Returns
At Clara Bolsa, returns are accepted only for valid reasons, such as:
- Defective product
- Product damaged in transit
- Wrong product sent due to our error
We do not accept returns for a change of mind, personal convenience or lack of planning on the customer's part once the order has been processed or shipped.
Time limit
You have 365 days after receiving your order to request a return for one of the valid reasons listed above.
How to request a return
You do not need to send anything back. Simply email hola@clarabolsa.com with:
- Your order number
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A clear photo or video of the product showing the defect, damage or issue
- A short description of the situation
Every request is reviewed individually by our team. We reserve the right to accept or decline a request based on the evidence provided. Requests without a photo/video or without a valid reason will not be accepted.
⚠️ NON-refundable cases
The following cases are not eligible for a refund, cancellation or free reshipment:
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Change of mind after purchase (regret, no longer needed, found something else, etc.).
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Change of mind after shipping. Once the order has been processed, we can neither cancel nor refund it.
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Lack of planning on the customer's part. Delivery times are clearly shown on every product page and at checkout, before the order is confirmed. It is solely the customer's responsibility to check these delivery times and to plan their purchase far enough in advance if they need the product by a specific date (trip, event, gift, birthday, etc.). We do not issue any refund or cancellation due to the customer's urgency or needs.
- Product that has been used, washed or shows signs of use.
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Incorrect or incomplete shipping address provided by the customer (see Shipping Policy).
- Delays caused by the carrier, customs or events beyond our control.
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Parcel marked as delivered by the carrier. If tracking shows “Delivered” and you have not received it, please first check with your neighbours, your building management and your local post office.
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Cosmetic variations or absence of the logo (see Terms of Service, Section 18).
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Product received creased or out of its original shape. It regains its shape with normal use over the following weeks (see Terms of Service, Section 19).
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Requests received after the 365 days following delivery.
Confirmed damage or defects
If your product arrived damaged or defective (with photo/video evidence), we will send you a free replacement or issue a refund, whichever you prefer. There is no need to physically return the product.
Exchanges
To exchange an item (only in valid cases), first request a return. Once it is approved, place a new, separate order.
Refund processing
Once approved, the refund is issued to your original payment method. It may take between 5 and 10 business days to appear in your account, depending on your bank.
Contact
For any questions about returns or refunds, email us at hola@clarabolsa.com. We usually reply within 24-48 hours.
