Return policy
If you are not satisfied with your purchase and wish to return an item, we offer free returns*.
Contact us by email atclientes@elcolmadodemorgan.com, indicating the order number and the reason for your return. Please note that you have a period of 14 days from receipt of your order to make a return. After this time, your product will not be accepted for return.
*If the product is exchanged or returned because you do not like it or cancel your purchase, you must pay the shipping costs.
If the product is not in optimal condition, the shipping costs are paid by El Colmado de Morgan within a period of 14 days from the original delivery. If it has exceeded 14 days, the shipping costs are paid by you. In this case we will proceed to replace the defective product with another identical one in perfect condition.
Our customer service team will review the return request and send further instructions if the return is approved.
Discounted items are considered non-returnable sales and cannot be returned or exchanged.
Gift items with products are exempt from exchange or return.
Returned items must be in their original packaging, sealed and have no visible signs of packaging opening, use or wear.
Returned items must be unused, in the same condition in which we sent them to you, and in their original packaging. Stains, bent cards, broken seals or torn plastic sheets will not be accepted.
If the condition of the product sent back to us is not in acceptable condition, we reserve the right not to return it or exchange it.
Products that have been personalized cannot be refunded or exchanged.
El Colmado de Morgan reserves the right to deny any return.
WHAT DO I DO IF THE PRODUCT RECEIVED IS DAMAGED OR INCORRECT?
Please contact our customer service team at clients@elcolmadodemorgan.com to start the return process. Please include the following information:
● Order Number
● Proof of Purchase
● Video or photo of the product to be returned (if applicable)
● Complete shipping address
● Telephone number
In some cases, you may be asked to include a video or photo of the defective product as proof in order to refund or replace the product.
HOW LONG DOES THIS PROCESS TAKE?
Processing returns may take up to 14 business days from the day we receive your return. We will send you an email to confirm once your return has been processed.
For returned items, a full refund will be credited for the returned products. For non-defective items, the refund excludes all shipping and handling charges.
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 your card-issuing bank if you have any 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 you should do: Contact your bank or credit card company. It may take some time before the refund is credited to your account.
HOW CAN I CHANGE OR CANCEL AN ORDER?
We allow you to modify the details of an order or cancel it within 12 hours of purchase. To do this, send an email to our addressclients@elcolmadodemorgan.com indicating your order number and your purpose, our service will be happy to help you.