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Digital Item Policy

**1. Return Period**:


   a. **Standard Duration**:

      - All eligible products purchased from CB Hoyo E-store can be returned within 30 days from the date of receipt. Items returned beyond this timeframe will not qualify for a refund or exchange.


   b. **Starting Point**:

      - The return period commences from the date the customer receives the item, as indicated by the delivery tracking information. It's the responsibility of the customer to ensure the return reaches us within the specified 30-day window.


   c. **Special Promotions**:

      - Occasionally, we might offer products with extended return periods as part of promotional activities. In such cases, the specific return period will be clearly mentioned in the product's promotional details.


   d. **Holiday Return Period**:

      - For orders placed during recognized holiday seasons or special sale periods, CB Hoyo E-store may offer an extended return period. This will be communicated at the time of purchase.


   e. **Exceptions**:

      - Certain product categories or specific items might have a different return period due to their nature or limited shelf life. If an item has a return period that deviates from our standard policy, it will be clearly indicated in the product description.


   f. **Calculating Return Date**:

      - If you're unsure of the final date by which a return should be made, you can calculate 30 days from the date of delivery. Alternatively, customers can contact our customer service for clarity.


   g. **Incomplete Returns**:

      - If a return is initiated but the item does not reach our return processing center by the end of the 30-day period, the return may be declined, and no refund will be issued. We recommend using trackable shipping services to ensure timely delivery.


**2. Eligibility for Return**:


   a. **Product Condition**:

      - **Original State**: Products must be returned in their original, unaltered state, free from any signs of wear or usage.

      - **Packaging**: All items must be returned in their original packaging, including any accessories, manuals, and documentation that accompanied the product.

      - **Tags & Labels**: For items with security or brand tags, these must be intact and attached to be eligible for a return.


   b. **Damaged or Defective Items**:

      - **Upon Arrival**: If you receive an item that is damaged or defective upon arrival, kindly notify our customer service immediately. Such items qualify for a full refund or an exchange, depending on the customer's preference.

      - **Photographic Evidence**: We might require photographic proof of the defect or damage to expedite the return process.


   c. **Excluded Categories**:

      - Some product categories might inherently be exempt from being returned due to hygiene concerns, customization, or other specific reasons. Clear indications will be provided on the product listing page for such items.


   d. **Partial Returns**:

      - If you have purchased a set or a bundle of items, all components of the set or bundle must be returned together. Partial returns of such sets or bundles will not be accepted.


   e. **Gifts & Promotional Items**:

      - If the product was part of a promotional offer and came with a complimentary gift, the gift must also be returned in its original condition along with the main product.


   f. **Modification & Tampering**:

      - Products that have been modified, tampered with, or repaired outside of our authorized service centers are not eligible for returns.


   g. **Receipt or Proof of Purchase**:

      - A valid receipt or proof of purchase is mandatory for processing any returns. This helps us verify the purchase and streamline the return process.


**3. Non-Returnable Items**:


   a. **Digital & Downloadable Products**:

      - Due to their intangible nature, digital items, including e-books, downloadable music, digital art, and online courses, cannot be returned once accessed or downloaded.


   b. **Personal Use Items**:

      - For reasons of hygiene and safety, certain personal use items such as cosmetics, skincare, undergarments, earrings, and beauty products are non-returnable once the seal or packaging is broken.


   c. **Customized & Personalized Items**:

      - Products that have been specifically customized or personalized for a customer, such as monogrammed items, custom-made artwork, or engraved jewelry, cannot be returned.


   d. **Perishable Goods**:

      - Items like flowers, food, and other perishable products with a limited lifespan are not eligible for returns.


   e. **Gift Cards & Vouchers**:

      - Gift cards, electronic vouchers, and other pre-loaded currency cards are not returnable or redeemable for cash.


   f. **Clearance & Final Sale Items**:

      - Any items marked as "Clearance" or "Final Sale" at the point of purchase are considered final and cannot be returned. These are typically items sold at significant discounts and will not be restocked.


   g. **Subscription-based Services**:

      - Services that operate on a subscription basis, once accessed or used, cannot be returned. However, customers can cancel their subscriptions as per the cancellation policy.


   h. **Special Collaborations & Limited Editions**:

      - Items from exclusive collaborations or limited edition collections might be exempt from returns due to their unique and exclusive nature.


   i. **Opened Software or Media**:

      - Software, video games, CDs, and DVDs can only be returned if they are in their original, unopened packaging. If a fault is found with the software or media, an exchange for the same title will be provided.


**4. Return Process**:


   a. **Initiating a Return**:

      - **Request Submission**: Customers wishing to return a product should initiate their request by contacting our customer service team via email at or through the designated return section on the CB Hoyo E-store website.

