Refund policy

Our return policy extends for 30 days: you have 30 days from the date you receive your piece to request a return.

To be eligible for a return, the item must remain in the same condition in which it was received — unworn, with its original tags, and in its original packaging. Your receipt or proof of purchase is also required.

To initiate a return, you may contact us at rocasycristales.web@gmail.com. Please note that returns must be sent to the following address: [INSERT RETURN ADDRESS]

Once your return is accepted, we will provide a return shipping label together with instructions on how and where to send your parcel. Items returned without a prior return request will not be accepted.

For any inquiry regarding returns, we remain at your disposal at rocasycristales.web@gmail.com.

Damages and issues
We invite you to inspect your order upon arrival and to contact us immediately should the item be defective, damaged, or incorrect, so that we may assess and resolve the matter without delay.

Exceptions / non-returnable items
Certain items cannot be returned, such as perishable goods (food, flowers, or plants), bespoke pieces (special orders or personalized items), and personal care goods (beauty products). We likewise do not accept returns of hazardous materials, flammable liquids, or gases. Should you have any question regarding a specific item, please contact us.

Regrettably, we cannot accept returns on sale items or gift cards.

Exchanges
The most efficient way to secure the piece you desire is to return the item you have and, once the return is accepted, place a separate order for the new piece.

European Union 14-day cooling-off period Notwithstanding the above, if your order is shipped within the European Union, you are entitled to cancel or return your order within 14 days, for any reason and without justification. As above, the item must remain in the same condition in which it was received — unworn, with its tags, and in its original packaging. Your receipt or proof of purchase is also required.

Refunds
We will notify you once we have received and inspected your return, and inform you whether the refund has been approved. If approved, the refund will be issued automatically to your original method of payment within 10 business days. Kindly allow additional time for your bank or credit card issuer to process and post the refund.
If more than 15 business days have passed since your return was approved, please contact us at rocasycristales.web@gmail.com.