At SUR Ecuestre, we want you to love what you ordered. If something doesn’t meet your expectations or you need a different size, we’re here to help.
⸻
✅ Size, color or preference changes
• You have 10 calendar days from the day you receive your item to request an exchange.
• Items must be unused, with original tags and packaging.
• Exchanges are subject to availability.
• Return shipping costs are covered by the customer.
To start the process, contact us via WhatsApp or at [email protected]
Please include your order number and reason for the exchange.
⸻
⚠️ Faulty or incorrect products
If you receive a faulty item or the wrong product:
• Let us know within 48 hours of receiving it.
• Please send a photo and short description of the issue.
• In these cases, SUR Ecuestre covers all shipping costs.
⸻
🧾 Promotional items
Items purchased on sale or during special promotions may be exchanged only for products of equal value, or store credit may be issued depending on availability.
⸻
🚫 We cannot accept returns of:
• Used, damaged or washed items
• Products without original packaging or tags
⸻
📩 How to request an exchange or return?
1. Contact us via WhatsApp or email to [email protected]
2. Include your order number and reason
3. We’ll get back to you within 48 business hours
