Refund policy
Returns
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Return requests submitted after this period will not be accepted.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You must also provide the receipt or proof of purchase.
You may request a return by contacting us or directly through your customer account:
Request a Return from Your AccountYou may also contact us at: shop@conquistadorresort.com
If your return request is approved, you will receive instructions on how and where to send your package. Customers are responsible for return shipping costs. Items sent back without first requesting a return will not be accepted.
Please note that no restocking fees are charged on approved returns.
Approved returns must be sent to the following address:
El Conquistador Resort1000 El Conquistador Avenue
Fajardo, Puerto Rico 00738
United States View Return Address on Google Maps
Damages and Issues
Please inspect your order upon reception and contact us within 5 days of delivery if the item is defective, damaged, or if you received the wrong item, so we can evaluate the issue and provide a resolution. Failure to notify us within this timeframe may limit our ability to process your claim.
Exceptions / Non-Returnable Items
Certain items cannot be returned, including personal care items, custom or special-order products, and items classified as hazardous materials.
Sale items and gift cards are final sale and are not eligible for returns, refunds, or exchanges.
We reserve the right to determine, at our sole discretion, whether an item qualifies as non-returnable.
Exchanges
The fastest way to ensure you receive the item you want is to return the item you have. Once the return is approved, you may place a new order separately.
We do not guarantee product availability for exchanges, and all new orders are subject to current inventory levels.
Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days. Processing times may vary depending on your bank or credit card provider.
Original shipping charges, if any, are non-refundable except in cases where the return is due to an error on our part (including defective or incorrect items).
We are not responsible for delays in refund processing caused by financial institutions or payment processors.
If more than 15 business days have passed since your refund was approved, please contact us at: 787-863-1000
We reserve the right to refuse returns or refunds in cases of suspected fraud, abuse of the return policy, or where items do not meet the eligibility criteria described above.
