Refund policy
Return and Refund Policy
Contact the store
Contact IN-SITES.STORE at proyectos@in-sitearchitects.com for return requests, refund questions, cancellations, or problems with an order. Include your order number and a description of your request. Our products may be fulfilled by different third-party suppliers. Please contact the store rather than an unfamiliar supplier for assistance.
Return window
Items may be returned within 30 days of the delivery date.
Eligibility
To be eligible for a return, items must be in their original, unused condition and in the original packaging. We do not accept returns on items that have been used, damaged by the customer, or are missing original packaging.
Damaged or defective items
If you receive a damaged or defective item, you must report it within 7 days of delivery. Please email us at proyectos@in-sitearchitects.com with your order number and photos of the damage.
Incorrect or missing items
If you received the wrong item or an item is missing, email us with your order number and identify the affected product. Include photos of an incorrect item and its packaging when available. Items may arrive in separate packages, so we will check whether a missing item is part of another shipment.
How to start a return
Email proyectos@in-sitearchitects.com with your order number and reason for return. Our team will review your request and provide return instructions within 2–3 business days.
Request confirmed return instructions and a return destination before mailing an item. Do not assume that a shipping label's sender address is an authorized return address.
Return shipping
The customer is responsible for return shipping costs unless the item was received damaged or defective.
Lost or incorrectly delivered orders
If your shipment appears lost, was delivered to an incorrect location, or is marked delivered but has not been received, email us with your order number and tracking number, if available. Confirm the delivery address shown on your order and describe the issue so we can review the shipment information and contact the fulfillment partner or carrier for assistance.
Cancellation requests
To request a cancellation, email us with your order number and identify the items you wish to cancel. We will check their fulfillment status and confirm the available next steps. If your request relates to a dispatch delay, tell us that you do not wish to wait and request cancellation and refund assistance. Do not assume a request has been completed until you receive confirmation.
Refunds
Once we receive and inspect the returned item, refunds are processed within 5–7 business days to your original payment method. You will receive an email confirmation once your refund has been issued.
If you have a question about a refund or have not received an expected refund, contact proyectos@in-sitearchitects.com with your order number.
Non-returnable items
Final sale items and gift cards are non-returnable.