Refund policy
RETURN AND REFUND POLICY — DE SOUSA HUGHES LLC
Revised June 8, 2026
Something not right? We'll sort it out. Below is a complete walkthrough of how returns, refunds, and exchanges work at DE Sousa Hughes LLC.
──────────────────────────────────────────
BEFORE YOU BEGIN
──────────────────────────────────────────
Take a moment to confirm your item qualifies for a return. Then follow the steps in the order shown. Skipping ahead — for example, shipping an item before receiving authorization — will slow things down.
──────────────────────────────────────────
THE RETURN WINDOW
──────────────────────────────────────────
You have thirty (30) calendar days, counted from the date your package was delivered, to tell us you'd like to return an item.
──────────────────────────────────────────
WHAT QUALIFIES
──────────────────────────────────────────
An item is eligible for return when ALL of the following are true:
[ ] The 30-day window has not expired
[ ] The item has not been used, worn, washed, or altered
[ ] It is in its original packaging
[ ] Tags, labels, and accessories are still attached
[ ] You can provide a receipt or order confirmation
──────────────────────────────────────────
WHAT DOES NOT QUALIFY
──────────────────────────────────────────
The following categories are final sale and cannot be returned:
• Gift cards and store credit
• Digital downloads, software licenses, and electronic content
• Custom, personalized, or made-to-order items
• Merchandise explicitly marked "Final Sale" or "Non-Returnable"
• Items that show wear, washing, alteration, or customer-caused damage
• Perishable products
──────────────────────────────────────────
STEP-BY-STEP: HOW TO RETURN
──────────────────────────────────────────
STEP 1 — REACH OUT
Contact us by email or phone. Include:
• Your order number
• The item(s) you want to return
• The reason for the return
Email: info@tiendaef.com
Phone: (415) 626-6883
STEP 2 — RECEIVE YOUR RMA
We will review your request within two business days and, if approved, issue a Return Merchandise Authorization number. This number must be written visibly on the outside of your return package.
⚠ Packages arriving without an RMA will be refused or returned to sender.
STEP 3 — PACK CAREFULLY
Use the original packaging whenever possible. If that's no longer available, choose a sturdy box and cushion the item well to prevent transit damage.
Tip: Photograph the packed item before sealing — this protects you if the carrier causes damage en route to us.
STEP 4 — SHIP IT
Send the package to the address we provide in the RMA confirmation. Use a trackable service and, for high-value items, consider purchasing shipping insurance.
DE Sousa Hughes LLC is not responsible for return packages lost or damaged in transit when the buyer arranged the shipment.
STEP 5 — INSPECTION AND REFUND
When the return arrives, we inspect it within 3–5 business days. You'll receive an email confirming approval or explaining why it was declined.
If approved, your refund is issued to the original payment method within 5–10 business days after that. Your bank or card issuer may take additional time to post the credit.
──────────────────────────────────────────
WHO PAYS RETURN SHIPPING?
──────────────────────────────────────────
SCENARIO COST
──────────────────────────────────────────────────────
You changed your mind You pay
You ordered the wrong size/color You pay
We sent the wrong item We pay (prepaid label)
Item arrived defective We pay (prepaid label)
Item was damaged in transit We pay (prepaid label)
When we provide a prepaid label, it will be emailed to you as a PDF. Print it, attach it, and drop the package off at the designated carrier location.
──────────────────────────────────────────
REFUND BREAKDOWN
──────────────────────────────────────────
What you get back:
✓ The product price you paid
What you do not get back:
✗ Original outbound shipping charges (unless the return is our fault)
✗ Any gift-wrapping or special-handling fees
Refunds are always returned to the same payment method used at checkout. If that account is closed or expired, contact us to arrange an alternative.
──────────────────────────────────────────
REFUND STILL MISSING?
──────────────────────────────────────────
If more than fifteen (15) business days have passed since we confirmed your refund:
① Log in to your bank or card account and search for the transaction.
② Call your bank — some institutions hold credits for manual review.
③ Still nothing? Email info@tiendaef.com or call (415) 626-6883 and we'll trace it from our side.
──────────────────────────────────────────
EXCHANGES
──────────────────────────────────────────
We offer a direct exchange when:
• The item arrived defective, or
• The wrong product was shipped
Contact us within 48 hours of delivery with your order number, a written description of the problem, and photographs of the item and its packaging. We will send a replacement as soon as possible at no cost to you.
If you want a different product altogether — not just a replacement of the same one — please return the original item under the standard process and place a fresh order.
──────────────────────────────────────────
CANCELLING AN ORDER
──────────────────────────────────────────
Changed your mind before we shipped? Great — cancellation is free. Contact us immediately.
Already shipped? You'll need to receive the delivery and then initiate a return. Refusal of delivery may result in restocking or rerouting fees charged by the carrier.
──────────────────────────────────────────
SALE AND PROMOTIONAL ITEMS
──────────────────────────────────────────
Discounted items follow the same return rules as full-price items. Your refund reflects the amount you actually paid after all coupons and promotions were applied.
──────────────────────────────────────────
CONTACT US
──────────────────────────────────────────
We're here to help — Monday through Friday.
DE Sousa Hughes LLC
101 Henry Adams St, San Francisco, CA 94103, United States
Phone: (415) 626-6883
Email: info@tiendaef.com
© 2026 DE Sousa Hughes LLC. All rights reserved.