Cancellation & Return Policy

HOW DO I RETURN AN ITEM?

If you are not happy with your purchase and wish to return an item, please contact us within 14 days from receiving your order.

Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.

Only items purchased directly from Salaterra will be accepted. For products purchased from authorized retailers, please get in touch with them directly for returns. 

Returned items must be in original packaging, including any accessories, manuals, and documentation.

The return costs related to returns with reasons other than breakage or incorrect product will be borne by the customer to our international warehouse, the address of which will be provided by the customer service. The refund will be issued once it has arrived at our warehouse and its quality has been verified.

Returned items must be unused, in the same condition that we sent it to you, and in their original packaging. Stains, folded cards, broken seals/ plastic foiling broken will not be accepted. If the condition of the product shipped back to us is not in acceptable condition we reserve the right to not refund or exchange. Products that have been personalized cannot be refunded or exchanged.

Non-returnable items include items purchased through retailers, incorrect products purchased, and damaged products through customer mishandlin. 

Returns made without receipt may be refused. Salaterra reserves the right to deny any return.

The cancellation of the order must be made within 2 hours after the order is placed.

Please note that orders and products that have been customized at the customer's request, such as the selection of a specific fabric, material, or measurement, cannot be canceled or returned once the production process has commenced, which begins within 3 business days from the payment date.

The customer must provide us with a correct and complete delivery address. In the event that this is not the case, we are not liable for attributable delays. In this case, if the transport company returns his order, the customer will not be able to cancel his order. The customer will have to provide us again a complete and valid address in which to receive their order.

 

WHAT IF THE ITEM(S) I RECEIVED ARE DEFECTIVE/INCORRECT/DAMAGED?

Did you receive a faulty unit, or the wrong product? Simply not satisfied with your order?

Please contact our Customer Support team to start the return process in the next 14 days after the reception of your order. Please include the following information:

• Order number

• Proof of purchase

• Video or photo of the faulty product (if applicable)

• Complete delivery address

In some cases, you may be required to include a video or photo of the defective product for proof in order to refund or replace the product.

For products crafted from wood or other repairable materials that have arrived in a damaged or defective condition, our first course of action will be to arrange for professional repair services. We will cover all service and repair expenses. However, if, for technical reasons related to the product, the issue cannot be adequately resolved through repair, we will promptly initiate a refund for your purchase. Your satisfaction is our priority, and we are committed to ensuring your products are in excellent condition.

HOW LONG IS THE RETURNS PROCESS?

Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.

For non-defective items, refund excludes all shipping and handling fees.

The charges corresponding to the return shipments to our warehouse in China will be assumed by the consumer.

 

WHEN WILL I RECEIVE MY REFUND?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 14 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

If you haven't received a credit for your return yet, here's what to do:

Contact the bank/credit card company. It may take some time before the refund is posted to your account.

HOW DO I CHANGE OR CANCEL MY ORDER?

Please contact us as soon as possible if you need to modify or cancel your order. Make sure to provide your order number and the modification you would like to do and we’ll confirm once the modification has been made. Please note that any orders that have started its production already, have been packed or shipped cannot be modified or cancelled.

If you wish to cancel your order, you must do so within 2 hours after the order is placed.

Salaterra reserves the right to not cancel orders after this time.

In the event that Salaterra exceptionally accepts the cancellation of an order requested after the 2-hour window, the customer must bear the processing fees charged to Salaterra by the payment gateway for handling the funds related to said order. Therefore, the refund amount will be the total paid by the customer minus the mentioned processing fees