Refund policy

RETURN POLICY

At Ibarra Imports, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your products, please review our Return Policy for guidance on the return process:

Return Window: We accept returns within 14 days of the date you received your order. After this 14-day period, we will be unable to process any returns.

Return Eligibility: To be eligible for a return, the following conditions must be met:

  • The return request must be made within 14 days of receiving the order.
  • The item(s) must be in new, unused, and resalable condition. This means that the product must be in the same condition as when you received it.
  • The item(s) must be returned in their original packaging, including any tags, labels, or protective materials.

Return Process: To initiate a return, please follow these steps:

  1. Contact our customer support team at hello@ibarraimports.com with the subject line "Return Request - [Your Order Number]."
  2. In your email, provide the following information:
    • Your full name
    • Your order number
    • A description of the item(s) you wish to return
  3. Await instructions from our customer support team. They will guide you on how to complete the return process.

Return Shipping Fees: Please note that the customer is responsible for all return shipping fees. We recommend using a shipping method that provides tracking and insurance, as we cannot be held responsible for items lost or damaged during return transit.

Refund Process: Once we receive the returned item(s) and confirm that they are in good, resalable condition, we will process your refund. The refund will be issued to the original payment method used when placing your order. The shipping price you paid when order was placed is non refundable. 

Non-Returnable Items: Certain items are non-returnable, including personalized or customized items and items marked as "final sale." These items are not eligible for returns or refunds.

Policy Updates: We reserve the right to update or modify our Return Policy at any time. Any changes will be posted on our website, and the updated policy will apply to all new orders placed after the policy update.


CANCELATION POLICY

We understand that sometimes plans change, and you may need to cancel your order. To ensure a seamless shopping experience, we have established a 24-hour cancellation policy for all orders placed on our website. Please review the following cancellation policy details:

Cancellation Window: You may cancel your order within 24 hours of placing it on our website. Orders canceled after this 24-hour window will not be eligible for a refund.

Cancellation Process: To cancel your order, please follow these steps:

Send us an email at hello@ibarraimports.com. You will receive a confirmation about your order being canceled. If you do not receive confirmation please call 702-321-1083.

Refund Process: Upon successful cancellation within the 24-hour window, we will process your refund as follows:

  • If you paid using a credit or debit card, the refund will be credited back to the original payment method.
  • If you paid using an alternative payment method (e.g., PayPal), we will refund the amount to your account.

Cancellation Fees: We do not charge any cancellation fees for orders canceled within the 24-hour window.

Exceptions: Please note that personalized or customized items cannot be canceled once the production process has begun. Additionally, items marked as "final sale" are not eligible for cancellation or refunds.

Policy Updates: We reserve the right to update or modify our cancellation policy at any time. Any changes will be posted on our website, and the updated policy will apply to all new orders placed after the policy update.

Thank you for choosing our Ibarra Imports! If you have any questions or concerns about our shipping policy, please don't hesitate to contact us.

MISSING PACKAGE POLICY

In the rare event that an item is shown as delivered but has gone missing, we have implemented the following policy to address such occurrences:

  1. Notification of Missing Items: If an item is marked as delivered but has not been received by the customer, we ask that the customer contacts us immediately to report the issue. This can be done through our customer support channels, including email or phone.

  2. Initiation of Claim Process: Upon receiving notification of the missing item, Ibarra Imports will initiate a claim with the relevant shipping carrier and/or insurance provider. This process ensures that we take proactive steps to investigate the situation and expedite resolution.

  3. Customer Cooperation: We kindly request the cooperation of the customer throughout the claims process. This may involve providing additional information or documentation to support the claim, such as proof of non-delivery or any relevant communication with the shipping carrier.

  4. Resolution Timeframe: While we understand the inconvenience of missing items, please note that the resolution timeframe may vary depending on the carrier and insurance provider's policies. We will make every effort to expedite the process and keep the customer informed of any updates or developments.

  5. Compensation or Replacement: Once the claim is successfully processed and resolved, Ibarra Imports will proceed with appropriate compensation or replacement of the missing item. This may include issuing a refund, providing a replacement product, or offering store credit, depending on the customer's preference and the circumstances of the case.

  6. Continued Support: Throughout the entire process, our dedicated customer support team will remain available to assist customers and address any concerns or inquiries they may have regarding the missing item or the claims process.