Política de reembolso
Returns
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it — unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, please contact us at Marketing@theezen.com. Returns must be sent to the following address:
The Ezen Calle Patricio Sanz 1032, Interior 201 Colonia Del Valle Centro Alcaldía Benito Juárez C.P. 03100 Ciudad de México, México
(Between Calle San Borja and Av. Eje 6)
If your return is accepted, we’ll send you a return shipping label along with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return-related questions at Marketing@theezen.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. We will evaluate the issue and work to make it right.
Exceptions / Non-returnable Items Certain types of items cannot be returned, such as perishable goods (food, flowers, plants), custom products (special orders or personalized items), and personal care goods (beauty products). We also do not accept returns on hazardous materials, flammable liquids, or gases. Please contact us if you have questions about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges The fastest way to get what you want is to return the item you have. Once the return is accepted, make a separate purchase for the new item.
European Union 14-Day Cooling-Off Period Notwithstanding the above, if the merchandise is being shipped to the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification. As above, the item must be in the same condition you received it (unworn/unused, with tags, and in original packaging) with proof of purchase.
Refunds Once we receive and inspect your return, we will notify you whether the refund was approved or not. If approved, you will be automatically refunded on your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we approved your return, please contact us at Marketing@theezen.com.
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