Política de reembolso

Thank you for shopping with Alma de Azúcar. Because our products are handcrafted in small batches and include personal-use, home-fragrance, and body-care items, all sales are final.

Please review product descriptions, fragrance details, sizes, ingredients, care instructions, and your shipping information carefully before completing your purchase.

No Returns, Exchanges, or Refunds

Alma de Azúcar does not accept returns or exchanges and does not issue refunds for:

Changes of mind
Fragrance preferences
Ordering the wrong product, fragrance, color, size, or quantity
Products that have been opened, used, tested, burned, melted, sprayed, or otherwise handled
Products purchased as gifts
Natural variations in color, shape, texture, fragrance, or appearance
Minor imperfections resulting from the handmade nature of our products
Products damaged because of improper use, handling, storage, or failure to follow the provided care and safety instructions
Orders shipped to an incorrect or incomplete address provided by the customer
Packages marked as delivered by the shipping carrier

All products purchased from Alma de Azúcar are considered final sale.

Handmade Product Variations

Every Alma de Azúcar product is handcrafted with care. Due to the handmade nature of our candles, wax melts, bath salts, floral arrangements, and other products, slight variations may occur in color, shape, placement, texture, weight, fragrance intensity, or overall appearance.

These natural variations make each product unique and are not considered defects or grounds for a return, exchange, replacement, or refund.

Damaged, Defective, or Incorrect Items

Although we do not accept returns, we want to make sure that you receive the correct products in acceptable condition.

Please inspect your order immediately after delivery. If your order arrives damaged, defective, or contains an incorrect item, contact us within 48 hours of the carrier’s recorded delivery time at:

almadeazucar.shop@gmail.com

Your message must include:

Your full name
Your order number
A description of the problem
Clear photographs of the item
Photographs of the shipping box or mailer
A photograph of the shipping label
Photographs showing any visible damage to the packaging

Please keep the product and all original packaging until the claim has been reviewed. Do not discard, use, burn, melt, spray, wash, or alter the product.

Claims submitted more than 48 hours after delivery, without the required photographs, or after the product has been used or altered may not be eligible for assistance.

If the claim is approved, Alma de Azúcar will determine the appropriate resolution based on the circumstances. The resolution may include a replacement of the same item, a comparable replacement, store credit, or a refund when appropriate or required by applicable law.

Submitting a claim does not guarantee that a replacement, store credit, or refund will be issued.

Products Affected by Heat

Candles and wax melts are sensitive to high temperatures. Customers are responsible for monitoring tracking information and retrieving packages promptly after delivery.

Alma de Azúcar is not responsible for melting, softening, sweating, discoloration, fragrance changes, or other heat-related damage that occurs after the carrier has completed delivery, including packages left outdoors, inside mailboxes, on porches, in vehicles, or in other hot environments.

If a product arrives damaged because of conditions during transportation, please follow the damaged-item claim process described above and contact us within 48 hours.

Lost, Stolen, or Delivered Packages

Alma de Azúcar is not responsible for packages that are lost or stolen after the shipping carrier marks them as delivered.

If tracking shows that your package was delivered but you cannot locate it, please:

Check the delivery location and surrounding areas.
Ask members of your household or neighbors.
Contact the shipping carrier directly.
Allow up to 48 hours, as some carriers may mark packages as delivered before completing delivery.

We will provide available shipment information to assist with a carrier claim, but we cannot guarantee a replacement or refund for packages confirmed as delivered.

Incorrect Shipping Information

Customers are responsible for entering a complete and accurate shipping address at checkout.

Alma de Azúcar is not responsible for orders delayed, lost, returned, or delivered incorrectly because the customer provided an incomplete or incorrect address.

If an order is returned to us because of an address error, refusal, failure to retrieve the package, or an unsuccessful delivery attempt, the customer may be responsible for any additional shipping costs required to resend the order. Original shipping charges are non-refundable.

Order Changes and Cancellations

We begin processing and preparing orders as quickly as possible. Contact us immediately if you need to request a change or cancellation.

Order changes and cancellations are not guaranteed. Once an order has entered production, preparation, packaging, or fulfillment, it cannot be changed or canceled.

Custom, personalized, made-to-order, and special-request products cannot be canceled after production has begun.

Shipping Charges

Shipping charges are non-refundable, except when required by applicable law or when Alma de Azúcar determines that an error occurred on our part.

Any additional shipping costs resulting from an incorrect address, refused delivery, returned package, or customer-requested reshipment are the customer’s responsibility.

Unauthorized Returns

Do not mail or deliver products back to Alma de Azúcar without written authorization.

Because we do not accept returns, packages sent to us without authorization may be refused, returned to the sender, or discarded. Alma de Azúcar is not responsible for unauthorized return shipping costs or lost unauthorized packages.

Chargebacks and Payment Disputes

Customers are encouraged to contact us before filing a chargeback or payment dispute so that we have an opportunity to review and address the issue.

Fraudulent or abusive chargebacks may be disputed using order records, tracking information, delivery confirmation, communications, photographs, and acceptance of this policy at checkout.