Shipping & Returns
Shipping & Returns
The maximum period to request a return is 15 calendar days from the receipt of the order. Returns outside this period will not be accepted.
If you wish to return an item purchased through our website, you can go to any of our centers or manage the return remotely by following the detailed instructions below.
Products must meet the following conditions:
- Be in perfect condition, unused, unwashed, and unmodified.
- Keep interior tags intact and be accompanied by the purchase invoice.
- Not belong to categories that, for hygiene reasons, cannot be returned: underwear, swimwear, earrings, tights, socks, and any item with direct skin contact.
All returns must be previously authorized by our Returns Department. For unsealed products, returns will only be accepted if the reason is related to manufacturing, transportation, or handling defects.
To request authorization, you must:
- Send an email to contacto@sanflex.com.
- Attach:
- Photograph of the product to be returned.
- Proof of receipt document.
- Brief description of the reason for the return.
Once the request is received and approved, we will send confirmation. The return must include:
- The product in its original packaging.
- A copy of the invoice.
After receiving and inspecting the merchandise, and if approved, the refund will be processed via bank transfer to the indicated account. Shipping and return costs will not be refunded, except when the return is attributable to Sanflex (shipping error or damage due to transport or manufacturing).
It is important to ensure the item is properly protected during shipment; if it arrives damaged due to insufficient packaging, the return cannot be accepted.
If the received product is damaged or in poor condition, you have a maximum of 48 hours from receipt to notify us.
You must send us:
- Photograph of the damage.
- Brief description of the incident.
The process is handled via email at contacto@sanflex.com, following the steps described in the previous section.
In case of shipping errors (wrong product), contact us as soon as possible. We will respond promptly to resolve the issue and arrange a replacement at no cost to you.
Once it is verified that the received merchandise is in the stated condition, we will proceed with the corresponding refund. You will be notified by email when the process has been approved.
The refund will be made using the same payment method used for the purchase: bank transfer or credit card.
The estimated timeframe for the refund is up to two weeks from the receipt of the merchandise, which may vary depending on the bank.
Defective products or incorrect shipments: If the return is due to an error by Sanflex or a damaged product, both the initial shipping costs and the return costs will be refunded.
Other returns: When the return is not related to defects or errors on our part, the refund will only correspond to the product price. In these cases, handling, shipping, or reshipment costs will not be refunded.