      - **Reason for Return**: Clearly mention the reason for the return in your request. If possible, include photographs or videos, especially if the product is defective or not as described.


   b. **Return Authorization**:

      - **Approval**: Upon receipt and review of your return request, our team will determine the eligibility for return. If approved, a Return Authorization Number (RA Number) will be issued.

      - **Packaging**: Ensure the product is packed securely in its original packaging. Write or print the RA Number on the outside of the return package for faster processing.


   c. **Shipping Returns**:

      - **Address**: Return shipments should be sent to the address provided by our customer service team.

      - **Shipping Costs**: Unless the product is defective or the return is a result of our error, the customer is responsible for all return shipping costs.

      - **Shipping Recommendations**: We strongly recommend using a shipping method that offers tracking to ensure your package doesn't get lost. CB Hoyo E-store will not be responsible for lost or damaged returns.


   d. **Refund or Replacement**:

      - **Inspection**: Once we receive the returned item, it will undergo an inspection to ensure it meets our return criteria.

      - **Refund Process**: If the return is approved, a refund will be processed to the original method of payment. This may take several days to appear on your statement, depending on your bank's policies.

      - **Exchanges**: If you've requested an exchange, the replacement item will be sent out as soon as the returned product passes the inspection.


   e. **Declined Returns**:

      - If the returned product does not meet our return criteria or is received after the 30-day return period, it might be declined. In such cases, the product may be sent back to the customer at their expense.


   f. **In-Store Returns (If Applicable)**:

      - If there's a physical store associated with CB Hoyo E-store, customers may have the option to return their online purchases in-store. Please contact our customer service for specific instructions and locations.


**5. Refunds**:


   a. **Eligibility**:

      - Refunds are processed based on the result of the inspection once the returned product reaches our facility. Items must meet the conditions outlined in the "Eligibility for Return" section to qualify for a refund.


   b. **Refund Amount**:

      - Full Refunds: Provided for products that are defective, not as described, or for orders that have been incorrectly processed.

      - Partial Refunds: In certain situations, only a partial refund might be granted. This includes, but is not limited to, items returned not in their original condition, items with damaged packaging, or items missing parts or accessories.


   c. **Original Method of Payment**:

      - Refunds will be processed to the original method of payment, whether that be credit card, PayPal, or other payment methods. 


   d. **Processing Time**:

      - Once the return has been approved, the refund will be initiated immediately. Depending on the payment method and the respective financial institution, it may take anywhere from 3 to 10 business days for the credited amount to reflect in the customer's account.


   e. **Deductions**:

      - If the return shipping fee is borne by the customer or if there are any other applicable charges, these amounts may be deducted from the total refund amount.


   f. **Non-refundable Fees**:

      - Certain fees, like rush processing or expedited shipping charges that were selected by the customer during the original purchase, are non-refundable.


   g. **Refund Confirmation**:

      - Once the refund has been processed, the customer will receive a confirmation email detailing the refunded amount and any deductions, if applicable.


   h. **Failed Refunds**:

      - If there's an issue in processing the refund to the original payment method (e.g., expired credit card), the customer will be contacted to arrange an alternative refund method.


   i. **Store Credit**:

      - At the discretion of CB Hoyo E-store, and if preferred by the customer, refunds may also be issued as store credit, which can be used for future purchases on the website.


**6. Exchanges**:


   a. **Eligibility for Exchange**:

      - Products are eligible for exchange if they are defective, damaged upon arrival, or not as described on our website. Items must also meet the conditions outlined in the "Eligibility for Return" section to qualify for an exchange.


   b. **Initiating an Exchange**:

      - Customers wishing to exchange a product should follow the same initial process as returns by contacting our customer service team. In the communication, it's essential to specify that an exchange is preferred over a refund.


   c. **Same Item Exchange**:

      - If the customer desires a replacement of the same product (perhaps due to a defect or damage), this will be processed as soon as the returned item has undergone inspection at our facility.


   d. **Different Item Exchange**:

      - If a customer wants to exchange the purchased item for a different product, the difference in cost will need to be addressed. If the new item is more expensive, the customer will be required to pay the difference. Conversely, if the new item is less expensive, a partial refund or store credit for the difference will be provided.


   e. **Processing Time**:

      - Exchange requests are processed as a priority to ensure customers receive their new items quickly. However, the exact processing time may vary based on the availability of the replacement item.


   f. **Shipping for Exchanges**:

      - Once the exchange is approved, CB Hoyo E-store will ship the replacement item. Depending on the reason for the exchange (e.g., if the product was defective), the store may cover the shipping cost. Otherwise, standard shipping rates may apply.


   g. **Unavailable Items**:

      - In instances where the desired replacement item is out of stock or no longer available, customers will be given the option to wait for restocking, choose an alternative item, or request a full refund.


   h. **Exchange Limitations**:

      - Exchanges are typically limited to one exchange per order. However, if the replacement item is also defective or incorrect, further exchanges or a refund will be considered.


   i. **Notification**:

      - Customers will be notified via email once their exchange has been processed, providing details on the shipment of the replacement item and any associated costs or refunds.


