Refund policy
Introduction
Before we begin, thank you for choosing to support our products and art. As artists dedicated to merchandising, every purchase helps fund our comic, provides economic support, and covers the investment in the products themselves (including the cost of materials, shipping, customs, time, etc.).
Returns
We have a 2-week return policy. This means you have 14 days after receiving the item to request a return.
The item must be in the same condition in which you received it — unused, with tags attached, and in its original packaging — in order for the return to be accepted. You will also need the receipt or proof of purchase.
To start a return, contact us at jertam.star@gmail.com or jernonsense@gmail.com. Please note that return shipping is the customer’s responsibility and items must be sent to the following address:
Alheli 1529, Santa María, Guadalupe, Nuevo León, México, 67198.
Returned items will not be accepted unless a return has been requested in advance.
For any questions regarding returns, you can contact us at the same email addresses above.
Damages and Issues
Please inspect your order as soon as you receive it and contact us immediately if the item is defective, damaged, or if you received the wrong item, so we can evaluate the issue and resolve it. Before initiating a return, please send photos of the product from the front, back, and sides, clearly showing the defect.
Exceptions / Non-Returnable Items
Certain items cannot be returned. These include custom-made products (such as special orders or personalized items), promotional items, items on sale, or cases in which the defect is not considered eligible for return. In special circumstances, refunds without a physical return may be accepted (this applies only to customers outside of Mexico).
Exchanges
The fastest way to get the item you want is to return the one you have and, once the return is accepted, place a separate order for the new item.
Refunds
We will notify you once we have received and inspected your return and will let you know whether the refund has been approved. If approved, the refund will be issued automatically to your original payment method within 10 business days. Please note that your bank or credit card issuer may take additional time to process and post the refund.
If more than 15 business days have passed since we approved your return, please contact us at jertam.star@gmail.com or jernonsense@gmail.com.
If the refund is not approved, depending on the condition of the product you will be offered one of the following options:
- A 10–30% discount on your next purchase, or
- An exchange for another product from the store, which will be shipped to you free of charge (local and national shipping only; international shipping is the customer’s responsibility).
If we do not receive a response regarding the proposed solution within 5 days, the product will be returned to you in the same condition it was received and the case will be closed.