Returns & Exchanges
We want you to feel confident shopping with us. Below you’ll find everything you need to know about changes, returns, and warranties—clear, simple, and transparent.
This policy applies exclusively to products purchased through our official website www.juandedios.com. Purchases made through authorized distributors must follow the distributor's own return and warranty policies.
- Warranty (Defetive Products)
Products are covered against manufacturing defects for ten (10) days from delivery.
To apply for warranty, the product must be unused, unworn, unwashed, unaltered, and with all original tags and packaging intact.
If approved, Juan de Dios may repair or replace the product, subject to availability.
If repair or replacement is not possible, a full refund will be issued.
Warranty does not cover normal wear and tear, improper use or care, incorrect washing, color fading due to sun or chemicals, or removal of labels.
2. Returns, Exchanges & Refunds (Non - Defective Products)
Eligible items may be returned, exchanged or refunded under the same conditions, provided that:
• The request is made within fifteen (15) calendar days from delivery
• The item is unused, unworn, unwashed, and in original condition
• All tags, labels, and hygiene liners remain intact
• The product is not marked as Sale or Final Sale
Return shipping costs are the responsibility of the customer.
Once the returned item is received and approved, the customer may choose between:
• Exchange (subject to availability)
• Store credit (valid for 3 months)
• Refund to the original payment method
If an exchange item is unavailable, the customer may select another item of equal or higher value (paying the difference), or choose a refund or store credit.
3. Refund Processing
Approved refunds will be processed within up to fifteen (15) business days after the returned item has been received and approved.
Refunds are issued to the original payment method. Processing times may vary depending on the payment provider.
4. Sale & FInal Sale Items
Products marked as Sale or Final Sale are not eligible for returns, exchanges, or refunds. No exceptions apply.
5. Product Care
Juan de Dios garments are delicate. Failure to follow the care instructions on the product label voids eligibility for warranty, returns, exchanges, or refunds.
6. How to Request a Return, Exchange or Refund
Requests must be sent to customercare@juandedios.co within 15 days of delivery, including:
• Full name
• Order number
• Product reference
• Reason for request
Photos or videos showing the condition of the item are recommended.
Items returned without approval or not meeting the conditions above may be rejected and returned at the customer’s expense.
7. Abusive Returns
Juan de Dios monitors return activity. Excessive or abusive return behavior may result in refusal of future returns or account suspension.
8. International Shipping & Customs
- - All international orders ship via DHL Express.
- - Duties and import taxes are the customer’s responsibility (except orders shipped to the United States, where duties are included).
- - If customs fees are refused, reimport costs will be deducted from the original total payment and the remaining balance, will be issued as store credit.
- - Juan de Dios is not responsible for packages lost once a valid tracking number has been issued.
