• Madame Surtô's items are generally vintage (second-hand) , whether they are clothing or decoration, and are not eligible for exchange .
  
  

• Our exchange policy is 15 business days from the time of purchase for new items ONLY. These eligible products have an exclusive category; they will have this option available in the description, as well as stating that the item is NEW. It will not be possible to exchange the item if more than 15 business days have passed since the time of purchase.

  1. To be eligible for exchange, the product must be in the same condition as when received.
     
     
• We guarantee that all available items have the correct information and description, where we point out the signs of time that have affected the product throughout its existence. It is natural for there to be some wear and tear on vintage items. Product images may show slightly different colors from the real thing, due to lighting.
  
  
• The cost of return shipping is the responsibility of the buyer. If you have any questions regarding an item, please contact us using the contact form or our contact email: madamesurtokiloshop@gmail.com .
  
  We do our best to assist you, seeking to evaluate each case and respond as quickly as possible. We ask that you contact us before taking any action regarding your purchase, so that we can reach a fair agreement for both parties.
  
  
• To be eligible for a RETURN, the item must comply with the following guidelines:
  
  
  1. The product's original label must not have been removed.
  2. It must be returned in the original packaging.
  3. The item must not have been used, washed and/or altered in any way.

PURCHASE COMPLETION

• We ask that before proceeding to Finalize the Purchase , you confirm all data, description, images and measurements relating to the product. If you have any questions, please contact us before finalizing your purchase, considering that all sales are final .

CANCELLATION and REFUND

• If you need to CANCEL an order, please note that you can do so within 1 business day, as we still have time to process the order. We can only refund customers who cancel a purchase BEFORE it is shipped. Once the order has been delivered to the shipping service, the purchase can no longer be canceled as it is in transit.
  
• To be eligible for a refund, the buyer must send us proof of purchase and image evidence that the item was misrepresented to our email (madamesurtokiloshop@gmail.com). This action must be taken within the legal period of 14 days after the date of receipt of the order at your address. Refunds and returns will not be accepted after this period.
  
  1. We will check the item's eligibility for return and let you know whether or not it will be possible to return it.
  2. If accepted, we will send you all the information necessary to proceed with the return of the merchandise.
  3. We will send an email confirming receipt of the returned merchandise and proceed to inspection; subsequent notification of refund approval or rejection will be received by the buyer in the same manner.
  4. If approved, the refund will be automatically processed through the original payment method, within a certain period of days (depending on the processing of each payment method).