Return & Refund Policy (Política de Devoluciones y Reembolsos)

Thank you for shopping at Ploat. We value your business and strive to provide high-quality products. Please read our Return and Refund Policy carefully to understand our procedures, requirements, and restrictions regarding returns.

1. General Return Conditions

To be eligible for a return and a full refund, your item must meet all of our strict conditions. The item must be completely unopened, unused, and in its original sealed packaging. All original tags, labels, manuals, and accessories must be completely intact and show no signs of handling. Additionally, the return process must be initiated within 30 days from the date of delivery, and you must provide a valid proof of purchase, such as your order confirmation email or invoice number.

2. Strictly Non-Returnable Items (Opened Packages)

Please note that in order to maintain product integrity, hygiene, and safety standards, we do not accept returns on any items where the original packaging, box, seal, or wrapping has been opened, broken, or tampered with.

Once a package or its factory seal is opened, the product is immediately considered used and is no longer eligible for a refund, exchange, or store credit under any circumstances. Items that are returned to our warehouse with opened packaging or signs of customer use will be rejected, and no refund will be issued.

3. Damaged, Defective, or Incorrect Items

If you receive an item that is defective, damaged during transit, or if we accidentally shipped the wrong product, please contact us immediately within 48 hours of receiving your package. In these specific cases, do not attempt to use the item or open it further. Please send an email to productlegacyonline@gmail.com with your order number and clear photographs or a short video showing the damage or defect. Once our team verifies the issue, we will provide a pre-paid shipping label and issue a replacement or a full refund at no extra cost to you.

4. How to Initiate a Return

If your item is completely unopened and qualifies for a return based on our conditions, you must first contact our customer support team via email at productlegacyonline@gmail.com to request a Return Merchandise Authorization (RMA) and receive the correct return address.

Once approved, you must pack the item securely in a proper shipping box to ensure it does not get damaged during transit, as damaged returns due to poor packaging will not be refunded. Unless the return is due to our error (such as a damaged or incorrect item), the customer is entirely responsible for paying all return shipping costs. Original shipping fees are non-refundable. We strongly recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned package.

5. Inspection and Refund Processing Time

Once your return is received at our facility, our inspection team will review the package to confirm it remains unopened and in its original factory condition. We will send you an email notification to inform you whether your return has been approved or rejected based on this inspection. If your return is approved, your refund will be processed automatically, and a credit will be applied to your original method of payment within 5 to 10 business days, depending on your bank or credit card issuer's processing times.