Policy of Changes, Returns and Guarantees

Our policy of changes, returns and warranties, has as main objective to satisfy the user of STATOORD S.R.L., implementing the guidelines to follow to facilitate the process of changes and returns of the products that can be acquired in STATOORD S.R.L. The same is consistent with the provisions of the regulations governing the rights of consumers and users in the Dominican Republic, this is the Constitution of the Dominican Republic, the General Law for the Protection of the Rights of the Consumer or User, No. 358-05, promulgated on September 9, 2005 (hereinafter, "Law No. 358-05") and the regulations for the application of the General Law for the Protection of the Rights of the Consumer or User, No. 358-05, promulgated on September 9, 2005 (hereinafter, "Law No. 358-05") and the regulation for the application of the General Law for the Protection of Consumer and User Rights, No. 358-05, of September 9, 2005, approved by Decree No. 236-08, dated June 30, 2008.

STATOORD S.R.L. is committed to comply with this policy of changes, returns and warranties. By purchasing in our portal www.statoord.com or mobile application statoord, you automatically access to our policy of changes, returns and guarantees, accepting its terms and conditions.

The customer, before making the purchase, must remember that most of the exchanges and returns can be avoided before making the purchase. For this reason it is important that the customer reviews the models and specifications, as well as the elements to take into account when purchasing a product. Also, the customer can communicate with our specialists in the area by writing to servicioalcliente@statoord.com, web portal and social networks.

STATOORD S.R.L. customers may "Cancel" any purchase made at www.statoord.com within a maximum period of 3 days after placing the order and before the order has left the STATOORD S.R.L. facilities, and may also request changes within a maximum period of 7 days from the receipt of the order, accessing through your account at www.statoord.com, twenty-four (24) hours a day, as long as applicable and in compliance with all terms and conditions of our Policy of Changes, Returns and Warranties.

To request cancellation, changes or refunds the customer must do it through our email servicioalcliente@statoord.com, creating a return request, indicating the order number and the reason for the request. This request will automatically be sent to STATOORD S.R.L. Customer Service Department.

Important note: It is essential to always have the box and accessories that came with the product for exchange and return purposes. 

Terms and Definitions

For the application and execution of these policies, "The User" shall be understood as any person who enters the website www.statoord.com or statoord mobile application.

The Customer is any natural or legal person, public or private, who acquires, consumes, uses or enjoys products and services www.statoord.com or mobile application to the trade name under which STATOORD S.R.L. operates, which is dedicated to the representation of brands, distribution and retail sale of clothing, through the web portal: www.statoord.com or statoord mobile application. 

Delivery failure: situation in virtue of which the order was not successfully delivered to the customer, after two delivery attempts or because the customer refuses to receive them, whether or not he/she informs STATOORD S.R.L. about their cancellation.

Credit: Credit that will be reflected in favor of the customer in his account at www.statoord.com or statoord mobile application, which may be used for purchases that the User wishes to make.

Return: It will be considered a return of an order when an order has already been invoiced and sent to the customer, the return can be resolution type "SUBSTITUTE ITEM", "BALANCE IN FAVOR OR CREDIT" OR "REBOUND". 

1. Warranties

In the Consumer Protection Law, garments are defined as perishable goods, as stated in Law No. 358-05, which provides in Article 3, paragraph b), defines perishable goods "as those whose consumption in optimal conditions can only take place during a limited period of time", under the provisions of this Law, the items offered by STATOORD S.R.L. are not entitled to a warranty.

2.      Exchanges and returns

It is essential to have the box and accessories, which came with the item for exchange and return purposes.

2.1 Return of orders when the delivery could not be carried out (delivery failure)

2.1.1 If at the time of delivery in the city of Santo Domingo, the order could not be delivered to the customer or the person authorized to receive the order, after two attempts because:

1. The client could not be found.

2. The person authorized to receive the order could not be found.

3. The customer could not be contacted.

4. The delivery address was wrong.

2.1.2 The customer will be notified through the email address registered by him/her in his/her user account in our portal www.statoord.com or mobile application statoord, in order to inform that such attempts were carried out and the customer will be informed that he/she can coordinate the shipment of the products again, assuming that it will be the customer's responsibility to pay for the transportation of the products, if applicable.

2.2 Cancellation of undelivered orders

2.2.1 It is considered a cancellation of an order which has already been paid by the customer, but has not been shipped by STATOORD S.R.L.

2.2.2 The customer has the possibility to request a cancellation of the order if it has not been shipped by STATOORD S.R.L. To request the cancellation of the order the customer must send an email to servicioalcliente@statoord.com. Indicating the reason for the cancellation. Once this return request with resolution type "Cancellation" is communicated to STATOORD S.R.L. in writing, the cancellation process will begin and the case will be evaluated. It will be validated if the reason for which the customer requests the cancellation of the order is justified or not. As long as the cancellation is made within the period for exercising the right of withdrawal, it will be accepted.

