Refund Policy


Return Conditions:

The User may return the products purchased through the Website, provided that:

  1. Requests the return within 7 natural days following the delivery date OR, exclusively for cases of defective products, within the warranty period specified for the purchased products.
  2. The product(s) are in the same conditions as when they were delivered to the User and are, as far as possible, in the original packaging and labeling, or alternatively in a similar format that ensures the return in perfect condition.

Return Process:

The process for returning products will be as follows:

  1. The User must contact the customer service center of 2ene Studio within the established period, requesting the return of the products and providing their name, order number, names of products to be returned, and the address where the products will be picked up. In the case of returns due to defective products or products different from those purchased through the Website, the User must also state this circumstance and, if applicable, mention the defects in the products (hereinafter the "Return Request").
  2. Once the Return Request is approved, 2ene Studio may send the User a guide for shipping through the corresponding Transport Company, as well as schedule the date on which the Transport Company will pick up the products from the address provided by the User.
  3. The User must, if applicable, package the product in its original box or packaging, print and hand over the guide, as well as the products in their original packaging or box to the Transport Company on the scheduled date.


If payment was made by debit or credit card, the refund will be made through a chargeback on the same card used. If payment was made by other means, the refund will be made through a bank transfer to the User's account.

The User will be refunded the cost of the returned products plus the shipping cost paid by the User for the same.

2ene Studio is not and will not be responsible for expenses incurred by returns that do not follow the steps established in the procedure presented in the "Returns" section.

Refund period in case of cancellation

In the event of cancellation of the purchase made by the User in accordance with the "Cancellation of the purchase of products" section of these Terms and Conditions, 2ene Studio must request the refund to the User for the full amount paid by the User within 7 natural days from the date of the User's purchase cancellation.

Refund period in case of return

Once the products returned by the User are received, 2ene Studio will review the returned products.

If the products received by 2ene Studio meet the characteristics established in point 2 of the "Return Conditions" section, the Company will be obligated to refund the money paid by the User within 7 natural days from the day 2ene Studio received the returned product.