Updated on 13-10-2025
General Policy
Return period: 14 calendar days from the date of delivery of the order.
Refund processing time: up to 10 business days from the receipt of the returned product.
Return shipping costs: charged to the customer, unless the product is faulty or has been incorrectly shipped.
Cancellation of orders
You can cancel your order within 2 hours of the purchase, as long as you don't
has been sent. If the order has already been processed or shipped, you must wait to receive it and follow the return procedure described below.
Conditions for returns
We accept returns as long as the following conditions are met:
1. Deadline: The request must be made within 14 calendar days of receiving the order.
2. Product condition: The item must be unused, in its original condition, with all labels, accessories and original packaging in perfect condition.
3. Proof of purchase: It is necessary to attach the order number or proof of purchase.
4. Exceptions: For hygiene reasons, returns of products that are used, washed or without their original packaging are not accepted, unless they are defective.
Personalized or limited-edition items cannot be returned either, except for manufacturing defects.
How to make a return
To start the return process, follow these steps:
1. Contact our customer service by sending an email to
support@365-project.com with: Your order number, Reason for the return and Product Photos (if applicable).
2. Return Authorization: Once your request has been reviewed, our team will send you detailed instructions and the return address.
3. Packaging: Make sure to pack the product securely, including the form or authorization number provided.
4. Shipping: Ship the package using a courier service with a tracking number.
The shipping costs for the return are borne by the customer, except in cases of defect or error in the shipment.
Refunds
Once the return has been received and after verifying that the item meets the indicated conditions:
We will notify you by email of the approval or rejection of your refund.
Approved refunds will be processed using the same payment method used in the purchase, within a maximum period of 10 business days.
Please note that it may take a few additional days for your bank or payment provider to reflect the amount.
If after that time you have not received the refund, we recommend that you contact your bank. If the problem persists, please contact us at support@365-project.com.
Changes and replacements
We offer changes in the following cases:
If the product received is faulty or does not match the order.
If you need a different size or model, you must return the
original product and place a new order with the correct size or model.
In the event of an error or defect, 365 PROJECT will cover shipping and replacement costs.
Special Cases
Damaged or defective product: If your order arrives damaged or has a manufacturing defect, notify us within a maximum of 48 hours of receiving it, sending photographs to the customer service email.
Incorrect product: If you receive the wrong item, we will bear the costs of returning and shipping the correct product.
Lost packages: If your order does not arrive within the estimated time, contact us to initiate an investigation with the shipping company.
