Return, Refund, and Warranty Policy
At **Huellx.com**, we want you to enjoy every purchase with peace of mind. If you experience any issues with your order, our customer service team will be happy to assist you.
Before initiating any return, exchange, or warranty claim, it is mandatory to contact our customer service first. Returns sent without prior authorization may not be accepted.
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# 1. Returns Due to Dissatisfaction (7 Days)
If the product does not meet your expectations, you may request a return within **7 calendar days of receiving your order**.
To accept the return, the product must meet the following conditions:
* Unused.
* Free from wear, stains, and damage.
* All original tags and accessories must be present.
* Returned in its original packaging, including the shipping box if available.
Upon receipt of the product, our team will inspect it to verify that it meets the return conditions.
If the return is approved, you may choose between:
* Exchanging the product for another product from our store.
* Receiving a refund of the purchase amount.
**For returns due to personal reasons (such as size, color, model, or change of mind), the shipping costs for the return are borne by the customer.**
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# 2. Products with Manufacturing Defects (30 Days)
If the product has a manufacturing defect, you can request assistance within **30 calendar days of receipt**.
Examples of covered defects:
### Shoes
* Detached sole.
* Open seams.
* Tears in the material.
* Visible manufacturing defects.
* Damaged hardware.
### Leather Bags
* Defective zippers.
* Missing accessories or parts.
* Damaged hardware.
* Open seams.
* Visible leather defects caused during production.
After reviewing the evidence, we may offer one of the following solutions:
* Product replacement.
* Shipment of missing parts (if possible).
* Partial refund.
* Full refund, depending on the situation.
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# 3. Damage During Transport or Incorrect Products (24 Hours)
If, upon receipt of your order, you notice any of the following:
* Broken or damaged shoes.
* Visible scratches on the leather.
* Missing accessories or parts.
* Incorrect product.
* Packaging damaged during transport.
Please contact us **within 24 hours of delivery**.
To expedite the service, we ask you to provide the following:
* A video of the package unboxing (highly recommended).
* Photos of the product.
* Photos of the outer packaging.
* Photo of the shipping label.
**Claims submitted after 24 hours may be rejected, as it can no longer be determined whether the damage occurred during transport or after delivery.**
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# 4. 90-Day Warranty
All our products come with a **limited 90-day warranty**, starting from the delivery date.
The warranty covers manufacturing defects only under normal use.
To claim warranty service, you must send the following:
* A video of up to 1 minute clearly showing the problem.
* Or clear photos of the defect.
* If possible, photos of the original packaging or the order number.
Our team will review the information and provide the best possible solution.
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# 5. Warranty Exclusions
The warranty does not apply in the following cases:
* Damage caused by misuse.
* Normal wear and tear from daily use.
* Damage caused by moisture, chemicals, or improper cleaning.
* Repairs performed by third parties.
* Product modifications.
* Cuts, scratches, or damage caused by external objects.
* Damage caused by pets or accidents.
* Claims submitted outside the warranty period.
For products made of genuine leather, slight variations in texture, color, or natural grain are inherent characteristics of the material and **are not considered manufacturing defects**.
---# 6. Refunds
Once the returned product has been received and inspected, we will notify you of the outcome of the inspection.
If the refund is approved, it will be processed using the same payment method used for the purchase.
Depending on your bank or financial institution, the refund may appear in your account within approximately **5 to 10 business days**.
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#7. Return Process
1. Contact our customer service.
2. Provide your order number and explain the reason for your request.
3. Send the necessary photos or videos.
4. Wait for authorization and the return address.
5. Ship the product.
6. Upon receipt and inspection, we will process the exchange or refund.
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#8. Customer Service
Do you have questions about your order, returns, warranty, or refunds? Our team is ready to help you.
Our goal is to provide you with a safe, fast, and reliable shopping experience.