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Refund and Return Policy

Last Updated: October 21, 2026

At El Nacer (elnacer.com), customer satisfaction is our top priority. We stand behind the quality of our products and want you to be fully satisfied with your purchase.

Please read this policy carefully to understand your rights and our procedures regarding refunds, returns, and replacements.

1. Return & Refund Eligibility Window

  • Our policy lasts 30 days from the date your package is marked as delivered according to the tracking number. If 30 days have passed since delivery, unfortunately, we cannot offer you a refund or exchange.
  • To be eligible for a standard return, your item must be unused, in the same condition that you received it, and in its original packaging.

2. Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or if you received the wrong product, we will replace it or issue a full refund at no extra cost to you.

What to do:

  1. Contact us within 7 days of receiving the package at support@elnacer.com.
  2. Include your Order Number (e.g., #1001).
  3. Attach clear photos or a short video showing the damaged product, the flaw, and the shipping label on the package.

Once verified, we will process a replacement or full refund immediately without requiring you to ship the damaged item back.

3. Order Cancellations

  • You may request to cancel your order within 12 hours of placing it.
  • Once an order has been processed or dispatched by our fulfillment center (after 12 hours), it cannot be canceled. In this case, you must wait to receive the package and follow our return procedure.

4. Lost or Undelivered Packages

A package is considered lost if:

  • The tracking status shows no updates for more than 20 business days after shipment.
  • The tracking status explicitly states that the package was lost in transit by the carrier.

If your order is deemed lost in transit, we will issue a 100% full refund or send a replacement free of charge.

Note: We are not responsible for packages marked as "Delivered" by the carrier but reported missing by the customer, or for delivery failures caused by an incorrect/incomplete address provided at checkout.

5. Non-Returnable Items

Certain types of goods cannot be returned for hygiene and safety reasons:

  • Perishable goods.
  • Personal hygiene products, cosmetics, and intimate apparel.
  • Gift cards and downloadable software products.

6. How to Initiate a Return

  1. Contact our support team at support@elnacer.com with your order number and the reason for the return.
  2. If your return is approved, we will provide you with the return shipping address and instructions.
  3. Do not send your purchase back to the manufacturer or address on the original shipping box without contacting us first.

Please note: Customers are responsible for paying their own shipping costs for returning non-defective items. Shipping costs are non-refundable.

7. Refund Process & Timelines

  • Once your returned item is received and inspected, we will send you an email notifying you of the approval or rejection of your refund.
  • If approved, your refund will be processed automatically to your original payment method (Credit/Debit Card via Mercado Pago) within 5 to 10 business days, depending on your card issuer's processing times.

8. Contact Us

If you have any questions or need assistance regarding refunds and returns, please reach out to us: