Refund policy
Cancellation and refund policy
LAST UPDATED: Friday, December 20, 2024
Welcome to PERRITA!
We strive to provide our customers with a satisfying experience when purchasing Products from our online store. However, we understand that there may be circumstances where customers need to cancel orders or request refunds. Our Cancellation and Refund Policy (the “Cancellation and Refund Policy”) is designed to ensure transparency, fairness, and clarity in your interactions with our Website. When you purchase our Products, we want to ensure that your experience with Perrita is as enjoyable as possible.
Please read our Refund and Cancellation Policy before using our Website. All Products may not be eligible for returns, replacements or cancellations.
We reserve the right to update or modify this Cancellation and Refund Policy at any time. All changes will be effective immediately upon posting the updated policy on our Website.
Terms not defined in this Cancellation and Refund Policy shall have the same meaning as assigned in the Terms and Conditions published on the Website.
By making a purchase on our website, you acknowledge that you have read, understood, and agreed to be bound by the terms and conditions of this Cancellation and Refund Policy.
1 order cancellation
1.1 By Company. We reserve the right, at our sole discretion, to refuse or cancel any order for any reason whatsoever. Some situations that may result in a Customer's order being cancelled include, without limitation, non-availability of the Product or quantities ordered by the Customer. In the event that we make a change to or cancel an order, we will attempt to notify you by contacting the e-mail and/or phone number provided at the time the order was made on our Website. All such cancellations shall be made without any recourse to the Customer and without any liability to us.
1.1.1 If a Customer's order is cancelled, after the payment has been processed, the said amount, less any applicable transaction fees, will be reversed/remitted to the Customer either to the bank account provided by the Customer for such reversal or to the payment instrument of the Customer from which payment was made. We shall have the sole discretion to determine the mode of reversal.
We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by resellers or distributors.
1.2 By Customer. A customer may cancel their order within twenty-four (24) hours of placement, provided that the order has not yet been shipped or processed. We reserve the right to accept or reject requests for order cancellations for any reason whatsoever. To initiate a cancellation, a cancellation request must be submitted to our customer support team via email at contacto@perrita.com, with the subject line: "Order Cancellation Request | Order No. [INSERT ORDER NUMBER]" and must include:
a. Your full name and registered email address;
b. The order number and purchase date;
c. The Product name and ID (if available); and
d. A detailed reason for cancellation of order.
Any request that does not comply with these conditions may be rejected promptly.
1.2.1 Upon receipt and verification of your request, we will, at our sole discretion:
a. Approve or reject the cancellation request based on our internal policies; or
b. Notify you if the order has already been shipped or processed, in which case the order cannot be cancelled.
1.2.2 You agree not to dispute Perrita’s decision regarding the cancellation. Failure to comply with the terms outlined herein may result in the denial of your cancellation request.
Please note that in the event that your order has been shipped or processed, you may return the Product(s) in accordance with this Cancellation and Refund Policy.
2 Return, exchange, and refund process
2.1 Defective Product. If you receive a defective or damaged Product, you must notify us immediately upon receipt of the Product and in no event later than forty-eight (48) hours from the date of delivery.
2.1.1 A defective or damaged product refers to any Product that is genuinely faulty due to a manufacturing flaw that prevents it from functioning as intended. Minor imperfections that do not impair the use or performance of the Product are not considered defective under this policy. The following products may be considered defective or damaged:
a. Product where a component is broken or malfunctioning;
b. Product with stitching or structural issues that affect safety or usability;
c. Product with zippers, buttons, or velcro closures that fail to work;
d. Product with buckles that fail to fasten or secure properly;
e. Product that needs electricity to operate but fails to connect or work;
f. Product with visible cracks that compromise its functionality.
Please note that the list above isn't comprehensive. When you notify us of a defect, we reserve the right, at our sole discretion, to determine whether the Product is defective.
2.1.2 All defective Product notifications must be made through an email sent to contacto@perrita.com with the subject line: “Defective Product Notification | Order No. [INSERT ORDER NUMBER]”, and must include:
a. Your full name registered email address;
b. The order number and purchase date;
c. The Product name and ID (if available);
d. A detailed description of the defect or damage; and
e. A clear photographic or videographic evidence of the damaged product.
Any request that does not comply with these conditions may be rejected promptly.
2.1.3 Upon receipt and verification of your claim, we will, at our sole discretion:
a. Issue a full refund of the purchase price, less any applicable transaction fee;
b. Provide an exchange for the same or a comparable product, subject to availability; or
c. Offer you store credit in accordance with our policy.
2.1.4 We reserve the right to request the return of the defective or damaged product as a condition of processing your refund or exchange. All returns must comply with the return instructions we provided, and failure to do so may result in a delay or denial of your claim.
2.1.5 Once we receive your Product, we will conduct a quality check. Please note that Products showing signs of misuse, intentional damage, or damage caused by circumstances outside our control may not be eligible for a refund or exchange. Failure to report the defect or damage within the above specified time frame may result in the denial of your claim.
2.2 Return for Store Credit or Exchange. If you wish to return the Product for store credit or exchange it for any reason (e.g., fit, style, etc.), you may do so within fourteen (14) days of receiving your order. To qualify for a return, the Product must meet the following conditions:
a. It is unused, undamaged, and in its original condition;
b. It is returned in the original packaging, including all tags, labels, and accessories.
2.2.1 To begin the return process, you must contact us within the above-mentioned timeline through an email sent to contacto@parrita.com with the subject line: ”[CREDIT/EXCHANGE] Notification | Order No. [INSERT ORDER NUMBER]”, and provide the following details:
a. Your full name and registered email address;
b. The order number and purchase date;
c. The Product name and ID (if available);
d. The reason for the return; and
e. Any supporting documentation or photographs, if applicable.
Any request that does not comply with these conditions may be rejected promptly.
2.2.2 Upon receipt and verification of the returned Product, we will, at our discretion:
a. Issue store credit equal to the original purchase price; or
b. Process an exchange for the same or similar product, subject to availability.
2.3 Please note the following:
a. You shall be responsible for covering the cost of any return shipping unless otherwise stated or agreed upon.
b. Store credit may be subject to specific terms and conditions, including expiration dates or limitations on its use, which will be communicated to you at the time of issuance.
c. Exchanges are subject to stock availability, and we reserve the right to issue store credit if the requested item is no longer available.
d. Returns that do not comply with the stated conditions or are received beyond the fourteen (14) day period may be rejected. Alternatively, you have the option of getting the Product shipped back to you at your own cost.
Please do not hesitate to contact us with any further questions or need any assistance.
2.4 Refund Process. Upon receipt of the returned Product, we shall inspect and assess its condition to confirm compliance with the return conditions set forth in Clause 2 above. This includes ensuring that the Product is unused, in its original condition, and accompanied by all original packaging, tags, labels, and accessories. Refund will only be processed after the verification and inspection confirm that the returned Product meets our return criteria.
2.4.1 We will make reasonable efforts to process the refund within fourteen (14) working days from the date of approval of the refund request. The refund shall be issued either to the bank account provided for such refund or to the same payment method used for the original purchase. We reserve the right to determine the mode of refund. Please note that the time required for the refunded amount to reflect in the source payment account may vary depending on the payment method utilised and the policies of the financial institution involved.
2.4.2 Customers shall be notified of the initiation of the refund process via email or other communication channels provided during the purchase process once the refund has been initiated. Should you have any questions or concerns regarding the status of your refund, you are encouraged to contact our customer support team for assistance.
2.5 No Refunds. Refunds shall not be issued under any of the following circumstances:
a. Where the Product has been damaged due to any attempts at repair undertaken by you or any third party not authorised by us;
b. Where the Product has been used, altered or not in its original condition;
c. Where the return request is made due to a change of preference, including but not limited to dissatisfaction with size, colour, style, or other non-defective attributes of the Product, and where such reasons fall outside the return conditions specified in Clause 2;
d. Where the Product has been specifically created or personalized to your order;
e. Where you are unable to provide adequate proof of purchase, including but not limited to a receipt, invoice, or order confirmation evidencing the transaction with us.
Please note the list above isn't comprehensive.
In any of the above cases, our decision regarding the eligibility for a refund shall be final and binding. For any disputes or further clarification regarding our refund policy, you are advised to contact our customer support team
3.1 Delivery of Product. After you place an order, you will receive an e-mail from us acknowledging that we have received your order ("Order Confirmation").
3.1.1 After your order has been processed, your order will be sent according to the selected shipping method. You will receive a shipping confirmation email once your order has been dispatched, including a tracking number to monitor the delivery status (the “Shipping Confirmation”).
3.1.2 The estimated delivery date specified in the Shipping Confirmation is provided as a general timeline and is not guaranteed. Any delay in delivery due to unforeseen circumstances, including but not limited to Force Majeure Events, shipping disruptions, or other external factors beyond our control, shall not be our liability. We shall not be held responsible for delays caused by third-party shipping companies or other external circumstances once the Products have been dispatched.
3.1.3 Delivery shall be considered completed once the Products are delivered to the address you provide us. At that point, the Products shall be your responsibility. Ownership of the Products shall transfer to you once we have received full payment.
3.1.4 Price of Products and delivery charges. The prices of the Products will be as quoted on the Website at the time of placing an order. We take all reasonable care to ensure that the prices of Products are correct when the relevant information is entered into the system. However, if we discover an error in the price of the Product(s) you ordered, we will notify you immediately.
3.1.5 Prices for our Products are subject to change at any time but such changes will not affect any order which we have been confirmed with an Order Confirmation. All applicable charges, including delivery fees, taxes, and any other relevant charges, will be clearly displayed at the time of order placement. Notwithstanding the foregoing, shipping duties, import taxes, and other fees may not always be accounted for at checkout. These additional charges are beyond our control and are your responsibility upon receipt of the order.
3.2 Change Of Delivery Address. We reserve the right to accept or deny any request for a change to the delivery address, which may only be accommodated if the order has not been dispatched. Once the order has been dispatched, we shall not be liable for any delivery delays or issues resulting from incorrect or outdated address information.
3.3 Products Out Of Stock. If a Product is out of stock, we will hold your order and wait for the Product to become available before dispatching it. Any Products that are available in the order will be shipped separately. The out-of-stock Product shall be dispatched as soon as it becomes available.
4 Contact Information
For any inquiries, including refund-related concerns, you can reach out to SG Luxury Enterprises LLC customer support at:
· Email: contacto@perrita.com
· Phone: +33 7 67 17 78 58