INCORRECT PRODUCT

If you have received a product different from the one purchased through the Black Tuna website, you have the right to request a replacement for the incorrect product or a refund of the paid amount, provided you make the claim within a maximum period of five (5) business days from the delivery of the goods.

How is the return process for an incorrect order?

1. You will receive a return guide that you must print to deliver the products or request a pickup.
2. Ensure that the items are packed in their original packaging; otherwise, returns or refunds will not be accepted.
3. Our logistics partner will come to your home to pick up the package, or you can take it directly to the physical store.
4. Once the order is received in our warehouse, it will be validated and authorized. You will receive a notification via email that your return has been successfully processed.
5. From this moment, our Customer Service Center can release your new order with the replacement item.

The time your return is in transit will depend on our logistics partner, although once received, we will process it as quickly as possible. Therefore, we must have at least 10 business days to receive and process your return.

DEFECTIVE PRODUCT

Si has recibido un producto defectuoso adquirido a través del sitio web de Black Tuna, tienes derecho a solicitar la sustitución del producto defectuoso, siempre que realices la reclamación dentro del plazo máximo establecido para cada producto desde la entrega de la mercancía:

A product is considered defective if:

• T-shirts and Caps: Items that contain any damage to their original design (tears, discoloration, etc.). The customer will have up to five (5) business days to make their claim.

How is the return process for a defective order?

1. Initiate your return process by contacting our Customer Service Center.
2. You will receive a return guide that you must print to deliver the products or request a pickup.
3. Ensure that the items are packed in their original packaging; otherwise, returns or refunds will not be accepted.
4. Our logistics partner will come to your home to pick up the package, or you can take it directly to the physical store.
5. Once the order is received in our warehouse, it will be validated and authorized. You will receive a notification via email that your return has been successfully processed.
6. From this moment, our Customer Service Center can release your new order with the replacement item.

The time your return is in transit will depend on our logistics partner, although once received, we will process it as quickly as possible. Therefore, we must have at least 10 business days to receive and process your return.

Consumers who purchase through this e-commerce page and make the payment through the same medium have the right to request a payment reversal when:

1. They are subject to fraud.
2. It corresponds to an unsolicited transaction.
3. The purchased product is not received.
4. The delivered product does not match the order.
5. The delivered product is defective.

To ensure the proper exercise of the right to reversal:

1. The consumer must report within five (5) business days following the date they became aware of the fraudulent or unsolicited transaction or the date they should have received the product, or the date they received it defective or not as ordered.
2. The consumer must file a complaint through one of the contact channels provided and informed on this e-commerce page, attaching the relevant evidence and/or documents.
3. When applicable, the purchase money will be refunded according to the refund conditions established in the section “How long will it take to process my Refund?”

1. Once our warehouse has confirmed your return, our Customer Service Center will initiate your refund process.
2. We will send a bank form to your email, which must be fully completed with the account information where you want your refund to be deposited.
3. When we receive this form with your details, our Customer Service Center can request our financial department to process your refund.
4. Black Tuna will require up to 10 business days to process the refund to your payment service provider. It is important to consider the time your payment service provider needs to provide your refund, as this may vary depending on the provider. Therefore, the time it takes for the money to be reflected in your account can vary between 7 and 10 additional business days.