Refund policy
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, unused, unopened, and in its original packaging. You will also need the receipt or proof of purchase.
Because El Catrin products are personal care and fragrance products, opened or used products cannot be returned for hygiene and safety reasons.
To start a return, contact us at info@ElCatrinbrand.com.
If your return is accepted, we will provide instructions on how and where to send your package. Items sent back to us without first requesting and receiving return authorization will not be accepted.
You can always contact us with any return questions at info@ElCatrinbrand.com.
Damages and Issues
Please inspect your order when it arrives and contact us as soon as possible if your item is defective, damaged, or if you receive the wrong product.
Please include your order number and, when possible, photos of the damaged or incorrect item so we can evaluate the issue and make it right.
Exceptions / Non-Returnable Items
For health, hygiene, and safety reasons, we cannot accept returns on opened or used personal care, fragrance, or cosmetic products.
We also cannot accept returns on:
- Gift cards
- Final sale or clearance items
- Personalized or custom products
- Products that have been damaged after delivery
- Items returned without their original packaging
If you have questions about whether your item is eligible for return, please contact us at info@ElCatrinbrand.com before sending anything back.
Exchanges
The fastest way to receive a different item is to return the eligible item you currently have. Once the return is accepted, you can place a separate order for the new item.
Refunds
We will notify you once we have received and inspected your return and let you know whether your refund has been approved.
If approved, your refund will be issued automatically to your original payment method within 10 business days.
Please keep in mind that your bank or credit card company may require additional time to process and post the refund to your account.
If more than 15 business days have passed since we approved your refund and you have not received it, please contact us at info@ElCatrinbrand.com.