Refund policy
At Andrés Otálora US, we strive to ensure your complete satisfaction with every purchase. If you are not entirely satisfied with your order, we are here to help.
1. HOW TO INITIATE A RETURN
If you wish to return an item, please contact us within 15 days of receiving your order.
Email: aventuramall@andresotalora.com
Store Phone: +1 (786) 367-8049
Address: Aventura Mall, Second Floor Space 2005, Miami, FL.
Please include your Order Number and the reason for the return. Our team will review your request and provide further instructions upon approval.
2. RETURN CONDITIONS
To be eligible for a return, items must meet the following criteria:
Full-Price Items Only: Only items purchased at full price directly from our US website or Aventura Mall store are eligible for returns.
Original Condition: Items must be unused, unwashed, and in the same condition as received.
Packaging & Tags: Products must be in their original packaging, including all accessories, documentation, and with all original tags attached.
Inspection: Items with stains, odors, damaged seals, or torn packaging will not be accepted. We reserve the right to deny a refund if the item does not meet these standards.
Final Sale: Returns are not accepted on promotional products, discounted items, or items purchased through third-party retailers.
3. RETURN SHIPPING COSTS
All shipping costs associated with returns or exchanges are the responsibility of the customer. Shipping fees are non-refundable. If a return is processed, the original shipping cost will be deducted from your refund.
4. DEFECTIVE, DAMAGED, OR INCORRECT ITEMS
If you receive an item that is defective, damaged, or incorrect, please contact us immediately at aventuramall@andresotalora.com with the following information:
Order Number
Proof of Purchase
Clear photos or video of the issue
Full shipping address and contact number
We will prioritize these cases to provide a replacement or a full refund.
5. EXCHANGES
We accept exchanges within 15 days of delivery, subject to inventory availability.
Only full-price items are eligible for exchange.
Customers are responsible for all shipping costs incurred during the exchange process.
To coordinate an exchange, please email us or visit our store at Aventura Mall.
6. REFUND PROCESS AND TIMELINE
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.
Refund Method: Approved refunds will be credited to your original method of payment.
Timeline: Please allow up to 10–15 business days for the refund to be processed by your bank or card issuer.
Sale Items: For items purchased on promotion, only store credit or exchanges may apply (shipping costs excluded).
7. ORDER MODIFICATIONS AND CANCELLATIONS
If you need to modify or cancel your order, please contact us immediately at aventuramall@andresotalora.com. Please note: Once an order has been packed or shipped, it cannot be modified or canceled.
