Return Policy

We want you to love your purchase! Please note that all sales are final. We do not accept returns or provide refunds except in the case of damaged or defective items. If you receive an item that is damaged or defective, please contact us immediately so we can resolve the issue by offering a replacement or refund.

If you believe your item is damaged or defective, reach out to us at support@official-kortez.com. Provide your order number, a brief description of the issue, and photos of the damaged or defective item, if applicable. Once we confirm the issue, we will either send you a replacement or issue a refund, depending on availability and your preference.

Exceptions / Non-Returnable Items

All items are non-returnable, and only damaged or defective items qualify for a replacement or refund. Sale items and discounted purchases are final sale and cannot be replaced or refunded unless damaged.

Exchanges

We do not offer exchanges. If you'd like a different item, please place a new order after the issue with the damaged item is resolved.

European Union 14-Day Cooling-Off Period

If your order is being shipped to the European Union, you may have the right to cancel your order within 14 days. However, this applies only to defective or damaged items. Customers are responsible for return shipping costs.

Refunds

Refunds are only issued for damaged or defective items. If approved, we will process the refund to your original payment method within 10 business days. Please allow time for your bank or credit card company to process the refund. If you haven't received your refund after 15 business days, contact us at support@official-kortez.com.