Return policy
At plandonostia, we want you to be completely satisfied with your purchase. If for any reason you are not happy with the items you received, we offer a straightforward return policy to ensure a hassle-free experience. Please read the following terms carefully to understand our return requirements, process, and exceptions.
1. Eligibility for Returns
To be eligible for a return, your item must be in its original condition, unused, and with all original tags, labels, and packaging intact. This includes no signs of wear, tear, stains, or damage caused by the customer. Swimwear, intimate apparel, and personalized or custom-made items are non-returnable for hygiene and customization reasons, unless they are defective or damaged upon delivery. Additionally, clearance or final sale items marked as "non-returnable" cannot be returned or exchanged. Please inspect your order carefully upon receipt to confirm that the items match your order and are free from defects.
2. Return Window
You may initiate a return within 30 days from the date you receive your order. Returns requested after this 30-day period will not be accepted or processed. To ensure your return is within the eligible timeframe, we recommend inspecting your items promptly upon delivery and initiating the return process as soon as you decide to send the items back. We do not extend the return window for any reason, including delayed delivery due to shipping carrier issues, so please plan accordingly.
3. Return Process
To initiate a return, please follow these steps: First, contact our customer service team using the contact details provided below to request a return authorization (RA) number. Please include your order number, the name of the items you wish to return, and the reason for the return in your request. Once your return is approved, we will send you an RA number and detailed return shipping instructions. Second, package the eligible items securely, ensuring they are protected during transit, and include a copy of your order confirmation or packing slip inside the package. Clearly mark the RA number on the outside of the package (failure to include the RA number may result in delays or rejection of your return). Third, ship the package back to us using the shipping method specified in our return instructions. We recommend using a trackable shipping service and retaining the tracking number for your records, as we are not responsible for lost or damaged return shipments.
4. Refund and Exchange Process
Once we receive and inspect your returned items (typically within 3-5 business days of delivery to our warehouse), we will notify you via email to confirm whether your return is approved. If approved, refunds will be processed to your original payment method within 5-7 business days. Please note that the original shipping costs are non-refundable, and you will be responsible for the return shipping costs, unless the return is due to a defect in the item or an error on our part (e.g., sending the wrong item). For exchanges, if the item you wish to exchange for is in stock, we will ship the new item to you once we confirm the returned item is eligible. If the requested exchange item is out of stock, we will issue a refund instead. Refunds may take additional time to appear in your account depending on your bank or payment processor’s processing times.
5. Defective or Damaged Items
If you receive an item that is defective, damaged, or incorrect (e.g., wrong size, color, or style) upon delivery, please contact our customer service team within 7 days of receipt. Provide your order number, photos of the defective/damaged item, and a detailed description of the issue. We will review your claim and, if approved, offer a full refund, free exchange, or free replacement, at your option. We will cover the cost of return shipping for defective or incorrect items, and we may provide a prepaid shipping label for your convenience. Please do not return defective or damaged items without first contacting us, as this may delay the resolution process.
6. Exceptions and Limitations
We reserve the right to refuse any return that does not meet the eligibility criteria outlined in this policy, including items that are worn, damaged, missing tags or original packaging, or returned after the 30-day window. In such cases, the items may be shipped back to you at your expense, or we may dispose of them at our discretion. We do not offer refunds for items that have been altered, washed, or used in any way. Additionally, we are not responsible for any items returned without prior approval or an RA number. If you return an item that is not eligible for a refund but you believe there are extenuating circumstances, please contact our customer service team to discuss your situation, and we will review it on a case-by-case basis.
7. Contact Us for Returns
If you have any questions about our return policy or need assistance with initiating a return, please contact our customer service team:
Email: plandonostia@outlook.com
Address: 123 Fashion Avenue, Style District
Phone: +1 (555) 123-4567
Our team is available to assist you with your return inquiries during our business hours, and we will respond to your request as promptly as possible.