 5–10 business days after receipt; your bank or card provider may take longer to reflect it.

6. Undelivered Orders / Incorrect Address

If a package is returned due to an incorrect or incomplete address, or repeated failed delivery attempts, we can reship it for an additional shipping fee.

Rejected or unclaimed packages may be treated as returns, minus shipping and handling costs.

7. Lost or Stolen Packages

  • If tracking shows “delivered” but the package is missing, contact us to open a claim with the carrier. We cannot guarantee replacement or refund until the investigation is completed.
  • Please use a secure delivery address and check with neighbors or building staff if needed.

8. How to Request a Return or Exchange

  1. Email support@esferalma.com with the subject: “Return/Exchange – Order #[YOUR NUMBER]”.
  2. Attach clear photos of the item (and packaging if damaged) and explain your reason.
  3. If approved, we will send return instructions (RMA) and the return address.
  4. Pack the item carefully in its original packaging, including the RMA reference.
  5. Share the return tracking number to speed up the process.

Note: Due to our dropshipping model, return addresses may differ from the original shipping warehouse. We will confirm the correct address upon approval.

9. Processing Timeframes

  • Initial email response: 24–48 business hours.
  • Return review after receipt: 3–5 business days.
  • Refund or exchange processing: up to 5–10 business days after review.

10. Service Area & Coverage

  • We currently ship to the continental United States (48 states). Orders to Alaska, Hawaii, or U.S. territories are not accepted.
  • For return/exchange inquiries, contact: soporte@esferalma.com

11. Disclaimer & Intended Use

Esferalma products are for spiritual wellness or decorative purposes only. They do not replace medical, legal, or psychological advice and do not guarantee specific results. Use is at the customer’s discretion.