Refund Policy

If you have an issue with your order, contact support@ombruja.com directly within 30 days of product delivery and provide all necessary information and photographic evidence. After investigation, we will determine if you are eligible to receive a replacement at no cost to you. Some issues do not qualify for replacement, they are outlined below.

OMBRUJA does not hold any inventory and does not perform any of the printing itself. Other than issues caused by technical error, we are not responsible for the quality and outcome of Produced Orders. However, if your order has issues, steps for resolution are outlined below.

OMBRUJA's Merchant Support team handles all conflict resolution. Clients agree to contact OMBRUJA's Merchant Support for all conflict resolution. If the Produced Order does not meet Customer expectations, Users must first contact OMBRUJA's Merchant Support within 30 days of product delivery. In order to best resolve the matter, the User should provide all relevant materials for OMBRUJA to investigate the issue, including a description of the Produced Order, the issue, and quantity of Products affected.

Products are unique and produced to order, therefore, they are non-refundable. Once an Order has been sent to production it is sent to the Provider and the User can no longer edit the details of the Order or cancel it.

If the shipment details are incorrect, or the Customer ordered the wrong size or color, OMBRUJA is not responsible and will not offer replacements or refunds.

The Production times listed on the Website are estimated average times and are in no way guaranteed. If Your Order seems to be taking an unusually long time to be produced or delivered, please contact OMBRUJA's Merchant Support team.

If the Produced Order is lost during Shipment, OMBRUJA will investigate and may provide replacements when appropriate. After investigating Your issue, if OMBRUJA's Merchant Support team determines that your Product is faulty, Your Orders will be submitted for either reprint or replacement. Refunds are only provided if a subsequent reprint or replacement is also found to be faulty by our Merchant Support team. Refunds will be issued in the form of credits to Your OMBRUJA balance.

OMBRUJA does not give refunds for orders that have been shipped without tracking until they are verified to be lost.

If an order is returned to the provider due to an incorrect address, the User will be contacted by OMBRUJA's Merchant Support to arrange a reshipment. The User will be liable for the reshipment costs once an updated address is provided and confirmed. Otherwise, packages will be donated after two weeks if OMBRUJA's Merchant Support is not provided with a valid address for the reshipment. Reshipment costs include the original shipping cost of the product and a service fee of $4. The service fee covers any Charge On Delivery (C.O.D) fees that we get charged by the fulfillment operator and handling fees.

If an order has not been delivered in 30 calendar days (for domestic US or regional EU orders) or in 45 calendar days (for international orders), merchants should contact OMBRUJA's Merchant Support within 1 week in order to be eligible for a reprint/refund.

Unfortunately we cannot refund any products in sale nor digital items.