Refund policy

Cancellation and Refund Policy

At The Quetzal Store, we are committed to offering high-quality products that bring joy and satisfaction to our customers. Please review our cancellation and refund policies carefully:

1. Order Cancellation

Before Shipment:

  • Change of Mind: If you wish to cancel your order, you may do so within 24 hours of placing the order. Please contact our customer service team immediately at thequetzalstore18@gmail.com or message us on our social media handles with your order details.

  • After 24 Hours: After 24 hours or once your order has been processed or shipped, cancellation requests may not be accepted as the order may have already been prepared for shipment.

Out of Stock Items:

  • In rare cases, if an item in your order is out of stock, we will notify you promptly. You will have the option to:
    1. Cancel the order for a full refund, or
    2. Choose a substitute item of equal value.

2. No Returns Policy

At The Quetzal Store, we maintain a No Return Policy to ensure that all items delivered to our customers are in brand-new, pristine condition. Please review the conditions below:

  • All Sales Are Final: Once your order has been delivered, we do not accept returns or exchanges, except in cases of a defective or incorrect item (see below).

  • Non-Returnable Items: For hygiene and safety reasons, all items (including jewelry and accessories) are considered final sale and cannot be returned.

3. Refund Policy

Refunds will only be processed under the following circumstances:

Defective or Incorrect Items:

If you receive an item that is defective, damaged, or incorrect, please notify us within 48 hours of delivery. You will be required to provide photos and a detailed explanation of the issue. If the defect or error is confirmed:

  • We will offer a replacement of the item, or
  • Issue a full refund to your original payment method

Refund Process:

  • Refunds for defective or incorrect items will be processed within5-7 business days after we verify the issue.
  • We will notify you via email once the refund has been issued.

Late or Missing Refunds:

  • If you haven’t received your refund after the stated processing time, first check with your bank or credit card company, as it may take some time before your refund is officially posted.
  • If you’ve done this and still haven’t received your refund, please contact us at thequetzalstore18@gmail.com.

4. Exchanges

As we do not accept returns or exchanges for reasons other than defects, please double-check all details (including sizing, colors, and materials) before placing your order.

5. Damaged or Defective Items

In the event of receiving a damaged or defective item, please reach out to us at thequetzalstore18@gmail.com within 24 hours of receiving your order. Provide us with clear images and a description of the issue. We will review the case and, if the damage or defect is verified, offer you:

  • A replacement of the same item, or

  • A full refund in the event a replacement is not possible.

6. Shipping Costs for Replacements

If you are returning an item due to it being defective or incorrect, we will cover the shipping costs for the replacement. Please use a trackable shipping method for sending the product back to us.