Refund and Returns Policy

Overview

At Samur, each product is custom-made and crafted specifically for you. Due to the personalized nature of our items, we operate under a no-refund, no-exchange policy. Please review all product details and confirm your order carefully before purchase.

We do not accept returns or issue refunds for custom-made products, unless the item is defective or damaged upon arrival. Items must be unused, in their original packaging, and reported within 7 days of delivery for us to consider an exchange or replacement.

Unfortunately, we cannot accept returns due to buyer’s remorse, incorrect sizing, color preferences, or a change of mind. All on-demand and personalized products are final sale.

Damaged or Defective Items

If your item arrives damaged or defective:

• Comuníquese con nosotros inmediatamente a support@samurstore.com dentro de los 7 días posteriores a la recepción del producto.
• Include photos of the item and a description of the issue.
• We will assess the issue and provide a replacement or exchange if necessary.

Non-Returnable Items

Due to hygiene and safety regulations, the following items are non-returnable:

• Intimate or sanitary products
• Items marked as final sale

You are responsible for shipping costs related to any returns of defective items. Shipping fees are non-refundable. If a refund or replacement is approved for a damaged or defective product, we will cover the return shipping.

If a refund has been approved and you haven’t received it yet:

• Revise su cuenta bancaria y el extracto de su tarjeta.
• Contact your credit card provider as processing times can vary.
• Si ha hecho lo anterior y aún no ha recibido su reembolso, contáctenos a support@samurstore.com .

We only replace items if they are defective or damaged. If you need to exchange it for the same item, please email us at [email address] with photos of the damage and your order details. Custom or personalized items cannot be exchanged unless they are damaged.

If the item was marked as a gift when purchased and sent directly to you, you’ll receive a store credit for the value of your return, if applicable. Otherwise, the refund will go to the original purchaser.

For approved returns due to damage or defect, please send your item to North Carolina. You may consider using a trackable shipping service for high-value items, as we do not guarantee receipt of your returned item.

For any questions related to our return and refund policies, feel free to contact us at support@samurstore.com.