We hope you love what you ordered. In the event that you are not satisfied with your purchase, you may return your order for a full refund (applicable to non-sale items only) within 10 days of receipt. Please note that sale items are eligible for an exchange or store credit only.
If we notice an unusual pattern of returns activity that doesn't sit right: e.g. we suspect someone is actually wearing their purchases and then returning them, ordering and returning loads - way more than even our most loyal customer would order or the items returned don't match what you ordered - then we reserve the right to deactivate/terminate the account and any associated accounts and decline any future purchases. We may also cancel any unused store credits and reward points. If this happens to you and you think we've made a mistake, please get in touch with Customer Care and we'll be happy to discuss it with you.
What is the return procedure?
All items returned back to our facilities must be unworn and with all tags and labels attached. If an item is returned to us damaged, worn or in an unsuitable condition, we won't be able to give you a refund/store credit and we may have to send it back to you (and ask you to cover the delivery costs). All items are inspected on return. In order to receive a full refund/store credit, all items must be returned to us unworn/unused and in the same condition you received them with their original packaging and all tags and labels attached.
The easiest and most recommended way to ask for an RMA form is by emailing our return department at: firstname.lastname@example.org. The e-mail should include the following:
- Full Name - Order Number - Reason of Return
Once a request for an RMA is received, we'll respond to your e-mail with the return instructions, which are very easy to follow. Please note that we respond to RMA request emails only during the business hours.
If you are not very computer savvy, that is no problem. You can call our support line Monday to Friday from 9:00 am to 8:00 pm EST at 1-888-406-8922 OR INTERNATIONAL please call 1-514-344-0303 and ask for the RMA over the phone.
Please note, when RMA number is issued, you have 3 business days to mail back your return.
US/Canadian customers must request an RMA form and use their LOCAL post office to ship back returns at their expense.
All returns must have a valid tracking number. We are not responsible for lost or damaged returned merchandise.
International customers must request an RMA form and use their LOCAL post office to ship back returns at their expense.
All returns must have a valid tracking number. It's your responsibility to ensure that the parcel is properly packaged and that RMA label is visible on the outside of the package. We are not responsible for lost or damaged returned merchandise.
What is the exchange procedure?
In order to exchange a product, it is the same procedure as the RMA, but instead of getting a refund, we will send you the desired product. If there is a price difference, we will then make the necessary adjustments accordingly. The best way to exchange is to send us a quick email at email@example.com or give us a call and discuss the matter with one of our sales care team, we will always do our best to accommodate your best interest.
When and how do I get my refund?
The refund is issued as soon as the product is returned to our facilities. Please allow up to 5-7 business days for returned parcels to be inspected by our quality control team to ensure that all returned items adhere to our return policy. Once the inpection round is complete, you will be notified if your return was accepted or refused.
If accepted, then we will issue a refund to the original form of payment or issue a store credit(store credit is issued for sale items only). A confirmation e-mail will be sent to you as soon the refund is made. DeCabana.com will never charge you for any restocking fees.
If refused, you are entitled to receive the returned item back, however you will have to pay for the return shipping cost.
This policy was last updated and comes into immediate effect: May 18, 2023.
This policy is subject to change without prior notice.
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