Refund policy

Effective Date: 4 March 2026

This Returns and Refund Policy (the "Policy") constitutes a legally binding agreement between the purchaser ("you") and PUERTO MADRYN CYF. ("the Company," "we," or "us"). By completing a purchase of any apparel or accessories, you acknowledge and agree to the terms stipulated herein.

1. The 30-Day Statutory Return Window

We operate a strict 30-day return period. To be eligible for a refund, your formal return request must be submitted via email within thirty (30) calendar days from the recorded date of delivery.

2. Mandatory Condition Requirements

To maintain our quality standards and rigorous hygiene protocols, all garments must satisfy the following Condition Criteria. We reserve the absolute right to refuse any return that fails to meet these standards:

  • Unworn & Unaltered: Items must be in their original, unwashed, and unworn condition.

  • Hygiene & Care: Garments must be entirely free from traces of perfume, deodorant, make-up, tobacco smoke, or pet hair.

  • Tags & Packaging: All original designer tags, swing tags, and branded packaging must remain attached and intact.

  • Proof of Purchase: A valid receipt or digital order confirmation is mandatory for all processing.

3. Authorised Return Procedure

Under no circumstances should items be despatched to any address without prior written authorisation. To initiate a return, please contact our support team at puertomadrynco@gmail.com. Upon provisional approval, we will issue a Return Merchandise Authorisation (RMA) and provide specific instructions regarding the designated return facility.

Legal Notice: Any items returned without an RMA, or sent to an unauthorised location, will be rejected. The Company accepts no liability for the loss, damage, or disposal of unauthorised returns.

4. Non-Returnable Items (Final Sale)

In the interest of health and safety, the following items are strictly non-returnable and non-refundable:

  • Intimate Apparel: For hygiene reasons, underwear, hosiery, and swimwear (where the hygiene seal has been tampered with or removed) are final sale.

  • Bespoke/Personalised Items: Any garment tailored, embroidered, or customised to your specific requirements.

  • Sale Items: All items purchased at a discount, during a promotional event, or via Gift Card are considered final sale and are ineligible for return.

5. Quality Control and Refund Disbursement

All returns undergo a comprehensive quality control inspection upon arrival at our facility.

  • Approval: We will notify you via email regarding the approval or rejection of your refund based on the garment's condition.

  • Payment: Approved refunds will be issued to the original payment method within ten (10) business days.

  • Processing Delays: Please note that UK clearing banks typically require a further 3–5 business days to post these funds to your account.

6. Faulty or Damaged Goods

Upon receipt of your order, you are required to inspect the garments immediately. Any claims regarding manufacturing defects, transit damage, or incorrect items must be reported to puertomadrynco@gmail.com within 48 hours of delivery. Failure to notify us within this period constitutes your legal acceptance of the goods in their delivered state.

7. Statutory Rights (UK & EU)

Nothing in this Policy affects your statutory rights. For customers in the UK and the European Union, you have a legal right to cancel your order within 14 days of receipt under the Consumer Contracts Regulations. However, the Condition Criteria outlined in Section 2 remain a prerequisite for a full refund.

8. Exchanges

To ensure inventory accuracy and rapid fulfilment, we do not offer direct exchanges. Please follow the return procedure for a refund and place a new order for the replacement item.