When the case evaluation process has been completed, it will be determined whether the cancellation is "ACCEPTED" or "REJECTED" in writing to the client. If applicable, the order will be cancelled and the value of the cancelled order will be credited to the user's account in our portal www.statoord.com or mobile application Statoord, so that the user can proceed to make a new purchase.

2.2.3 In the event that the "CANCELLATION" request does not proceed, which will be notified to the customer with the reasons, the order will continue its course and the customer will be charged for the order along with the handling and shipping charges.  

2.2.4 General conditions for returns due to order cancellation

1. The order must not have been shipped or invoiced by STATOORD S.R.L.
2. The item must not appear in the list of "products that do not apply for exchange, cancellations or returns", which will contain products that due to their personal or fungible nature, for health safety reasons or due to the extraordinary price conditions at which they were offered to the public are not subject to return or cancellation.

2.3 Return of orders that have already been delivered to the customer

2.3.1 A return of an order delivered to the customer is considered to be the process carried out by the customer whereby the customer requests the return of the product received. The return request is made by writing an email to servicioalcliente@statoord.com creating a return request, indicating the order number and the reason for the request.

2.3.2 When the customer makes a return request for an order that has already been shipped and invoiced and, therefore, is in Processed or Completed status, the customer has the possibility to make a return request with resolution type "REPLACE ITEM" or "BALANCE IN FAVOR". When such request is sent by the customer and is received by STATOORD S.R.L. through the mail servicioalcliente@statoord.com, the return process will start and will proceed to evaluate the request with a maximum duration of 5 working days. It will be validated if the reason for which the customer requests the return of the order is justified, unjustified or simply invalid. Provided that the cancellation is made within the period for exercising the right to a refund, it will be accepted. When the case evaluation process has been completed, the customer will be notified in writing via email to servicioalcliente@statoord.com, whether the refund request is ACCEPTED or REJECTED, depending on whether the reason for the refund is JUSTIFIED or UNJUSTIFIED. 

2.2.3 If the customer decides to return or not to accept an item, shipping and handling charges to and from STATOORD S.R.L. facilities will not be refunded.

2.3.4 Free shipping, super offers, coupons and other special promotions can only be used once. In other words, if the customer uses any of these promotions, he/she will not be able to use them again in case the product is returned or rejected.

2.3.5 In the event that the request is ACCEPTED and the type of resolution is "REPLACE ITEM" or "BALANCE IN FAVOR" the product(s) must be returned, sent by the customer to the previously established address and be at the facilities of STATOORD S.R.L. no later than 2 days after the customer has been informed that the request was approved, if the user lives outside the city of Santo Domingo, the product(s) must be at the facilities of STATOORD S.R.L. no later than 2 days after the customer has been informed that the request was approved. no later than 2 days after the customer has been informed that his request was approved, if the user lives outside the city of Santo Domingo the item must be at the facilities of STATOORD S.R.L. no later than 3 days after he has been informed, otherwise the return request will be considered as cancelled. 

2.3.6 Under no circumstances will a product be replaced or a credit balance will be made if it has not been received by STATOORD S.R.L.

2.3.7 The verification process of the return requests will have a maximum duration of 5 working days and at the end of this process the customer will be notified via email if the request was ACCEPTED or REJECTED. 

2.3.8 In the event that the product is received and upon receipt it is determined that the return request DOES NOT PROCEED and, therefore, is REJECTED, for any of the reasons of invalidation, the customer the order will be charged to the customer and will be given the option to keep the product in the original conditions of the same. The costs associated with transportation will be borne by the customer.

2.3.9 If the customer decides that he/she does not want the product he/she chose and purchased for UNJUSTIFIED reasons, STATOORD S.R.L. is not responsible, since this cancellation or return request DOES NOT PROCEED.

2.3.10 In case the customer requests a replacement, "SUBSTITUTE ITEM", and STATOORD S.R.L. does not have in stock the same product that the customer purchased, it will proceed to credit the User's account at www.statoord.com or statoord mobile application the total cost of the item paid by the customer or replace the item with an item of similar characteristics, crediting the total amount paid and charging the difference if any as appropriate. At this point it is the customer who decides which of the two options he/she prefers.

2.3.11 In case the return request is ACCEPTED but the reason for the return is determined as UNJUSTIFIED all costs associated with transporting the product to our facilities will be borne by the Customer. In the event that the customer has paid for the shipping of its products at the time of purchase, this amount will not be refunded, since the customer used the shipping service and the same fulfilled its work properly.

2.3.12 In the case of requests for refund with a resolution type of CREDIT, in which the customer has paid for the shipment of its products at the time of purchase, this amount will not be refunded, since the customer used the shipping service and the same fulfilled its work properly.

