Returns & Exchanges

Our greatest commitment is to your complete satisfaction. If you purchase a product from our store and, upon receiving it, identify a manufacturing defect, we guarantee your right to an exchange or refund in accordance with the terms below:

Product Dissatisfaction

You may request a return or exchange within 7 calendar days from the date of delivery.

Defective Product

If the product presents a manufacturing defect, you may request an exchange or refund within 30 calendar days from the date of delivery.

Order Cancellation

  • In the event of order cancellation initiated by LitorAlma, the payment will be refunded immediately upon confirmation of payment.

  • For cancellations due to an incorrect purchase, requests must be made within 24 hours of placing the order.

Requests for Cancellation, Exchange or Return

  • All requests must be made exclusively via email: support@litoralma.com

  • Requests made via WhatsApp or Instagram will not be accepted.

Exchange Due to Model Dissatisfaction

If the product has been delivered correctly but the customer does not like the model, an exchange may be requested within 7 calendar days of delivery.

In these cases, the return shipping cost will be the customer’s responsibility.

No Changes After Dispatch

Once an order has been dispatched, it will no longer be possible to make changes such as updating the delivery address or cancelling the order until it has been delivered.

When Does a Refund Not Apply?

Refunds will not be issued in the following situations:

  • Recipient not available to receive the parcel (three delivery attempts are made, followed by 7 calendar days for collection at a local Royal Mail depot or delivery partner facility)

  • Refusal to accept delivery of the parcel

  • Three unsuccessful delivery attempts, after which the parcel is held locally and later returned to the sender

  • Parcel not delivered due to address issues and not collected by the recipient

Please note: It is the customer’s full responsibility to ensure successful delivery of the order.

How to Request a Return or Exchange

The first step to request an exchange or return is to contact our Customer Support team by email:
📩 support@litoralma.com

Our team will provide instructions on how to proceed with the return.

Returns Due to Dissatisfaction

To be eligible for a return:

  • The product must show no signs of use

  • It must be returned exactly as received, including:

    • Original packaging (custom packaging)

    • External shipping packaging with label

If these conditions are not met, the return or refund will not be approved.

Once we receive the returned package, it will be inspected to ensure it meets the return conditions. After approval, our Customer Support team will contact you, and you may choose to:

  • Exchange for any other product available in our stock, or

  • Receive a refund for the product value only
    (Shipping costs are not refunded when the correct item has been delivered in perfect condition.)

Warranty

All products sold in our store are covered by a warranty, as described in our Warranty Policy.

To activate the warranty, the customer must send us a video of up to 1 minute clearly showing the issue. The product packaging must also appear in the video, as this is mandatory.

Alternatively, the customer may provide clear photos showing the defect, provided that the packaging is also visible in the images.