Refund policy

Return Window

You have 7 business days after receiving your order to request a return or exchange.

Product Condition

To be eligible for a return or exchange, items must be:

  • Unused and in new condition
  • With original tags attached
  • In their original packaging

Important Notice

Due to the handcrafted nature of our products, each piece may have slight variations that make it unique.

Returns are only accepted in cases of verified manufacturing defects. We do not accept returns based on personal preferences such as style, color, or design.

Items damaged due to misuse or handling by the customer are not eligible for return.

Exchanges

We offer exchanges for size only, under the following conditions:

  • The product must meet all return requirements
  • The customer is responsible for all shipping costs, including return shipping and reshipping of the new item
  • Exchanges are only available for the same product

How to Request a Return or Exchange

To initiate a return or exchange, please contact us:

Email: atencionalcliente@sombrerosmartis.com
WhatsApp: +57 321 634 8780

Our team will guide you through the process.

Return Shipping

Customers are fully responsible for all shipping costs associated with returns and exchanges, including both the return shipment and the cost of sending the new item again.

Shipping fees are non-refundable.

Items must be sent to:

Carrera 49 #53-89
Los Panches Shopping Center, Suite 204
Medellín, Colombia

+57 321 634 8780

Refunds or Replacements

Once the item is received and inspected:

  • If a manufacturing defect is confirmed, you may choose a refund or replacement
  • Refunds are issued to the original payment method

International Orders (USA, Canada & Mexico)

For all international orders:

  • Customers are responsible for all shipping costs, including the original shipping, return shipping, and reshipping
  • Original shipping fees are non-refundable
  • Customs duties and import taxes are non-refundable

Lost Shipments

If your order is lost by the shipping carrier, Sombreros Martis will provide:

  • A replacement product, or
  • A full refund

Brand Statement

Sombreros Martis is a Colombian brand specializing in artisan hats, ponchos, ruanas, and accessories inspired by equestrian and western lifestyle culture. Based in Medellín, Colombia, we proudly ship our products internationally while supporting Colombian artisans and traditional craftsmanship.

Contact Information

Email: atencionalcliente@sombrerosmartis.com
Phone / WhatsApp: +57 321 634 8780

Policy Acceptance

By purchasing from our store, you agree to the terms outlined in this Returns & Exchanges Policy.