1. RETURN PERIOD AND CONDITIONS

You may return all or part of your order within 30 days of receiving it. Items must be unused, unwashed, with all tags attached and in their original packaging.
We reserve the right to refuse returns of items showing signs of use, washing, alteration, odours, damage attributable to the customer, or items received incomplete.

2. ITEMS NOT ELIGIBLE FOR RETURN

The following items are not eligible for return:
- personalised items, including pieces featuring a monogram, embroidery, typeface, thread colour, placement or other specifications selected by the customer;
- made-to-measure items or items produced to individual specifications;
- area rugs;
- items which, for hygiene reasons, have been used or whose protective seal has been removed, where applicable.

These exclusions do not limit the customer's rights in the event of a manufacturing defect, lack of conformity or an error attributable to Insula Tercera.

3. HOW TO START A RETURN

Sign in to your account at insulatercera.com and go to your orders.
Select the relevant order and choose Return items.
Select the item(s) you wish to return, provide the requested information and submit your return request.
Once your request has been reviewed and approved, you will receive an email with the return instructions.
Please do not send any items back before your return request has been approved.

4. RETURN COSTS

If the return is due to a manufacturing defect, lack of conformity or a shipping error, Insula Tercera will cover the reasonably necessary transport costs. In all other cases, return shipping costs are the customer's responsibility and the original shipping charge is non-refundable, unless otherwise required by law.

5. REFUNDS

Once the items have been received and inspected, we will notify you whether the return has been approved or refused. If approved, the refund will be issued to the original payment method within the applicable statutory period. The time taken for the funds to become available may vary depending on the bank or payment provider.
We may withhold the refund until we have received the items or until the customer provides proof that they have been sent, whichever occurs first.

6. EXCHANGES

Exchanges are subject to stock availability. To secure the piece you want, it may be quicker to return the original item and place a new order. The conditions and exclusions in this policy also apply to exchanges.

7. DAMAGED, DEFECTIVE OR INCORRECT ITEMS

Please check your order upon delivery. If you receive an item that is damaged, defective or different from the one ordered, contact us as soon as possible through the Contact page, stating your order number and providing photographs that allow us to assess the issue.