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Refund policy


If you are not satisfied with the products received in your order, you may, in accordance with the General Law for the defense of consumers and users, exercise your right to withdraw from the contract within fourteen (14) calendar days from the date you received them to return the entire order or, if you prefer, any of the products that make up the total order.


To formalize the return, you must contact El Hilo Rojo by email indicating the product or products to be returned, a detailed description of the reason for return and the order confirmation you received the day the purchase was made on our website. Upon receipt of such communication, El Hilo Rojo will tell you how to proceed to exercise this right.


The costs for returning the order to El Hilo Rojo (such as shipping costs through courier companies) will be assumed entirely by you, whether you return the entire order or you decide to return only some of the products of that order.


El Hilo Rojo is not responsible for the courier company you hire for the return of the order. In this regard, El Hilo Rojo recommends that you ask the courier company to provide you with proof of delivery once the courier has deposited the product at El Hilo Rojo's offices or warehouses, so that you have proof that the product has been correctly delivered to El Hilo Rojo.


The product must be unused and with all its labels, packaging and, if applicable, original documentation and accessories that came with it. If you fail to do so or if the product has been damaged in any way, you agree that the product may be subject to depreciation or that El Hilo Rojo may refuse the return.


If you decide to return the order in full and all of the above is met, El Hilo Rojo will refund you the full amount paid at the time of purchase except for the initial shipping costs to your address. If you only wish to return one or some of the products that are part of the order, El Hilo Rojo will refund the amount paid for those returned products excluding the initial shipping costs to your address that you paid for the entire order.


Once El Hilo Rojo receives the order and checks that it is in perfect condition, El Hilo Rojo will refund the amounts paid within 14 (fourteen) calendar days of receipt of the order. This refund will be made through the same means of payment you used in the initial transaction.


Please note that you will not be able to exercise this right of withdrawal with respect to: 

- Any product that has been manufactured in accordance with your specifications or has been clearly customized and made for you.

- Any sealed product consisting of underwear that has been unsealed after delivery and cannot be returned for hygiene reasons.


However, if you wish to exchange a customized product, please do not hesitate to contact us and we will come to an agreement. The most important thing for us is that your experience at El Hilo Rojo is positive before, during and after the purchase process.

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