Refund Policy
If the customer wishes, they can return the product within 30 days of purchase. As long as you keep the product labels intact and the product has not been used. Only if the product labels have been removed or the product is not in the required conditions, the product will not be accepted for return. If the return is accepted, the customer will be refunded 100% of their purchase to the credit card used.
How do I exchange an item?
- You can exchange the item in our store, after having previously agreed with the company.
- Used merchandise or merchandise that is in a condition not suitable for sale cannot be exchanged.
- You can only make changes between items from the same collection, under the price that said product is being sold at the time of making the change.
- If the change is due to a manufacturing defect or if the product does not meet factory specifications, it will be exchanged for the same product in optimal conditions and sent again without incurring any cost to the customer.
- The product must be returned in the same condition in which it was delivered and must retain its original packaging and labeling. Additionally, you must include the invoice.
What is the deadline to make a return?
- The period for any return is 30 days from the date of purchase (counting consecutive days).
- We reserve the right to reject returns communicated or sent outside the established deadline.
Do I have to pay anything for my change?
No, returns do not have any additional cost, except for exchanges for higher-cost parts.
Refund Approval
- The merchandise to be exchanged must have been purchased in our online store and must have its original label, original invoice and be in perfect condition.
- We do not exchange used merchandise or merchandise that is in a condition not suitable for sale.
How will I receive the amount of my refund and how long will it take?
- Returns are not exchangeable for money.
- Once the return is approved, you can exchange it for any product of the same cost or a higher cost by paying the difference.
Our customer service is available to help you from Monday to Saturday: 9:00 am to 7:00 pm and Sundays from 9:00 am to 3:00 pm. Do not hesitate to contact us with any questions or comments through our hotlines by WhatsApp: +1-829-719-0595 or by email: info@tiendahenca.com.
Tiendahenca.com reserves the right to reject returns after the established deadline, or when it comes to items that are not in the same conditions in which they were received.
Shipping Policy
Delivery time
In the Online Store we make deliveries in Santo Domingo, the amount is RD$ 280.00, and within the interior the shipping agency of your preference establishes with charge to destination. The delivery time of the order will depend on the chosen agency, however it is approximately between two (2) and three (3) business days. This will vary depending on how easy it is for the agency to make the delivery, so we recommend being as specific as you can when providing us with your information and shipping address. For orders that enter after noon, the time will begin to run on the next business day.
If you have any objection to the product delivered or it arrives with any defect or damage, you must contact us through the telephone numbers or email provided in the contact section to process your case personally.
Once the purchase is confirmed, delivery is estimated to take place in a maximum of 1 business day. Delivery periods include business days only, do not include weekends or holidays.
Is it possible to personally collect my Online Store order at the Tiendahenca.com facilities?
The customer can choose to pick up their order in our store, after having previously agreed with the company.
What is the delivery time for my order?
Shipments take 24 to 48 hours in the city of Santo Domingo and 2 to 3 days in the interior.
What is the cost for shipping?
The shipping cost will depend on the agency selected and the number of pieces confirmed in the order.
What should I do if I have not received my order?
If you have not received your order after 2 business days, you must track the order with the tracking number that we provide or contact us directly through our WhatsApp lines: +1-829-719-0595 , or ask the email: info@tiendahenca.com from Monday to Saturday: From 9:00 am to 7:00 pm indicating your full name and order number.