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Returns and Exchanges

At LosReyes, we stand behind our products and provide a structured and consistent return and exchange process. By placing an order, you agree to the terms outlined below.

RETURNS PORTAL

All return and exchange requests must be submitted through our official returns portal.

To begin, select START A RETURN. 

Customers must provide their order number and the email, phone number, or ZIP code associated with the order to access their request. Requests submitted outside this system will not be accepted.

By initiating a return, the customer confirms that the product meets all eligibility requirements and conditions outlined in this policy.

Selection of a return reason does not guarantee approval. All returns remain subject to eligibility verification and inspection.

Return shipping terms are displayed within the portal and must be accepted prior to submission.

ELIGIBILITY REQUIREMENTS

All return or exchange requests must be submitted within 30 days of confirmed delivery of the full order. For pre-sale orders, the 30-day window begins once the full order has been delivered.

The product must be:

  • Unused

  • Unworn

  • In original packaging

  • Free from scratches, damage, or signs of wear

The return must be initiated through the official returns portal. The order must have been shipped within the United States.

Failure to meet any of these conditions will result in denial.

PRODUCT-SPECIFIC POLICY

EYEWEAR (EXCHANGE ONLY)

Eyewear is eligible for exchange only. Refunds are not available.

Exchanges are provided at no cost only after the returned product passes inspection and all policy conditions are met.

A $25 Exchange Processing & Security Fee is required to initiate an exchange and is fully refunded only after the returned product passes inspection.

The fee is non-refundable if:

  • The product is not returned

  • The product fails inspection

  • The product shows signs of use, damage, or wear

  • The return violates policy terms


All processing times begin only after the returned product is received and approved.

ACCESSORIES (REFUND ONLY)

Accessories are eligible for refund only. Exchanges are not available.

Refunds are issued only after the returned product is received and approved through inspection.

Products must be:

  • Unused

  • Undamaged

  • In original packaging

Original shipping costs are non-refundable.

Any signs of use, wear, or damage will result in denial.

Rejected products may be returned to the customer at their expense or discarded.
All processing times begin only after the returned product is received and approved.

DAMAGE OR INCORRECT PRODUCT CLAIMS

  • Claims must be submitted within 5 business days of delivery

  • Photo evidence is required

  • Damage resulting from use, wear and tear, or misuse is not eligible

NO WARRANTY

LosReyes does not provide warranty coverage.

Returns or exchanges are not accepted for:

  • Products damaged after use

  • Normal wear and tear

  • Accidental damage or misuse

INSPECTION & APPROVAL

All returned products undergo inspection upon receipt.

Approval requires:

  • No signs of use, wear, or damage

  • No scratches, scuffs, or alterations

  • Original packaging intact

Products returned in a condition inconsistent with the selected return reason may be denied.

LosReyes reserves the sole and final authority to determine eligibility.

SHIPPING & RETURNS HANDLING

All returns must follow the instructions provided in the returns portal. Failure to follow instructions may result in denial.

Customers are responsible for securely packaging returned products. Products damaged in transit due to insufficient packaging may be denied.

LosReyes is not responsible for:

  • Lost returns not processed through the portal

  • Misrouted shipments

SATISFACTION GUARANTEE

We stand behind the quality of our products.

If you are not satisfied with your purchase, you may request:

  • An exchange for eligible eyewear, or

  • A refund for eligible accessories

All requests are subject to full compliance with this policy and inspection approval.

KLARNA ORDERS (EXCEPTION POLICY)

Orders placed using Klarna:

  • Must be returned within 14 days of delivery

  • Must be unopened, unused, and in original packaging

  • Are not eligible for exchanges

Refunds are issued to the original Klarna payment method and may take up to 14 business days after inspection approval.

Return Address (Klarna Only):
LosReyes Returns – Klarna
7202 E 87th Street, Suite 114
Indianapolis, IN 46256
United States

FRAUD & ABUSE PREVENTION

All return activity is monitored.

Claims inconsistent with tracking, delivery confirmation, or product condition may be denied.

Excessive or abusive return behavior may result in restrictions.

LosReyes reserves the right to refuse service in cases of suspected abuse.

CUSTOMER AGREEMENT

By completing a purchase, the customer acknowledges and agrees to:

  • This Return & Exchange Policy

  • The requirement to use the official returns portal

  • LosReyes’ final authority in all inspection and eligibility decisions

SUPPORT

support@shoplosreyes.com

Response time: 1–2 business days