Refund policy

Sazón House

Return & Refund Policy

Effective Date: July 22, 2026

At Sazón House, we value the trust of our customers and want you to have a positive experience with every purchase. This policy explains the conditions applicable to returns, damaged products, defective products, incorrect orders, exchanges, and refunds.

1. Return Period

You have 30 calendar days from the date your order was delivered to request a return for a change of mind or preference.

Requests submitted after this period will generally not be eligible, unless the matter involves a defective product, an order error, or another situation covered by this policy.

2. Return Eligibility Requirements

To be eligible for a return due to a change of mind or preference, the product must:

Be unused, unwashed, and in its original condition.
Not show signs of use, stains, wear, or damage.
Include the original packaging, tags, and accessories, when applicable.
Include the order number or proof of purchase.

Sazón House reserves the right to reject a return or issue a partial refund if the product does not meet these requirements.

3. Items Generally Not Eligible for Return

For reasons related to hygiene, safety, the nature of the product, or resale limitations, the following items are generally not eligible for return:

Perishable products, including food and flowers.
Gift cards.
Products that have been used, washed, damaged, altered, or modified by the customer.
Personalized or customized products, when applicable.
Glass products due to their fragile nature and the risks associated with transportation.

Important Information Regarding Glass Products

Glass products are not eligible for standard returns due to a change of mind, preference, or buyer's remorse because of their fragile nature and the risks associated with transportation.

However, if a glass product arrives damaged during transit, please contact us so that we can evaluate the situation under the section Products Damaged During Transit.

4. Products Damaged During Transit

If you receive a damaged or broken product, please contact us as soon as possible and preferably within 7 calendar days of delivery.

To help us investigate the issue, we may request:

Photos of the damaged product.
Photos of the outer packaging.
Photos of the inner packaging and protective materials.
Photos of the shipping label.
Your order number.

Please do not discard the product or packaging until we confirm that they are no longer needed for the investigation.

After reviewing the situation, we may offer, as appropriate and subject to product availability:

A replacement.
Store credit.
A full or partial refund.

The resolution will depend on the specific circumstances of the case, product availability, and the information provided.

5. Defective or Incorrect Products

If you receive a product with a manufacturing defect or a product different from the one you ordered, please contact us as soon as possible and preferably within 7 calendar days of delivery.

Do not send the product back until you have received instructions from our team.

After reviewing the case, we may offer an appropriate solution, which may include:

A replacement.
A refund.
Store credit.

When the issue is caused by an error on the part of Sazón House or by a covered product defect, we will evaluate responsibility for reasonable return-related costs, when applicable.

6. How to Request a Return

Step 1: Contact Us

Send an email to:

📧 contact@sazonhouse.com

Please include:

Customer name.
Order number.
Product you wish to return.
Reason for the return.
Photos, when applicable.

Step 2: Wait for Authorization

Sazón House will review your request and determine whether the return meets the requirements of this policy.

Do not send any product before receiving return authorization.

Step 3: Receive Return Instructions

If your return is approved, we will provide specific instructions, which may include:

The exact return address.
The recommended shipping method.
Special packaging instructions.
Any return authorization number or additional information required.

Return Address

The return address is not publicly listed in this policy and may vary depending on the type of product, the location from which the return is processed, and applicable logistics requirements.

Once a return request has been reviewed and approved, Sazón House will provide the customer with the exact address to which the product must be shipped.

Do not send any product to an address obtained through other means or to an address different from the one provided by Sazón House.

Products sent without prior authorization or to an unauthorized address may not be processed.

7. Return Shipping Costs

For returns due to a change of mind, preference, or buyer's remorse:

The customer is responsible for the cost of return shipping.
Original shipping costs are generally non-refundable.
We recommend using a shipping service with tracking.

The customer is responsible for keeping the shipping receipt and tracking information until the return has been received and processed by Sazón House.

We cannot process a refund for a return that has not been delivered or whose shipment cannot be verified.

If the return is due to a defective product, an error by Sazón House, or an incorrect product being shipped, we will evaluate the situation and may cover reasonable return shipping costs when applicable.

8. Refunds

Once we receive and inspect the returned product, we will notify you whether your refund has been approved.

If the return is approved:

The refund will be issued to the original payment method, whenever possible.
Refund processing may take 5–10 business days after approval.
The time required for the funds to appear in your account depends on your bank, credit card company, or payment provider.

Applicable taxes associated with eligible products may be included in the applicable refund.

Original shipping costs are generally non-refundable, except when the issue is attributable to an error by Sazón House, a defective product, or an incorrect product being shipped.

9. Partial Refunds

In certain circumstances, Sazón House may issue a partial refund.

This may occur when:

The product shows signs of use.
Part of the original packaging is missing.
The product has damage unrelated to a manufacturing defect or transit damage.
The product has lost value due to improper handling.

The amount of any partial refund will depend on the condition of the product after inspection.

10. Exchanges

Exchanges are primarily available in the following situations:

Defective product.
Product damaged during transit.
Incorrect product shipped by Sazón House.

Exchanges are subject to product availability.

If the requested product is unavailable, we may offer, as appropriate:

An alternative product.
Store credit.
A refund.

11. Gift Purchases

If an order was marked as a gift and is eligible for a refund, we may issue store credit to the gift recipient, when applicable.

If the order was not marked as a gift, any refund will be issued to the original purchaser and the original payment method used for the purchase.

12. Undelivered Orders or Orders Marked as Delivered

If the tracking information indicates that your order was delivered but you cannot locate it, please contact us as soon as possible.

We will investigate the situation with the carrier and may request additional information to verify the circumstances.

If an order cannot be delivered due to an incorrect or incomplete address provided by the customer, additional shipping costs may apply for reshipment.

13. Exceptions and Special Circumstances

If you have a situation that is not expressly addressed in this policy, please contact us.

We will evaluate each situation reasonably and in good faith, taking into consideration the specific circumstances of the order.

This policy does not limit any rights that consumers may have under applicable law.

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