Refund policy

Last Update: 23/09/2025

At Telares, we understand the importance of customer satisfaction with every purchase. Due to the personalized nature of our textile products, we have specific cancellation and return policies that are essential to maintain the quality and service that define our company.

1. Cancellation Policy

1.1. Cancellations before processing: Orders can be canceled at no additional cost as long as the cancellation request is made before the order processing has begun.

1.2. Cancellations after processing has started: Once your order has begun processing, which includes cutting fabrics to the requested measurements, we cannot accept cancellations or modifications. This is because the materials have already been customized according to your specifications and cannot be reused or resold.

2. Return Policy

2.1. Returns for manufacturing defects: We accept returns of products with manufacturing defects. Claims for such defects must be made before confirming receipt of the order. We request that customers inspect their products immediately upon receipt and before acknowledging delivery.

2.2. Returns under warranty: For products covered by an active warranty, we accept returns if issues arise that are covered under that warranty. Details of what the warranty covers will be specified in the product documentation.

2.3. Return exclusions: Returns of textile products that have been cut to the customer’s specific measurements will not be accepted unless there is a manufacturing defect or an active warranty. This policy is due to the personalized nature of these orders.

3. Return Process

3.1. Initiating a return claim: To initiate a return claim, please contact our customer service team providing details of the order and the nature of the issue. Photographic evidence of the defects will be required to proceed with the claim.

3.2. Claim evaluation: Once the request and evidence are received, we will evaluate the case to determine if it complies with our return policies. If the return is approved, further instructions on how to proceed will be provided.

4. Refunds

If a return is approved, the refund will be processed using the same payment method used for the original purchase. Refunds may take several days to appear in your account, depending on your bank or credit card provider.

5. Contact

For any questions regarding cancellations or returns, or to initiate a claim, please contact our customer service team. We are here to help and ensure your experience with Telares is satisfactory. You can reach us via our contact form, by email at info@telares.com.do, or by phone/WhatsApp at +1 (809) 563-2206.