2.3.13 In the event that the request for the return of the "BALANCE IN ADVANTAGE" or "REPLACEMENT" is REJECTED and, therefore, does not proceed, the product(s) of your order will not be replaced and the amount of the order will not be credited as BALANCE IN ADVANTAGE. 

3.      General conditions for a return, credit balance and replacement (orders that have already been delivered to the customer)

1. The order must have been shipped, delivered, and invoiced by STATOORD S.R.L.

2. The merchandise is not on sale, since it is not subject to return, refund or replacement and has no exchange or refund.

3. The product must not be damaged or deteriorated by actions corresponding to customers.

4. The product must have original labels, accessories and packaging. 

5. The product must not show signs of substantial use, dirt, or wear.

6. The return will not proceed if the customer or user alleges a defect or defect by comparison with another good or service of higher quality or equal quality from another manufacturer or brand.

7. The purchased product must not be for intimate use. 

4.      Products that do not apply for exchanges, cancellations or refunds

4.1 We do not accept exchanges, cancellations or returns of the following products, unless the product has a manufacturing defect and meets the requirements of this policy, namely:

1. Undergarments, girdles, pantyhose, swimsuits or product for personal or intimate use.

2. Costume jewelry Garments, hats or objects that have an intimate use or that for health reasons are not suitable for resale.

3. Costume jewelry, jewelry, watches and lenses that there may be doubt as to whether their parts have been manipulated or replaced.

4. Makeup, creams, cosmetics and perfumes.

5.   Conditions for the shipment of the items to be returned

a) STATOORD S.R.L. is responsible for the return shipping costs if the purchased product does not correspond to the one ordered or if the purchased product does not meet the inherent characteristics, as long as it is within 7 days to exercise the right of return. 

b) If the return is different according to the previous paragraph, the customer assumes the costs and logistics related to the return of the item. As a general rule, the customer must request the collection of his package/product/item in order to proceed with the return of the product. If the customer exercises the right of return, this is within 7 days of purchasing the product.

c) If the customer is in Santo Domingo and at the time of picking up the product is not in its original packaging, we will not proceed with the collection of the product. 

d) If during the return process the customer sends the product(s) to STATOORD S.R.L. but the product(s) to be returned does not meet the requirements to be accepted by STATOORD S.R.L., such as the general conditions for a return for crediting or replacement, stated above, the product will be returned to the address registered by the customer and neither the crediting to the user account nor the replacement of the item will be made. STATOORD S.R.L. will notify of this situation via e-mail. The customer can coordinate the shipment of the products again, assuming that it will be his responsibility to pay for the shipment of the products.

6.      Justified reasons for a request for:

6.1 Refund

a) The customer was subject to phishing (identity fraud), credit card fraud, bank account appropriation fraud. Therefore, the purchase was made fraudulently. In this case AZUL services will take care of resolving the problem.

b) The product purchased does not correspond to the one ordered, in this case it would be a "credit balance", "replacement" or refund.

c) The purchased product does not comply with the inherent characteristics.

7.      Return refund conditions

7.1 If the order for which the customer is requesting a REFUND was paid by credit or debit card and the refund method chosen by the customer is reversal of the payment to his card, it will be refunded within a period that will depend directly on the bank and the intermediary electronic payment company used by the customer, from when STATOORD S.R.L. accepts the refund request (5 working days) as justified and valid. The time of the return request verification process does not apply within this payment term. 

7.2 In case STATOORD S.R.L. despite keeping the customer's payment information, does not have the necessary data to make the REFUND, specifically in cases of orders paid with online payment methods: bank transfer, BHD payment button, Popular Accounts, Tpago, the customer will be asked for all the necessary data, such as the bank, the account number, type of account, full name of the account holder and its identification number, for the realization of the bank transfer. 

8.      Processing of faults and damage during shipment

8.1 Before the customer accepts and signs for a shipment as received, the customer must thoroughly inspect the goods received to ensure that the goods(s) are in proper working order and in the condition described in the product offer. 

8.2 If the goods are damaged in the process of transport and delivery, the customer must write an email to servicioalcliente@statoord.com, making a return request with a "REPLACEMENT" or "SALDO SA FAVOR" resolution or a "REPLACEMENT" resolution, leaving written evidence in the request (e.g.: "Product received damaged", "Product packaging in bad condition") and additionally must include supporting photos and evidence. 

8.3 In the event that the fault is identified at the time of delivery, the customer must write an email to servicioalcliente@statoord.com, making a return request and immediately inform the delivery personnel so that they return the product to the warehouse or store of origin. 

8.4 In the event that the failure is identified after the product has been delivered, the customer has 24 hours after delivery of the product to send a return request, reporting the merchandise as defective to proceed with the REPLACEMENT of such product if applicable. 

Note: Exchanges and returns will be invalidated if the customer does not comply with the requirements set forth in this policy.

For more information please contact us at servicioalcliente@statoord.com, and we will get back to you as soon as possible.