Refund and Return Policy
At Fajas Tributo, we understand the importance of customer satisfaction, and we always strive to ensure that our products are of impeccable quality. Due to the nature of our garments, which are considered intimate wear and often used for post-surgical purposes, our return policies are strict to ensure the hygiene and safety of all our customers.
General Conditions for Returns
Garment Condition and Usage: We only accept returns for garments that are in perfect condition, meaning:
No damages.
With original tags and packaging.
Free of odors and stains.
With all accessories intact.
Refunds:
If the return is accepted, a refund will be issued to the customer with a 30% deduction to cover production costs, and the customer will bear the shipping costs. The refund will be processed once the garment's condition is verified.
If any accessories are missing, the corresponding cost will be deducted.
Damaged or Poor Condition Garments:
If a returned garment shows any signs of damage or improper use (such as tears, permanent stains, cuts, fraying, burns, etc.), an additional charge of 10% to 50% of the product’s value will apply, depending on the extent of the damage or dirt.
Timeframes and Return Request Process:
The customer has 48 hours from the receipt of the garment to contact us and report any issues, providing visual evidence (photos and/or videos).
Once the support team approves the return, the customer must send the garment back within 2 business days following approval. The exchange or refund will only proceed when we receive the garment in perfect condition as mentioned above.
Important: If the customer does not respond to our shipping request within the specified timeframe (2 business days), the exchange or alteration of the garment will not proceed.
Sizing and Fit Issues:
Each customer is responsible for providing exact measurements when placing an order. If the measurements were not correctly taken, we do not assume responsibility, nor will we make exchanges.
If the garment does not fit correctly, the customer must report this within 48 hours, providing visual evidence (photos/videos). Our team will analyze the fit and, if necessary, coordinate a video call with our shapers (Customer Service) to verify measurements and advise on proper garment usage.
If the customer does not cooperate or does not provide the necessary proof, they may return the garment in perfect condition to receive a refund (less the 30% production costs and shipping costs). This must be done with prior approval from the shaper (Customer Service) and sent within 48 hours after return approval confirmation.
Important: If, after one week of receiving a response from the team, the customer does not cooperate or fails to provide the requested evidence, the case will be closed, and no exchange, refund, or adjustment of the garment will be made.
Additional Conditions:
Laundry: If the garment sent for alteration arrives with human fluids, stains, or bad odors, a $10 USD laundry fee will apply.
On-Hold Orders: If the customer leaves special notes or if information is missing from their order, it will be placed on hold until Customer Service verifies the details. If no response is received within a week, the order will be marked as completed, and the customer will receive a gift card for the total amount paid to place a new order later. If the customer later indicates they do not wish to receive the gift card and want a refund, 20% of the order amount will be deducted for administrative handling.
Shipping Policy: Shipping costs are non-refundable in any case.
Incomplete Returns: For example, if any accessory such as boards, extenders, or additional garments are missing, a corresponding deduction will be made in the refund amount.
Exceptions:
If any of the following garments fit incorrectly, we cannot exchange them: Outlet, Ready to Wear, Ab Boards, Sleeves, Vest, and Waist Trainer.
We only accept returns with prior approval. Without this approval, no exchange, refund, or alteration will be processed.
Photos and videos submitted as evidence will not be used for purposes beyond case resolution.
The customer must send the product back within 48 hours after receiving approval from the shapers (Customer Service).
Cancellation Policy
Cancellations During Production:
If you decide to cancel your custom garment or vest order once production has begun, a 30% deduction from the total amount will be applied to cover production handling costs. If changes are required in the order once production has started, an additional fee will be applied, depending on the nature of the requested modification.
Cancellations of Stock Products and Ready to Wear Line:
For orders of stock products, the Ready to Wear line, waist trainers, accessories, Outlet items, and abdominal boards, if you decide to cancel after the order has been confirmed, a 20% deduction from the total amount will apply to cover management costs.
Cancellations During Shipping:
If you cancel your order after it has been shipped or during the shipping process, the shipping costs will not be refunded. You may also be responsible for additional charges that apply for DHL/UPS/FedEx to redirect or return your package.
Chargebacks:
In the event that a customer initiates a chargeback on an order that is in production or transit, the order will be put on hold and/or redirected until we receive notification on the case resolution. Please note that this process can take up to 3 months. We recommend contacting us before initiating a chargeback.
Right to Refuse and Communication Policy:
We reserve the right to issue refunds when deemed necessary. Additionally, we reserve the right to cease communication with a customer if we detect hate speech or disrespectful and offensive behavior toward our team. We do not tolerate such behavior under any circumstances.