Refund policy

Refund and Return Policy — Duendes del Uruguay

Each elemental being is a one-of-a-kind handcrafted piece, channeled and made by hand with devotion. Because of the handcrafted and personalized nature of our creations, we do not accept returns or exchanges once your elemental being has been reserved for you.

Exceptions

If your elemental being arrives damaged in shipping, or if there is an error in your order, please email us within 24 hours of delivery at llc@duendesdeluruguay.com with photos of the damage and your order number. We evaluate each case individually.

Lost Shipments

If your package is lost in transit, we will work with you and the courier to resolve the situation.

Cancellations

We believe a purchase is a commitment from both sides, and for that reason we do not accept cancellations.

Refunds

We do not issue refunds. In cases of force majeure beyond our control, any approved refund is processed within 5–10 business days through the original payment method.

For any questions: llc@duendesdeluruguay.com

Right of withdrawal — European Union customers

If you are a consumer in the European Union, the following applies to you, notwithstanding the sections above.

You have the right to withdraw from your purchase within 14 days of the day you receive your piece, without giving any reason. To exercise it, use the "Right of withdrawal" link on our store or email llc@duendesdeluruguay.com with your name and order number. We will confirm your request by email.

Exception — custom and personalized pieces: under Article 16(c) of Directive 2011/83/EU, the right of withdrawal does not apply to pieces made to your specifications or clearly personalized (such as custom commissions created at your request).

Returns: send the piece back within 14 days of notifying us, in its original condition and packaging, with all its accompanying elements (crystals, herbs). The direct cost of returning the piece is borne by you.

Refunds: we refund all payments received, including standard shipping, within 14 days of your withdrawal notice. We may withhold the refund until the piece is back with us or you provide proof of shipment. Refunds go to the original payment method.