SHIPPING EXCHANGES & RETURNS

SHIPPING EXCHANGES & RETURNS

Package Shipments

  • As a general rule, packages are shipped within 24-48 hours of payment receipt, using our GLS or TIPSA transport service, which will provide a tracking number.
  • Shipping costs will be borne by the customer; transport value may vary depending on the total weight of the package.
  • We are not responsible for any damage your package may suffer after shipping, but we do everything possible to protect all fragile items.

Return and Exchange Policy for Manufacturing Defects

1. Scope

This policy applies exclusively to wholesale customers who purchase products directly from DRAGONHORSE S.L. (VESTILINO). Claims or returns from end customers (retail consumers) will not be accepted.

2. Definition of manufacturing or hidden defect

A manufacturing or hidden defect is considered to be any damage or fault originating from the manufacturing process, fabric, or finishing of the product, which is not visible at the time of delivery or receipt, and is not a consequence of improper use, washing, handling, or storage by the customer or end consumer. Examples: defective seams, zippers or buttons that do not work correctly from the start, fabrics with weaving or dyeing faults, among others.

3. Claim period

The wholesale customer has 4 calendar days from receipt of the order to report any hidden defect detected.

4. Procedure for requesting an exchange or credit

To request an exchange or credit, the customer must send an email or message to (company contact method) with the order number or date, clear photos of the defect, and a brief description of the problem. Once the defect is verified, the following will apply: exchange for the same model, size, and color (subject to availability). If the same model, size, or color is not in stock, a credit note or refund equivalent to the value of the defective garment will be issued.

5. Exclusions

The following will not be considered manufacturing defects: Damage caused by misuse, improper washing, or lack of care. Normal wear and tear from use. Garments modified or altered by the customer or end consumer. Damage caused by using an incorrect size.

6. End customer

DRAGONHORSE S.L. (VESTILINO) does not process exchanges or returns for end customers. Any consumer claim must be channeled through the point of sale or retail store where the garment was purchased.

7. Responsibility for incorrect sizes

DRAGONHORSE S.L. (VESTILINO) is not responsible for damage, breakage, or deformation of garments caused by the use of an inappropriate size or a size different from that recommended for the end user.

8. Important note

Exchanges or returns will only be accepted if the item retains its original tag and shows no signs of use or manipulation.