**7. Gifts**:


   a. **Gift Receipts**:

      - For items marked as gifts at the time of purchase and shipped directly to the gift recipient, the recipient will receive a gift receipt with the order. The gift receipt will not show the price but will allow for returns and exchanges.


   b. **Returning Gifted Items**:

      - Gift recipients can return items they've received by using the gift receipt. As with standard returns, items must meet the eligibility criteria as mentioned in the "Eligibility for Return" section.


   c. **Gift Refunds**:

      - If the item was marked as a gift at the time of purchase and then returned by the gift recipient, the recipient would typically receive a gift credit for the value of the returned item. This gift credit will be sent either as a digital code via email or a physical gift card, based on the store's system and the recipient's preference.


   d. **Gift Exchanges**:

      - For defective or damaged gifts, recipients can request an exchange. The same policies as outlined in the "Exchanges" section apply.


   e. **Original Buyer's Refund**:

      - If the person who bought the gift requests a return, and the gift has not yet been shipped or delivered, the refund will be processed to the original buyer's payment method. This ensures the gift recipient doesn't unintentionally become aware of the gift's price or the act of returning.


   f. **Lost or Stolen Gift Cards/Credits**:

      - CB Hoyo E-store is not responsible for lost, stolen, or unauthorized use of gift cards or gift credits. It's essential for recipients to treat these as cash and safeguard them accordingly.


   g. **Gift Packaging**:

      - If the store offers gift packaging or wrapping services for an additional fee, please note that these services are non-refundable.


   h. **Gift Card Expiration**:

      - Gift credits or cards issued due to returns typically don't have an expiration date. However, promotional gift cards (e.g., given away during store promotions) may have expiration dates, which will be clearly stated.


**8. Exceptions**:


   a. **Sales & Promotions**:

      - Items purchased during sales, clearances, or any promotional events may have modified return policies. Customers will be informed of these modifications during the time of purchase. For instance, some sale items may be marked as "Final Sale," which means they cannot be returned or exchanged.


   b. **Custom or Personalized Products**:

      - Items that have been customized or personalized for the customer (like monogrammed or made-to-order products) are typically non-returnable, given their unique nature. However, if there's a defect or error in the customization, the item may be eligible for a return or exchange.


   c. **Perishable Goods**:

      - Any product with a limited lifespan or that degrades over time, like flowers or certain food items, may not be eligible for return unless they arrive damaged or are not as described.


   d. **Digital Downloads & Online Services**:

      - Digital products or services, once accessed, downloaded, or redeemed, generally cannot be returned. If there's a technical issue or the content is not as described, exceptions may be made on a case-by-case basis.


   e. **Subscription-based Services**:

      - While you mentioned that recurring subscriptions aren't offered, if this changes in the future, note that canceling a subscription does not necessarily mean a refund for previous months. Specific guidelines would be set depending on the nature of the subscription.


   f. **Gift Cards & Vouchers**:

      - Purchased gift cards, vouchers, or store credits are usually non-refundable and cannot be exchanged for cash, unless mandated by local regulations.


   g. **Hygiene Concerns**:

      - For health and safety reasons, certain items like cosmetics, underwear, or swimwear may not be returnable if the packaging seal is broken or if they've been used, even slightly.


   h. **International Returns**:

      - For customers outside the Dominican Republic, there may be specific guidelines or additional fees (like customs or duties) associated with returns. It's important for international customers to understand these nuances before initiating a return.


   i. **Damages During Return Shipping**:

      - If a product is damaged during the return shipping process due to insufficient packaging or carelessness on the part of the customer, it might not qualify for a full refund. Customers are encouraged to use trackable shipping services and consider insurance for high-value items.


**9. Contact**:


   a. **Customer Service Team**:

      - Our dedicated customer service team is available to assist with any questions, concerns, or issues related to returns, exchanges, and refunds. We strive to ensure that each of our customers has a seamless and positive experience with our store.


   b. **Email Communication**:

      - For detailed inquiries or to initiate a return or exchange process, customers can reach out to us via email at []( We aim to respond to all emails within 48 hours. When emailing, please include your order number, the items you wish to return or exchange, and the reason for the return.

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