Refund policy

Refund Policy and shipping information

Broken or damaged goods or lost policy:

Please send us an email to contact@abarrot.com or via WhatsApp +45-33-2254-1103 within the first two days of receiving your order to inform us of the situation. Since these are wholesale sales, returns are often not an option due to the high shipping costs for large orders. Therefore, each case will be analyzed individually to find a viable solution for the customer, which may be a replacement in the next order or a refund only for the broken or damaged items. Unfortunately, we do not facilitate exchanges.

Please send us an email to contact@abarrot.com in subject of the email, as appropriate; BROKEN ORDER, DAMAGED ORDER or LOST ORDER, if is broken or with damage please attach some photos of different angles of the product where we can see the evidence of the situation.

Merchandise lost with shipping companies DHL, UPS, ESTAFETA or Ground Freight

Please inform us via the email or WhatsApp number mentioned above regarding the status of your package. All merchandise shipped by these shipping companies is insured against loss, so an Abarrot representative will handle your case and attempt to resolve it with our representatives at each shipping company to open a lost package report and initiate a search for your merchandise at the transit points along the route to your destination. If your merchandise is not found, the shipping insurance policy will take effect within two weeks, allowing us to receive payment for the merchandise and send a new shipment.

IMPORTANT NOTE to have in consideration before to ask a damaged product situation is that all Abarrot products are handcrafted, meaning they are not mass-produced, so it is impossible for two pieces to be exactly the same as those in the photo. Each piece will have variations in shape or shade, as well as some completely natural imperfections that occur when making a product by hand, which also makes each one unique even if they are alike. Therefore, we kindly ask that you take this into consideration. For this reason, we will request photos or evidence of the damaged merchandise to see if it is not a natural imperfection of the product in its handcrafted process.

Problems with incorrect colors and sizes

We try to avoid these situations by sending a photo/video of your merchandise before packing to confirm with the customer that all colors are correct. If the customer approves the photo/video of their order, no claims regarding colors will be accepted. Therefore, we ask that you carefully review the photos of your order before packing to avoid these types of situations.

Wrong sizes

We try to avoid these situations by sending a photo/video of your merchandise before packing to confirm with the customer that all colors are correct. If the customer approves the photo/video of their order, no claims regarding colors will be accepted. Therefore, we ask that you carefully review the photos of your order before packing to avoid these types of situations.

We try to avoid these situations by sending a summary of your order in your invoice or, for large manufacturing orders, in a PDF file detailing your manufacturing order with the exact number of pieces per size and color. This file or invoice is sent to the customer for review and confirmation that everything is correct before starting your order. If, however, the customer receives the merchandise and there is an error in the number of pieces per size or color, not corresponding to the already confirmed order, we will assume responsibility for the error and may evaluate an exchange or replacement of the incorrect pieces in a subsequent order or a refund for the wrong pieces.

Special manufacturing orders

All special manufacturing orders on production lines require a 50% advance payment of the total invoice amount. Once the order is placed, this deposit is non-refundable, as the factories/producers have already made purchases and incurred expenses to fulfill your order. Therefore, there will be no cancellations or refunds. The second 50% will be requested when your special manufacturing order is ready and we send you photographic and/or video evidence of your complete order ready for shipment. In these cases, the shipping cost will not be known until your order is fully packaged and we can determine the total dimensions and weight of all your merchandise to provide the best shipping quote. No merchandise will leave the warehouse until the total amount of your invoice and the corresponding advance payment of the shipping cost have been received.

You can rest assured that we will always try to get you the best possible shipping price for your merchandise. If your shipping is cheap, you'll buy more from us, so your Abarrot representative will always get quotes from more than one shipping company and recommend the one with the best price.