Refund and Return Policy
Our refund and return policy lasts for 30 days. If 30 days have passed since your purchase, we cannot offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Perishable items cannot be returned. Only regular priced items can be refunded. Sale items cannot be refunded.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please email us at [email protected]
To complete your return, we require a receipt or proof of purchase.
Once you your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If your refund is approved, a credit will automatically be processed and applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds:
If you have not received a refund yet, please check your bank account again first.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you have done all of this and still have not received your refund, please contact us at [email protected].
To return your product, you must send it by mail to:
2 km Northwest of the Santa Elena Sports Plaza, Puntarenas Province. La Esperanza Monteverde Company.
You will be responsible for paying your own shipping costs to return your item. Shipping costs are not refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged item to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.
Contact us at [email protected] for questions regarding refunds and returns.
When visitors leave comments on the site, we collect the data displayed in the comment form, as well as the visitor's IP address and browser user agent string to aid spam detection.
If you leave a comment on our site, you can choose to save your name, email address and website in cookies. These are for your convenience so that you do not have to fill in your details again when you leave another comment. These cookies will last for one year.
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When you log in, we will also set various cookies to save your login information and screen display options. Login cookies last for two days and screen options cookies last for one year. If you select "Remember Me", your login will persist for two weeks. If you log out of your account, the login cookies will be removed.
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Privacy and Security Policies:
If you request a password reset, your IP address will be included in the reset email.
How long we keep your data
If you leave a comment, the comment and its metadata is retained indefinitely. This is so we can automatically recognize and approve any follow-up comments instead of keeping them in a moderation queue.
For users who register on our website (if applicable), we also store the information that they provide in their user profile. All users can view, edit or delete their personal information at any time (except that they cannot change their username). Website administrators can also view and edit that information.
The information provided by customers through this website is confidential and will not be shared with third parties. The information that is requested and which the client agrees to provide is in order to deliver the products purchased by this means.
What rights do you have over your data?:
If you have an account on this site or have left comments, you can request to receive an exported file of the personal data we hold about you, including data you have provided to us. You can also request that we erase any personal data we hold about you. This does not include any data that we are obliged to keep for administrative, legal or security purposes.
Where do we send your data?:
Visitor comments may be checked through an automated spam detection service.
The customer may cancel their purchase within a period of no more than two hours after making the purchase, after this period, the purchase cannot be reversed. The cancellation will only be made through the procedure detailed below. The decision to cancel the purchase must be communicated to La Esperanza Monteverde through the email [email protected], within the established period of time. La Esperanza Monteverde will respond to the client's request within 24 hours after receiving the notification via email from the client. The accreditation of the amount of the purchase to the client will be made in accordance with the procedures and policies of the National Bank of Costa Rica, in the debit or credit card with which the payment of the purchase order was made.
a. Shipping in Costa Rica: Orders destined within Costa Rica may take up to 10 business days to arrive at your address. We thank you for your understanding and patience.
b. International Shipments: For shipments abroad, the delivery time can be extended up to 25 business days due to the different customs and logistics regulations of each country.
Once your order has been dispatched, you will receive a confirmation email with the corresponding tracking details. This will allow you to track the status and location of your shipment in real time.
Please be sure to provide an accurate and complete shipping address when placing your order. We are not responsible for delivery delays or problems caused by incorrect or incomplete addresses.
Changes in Shipping Address:
If you need to make changes to the shipping address after placing your order, we recommend that you contact our customer service team at [email protected] as soon as possible. We do not guarantee changes to the shipping address once the order has been dispatched.
To ensure successful delivery, please ensure you are available at the address provided or provide clear instructions to authorized third parties to receive your order on your behalf.
Delays and Problems in Delivery:
If you experience delivery delays or have a problem with your order, we recommend that you contact our customer service team at [email protected]. We will do our best to resolve any situation in an efficient and timely manner.
In some cases, the products in your order may be shipped in multiple packages and arrive at different times. This may be due to inventory availability or logistical reasons.