Refund policy

Changes, Returns, and Refunds Policy

593 Origins

Last updated: August 2026

1. Our Commitment

At 593 Origins, we want you to receive a product that faithfully represents the quality, design, and care with which it was created.

If you need to request an exchange, a return, or report an issue with your order, we will review your case clearly and promptly, respecting this policy and any non-waivable rights that correspond to you under applicable legislation.

2. Return Request Period

You may request the return of a product within thirty (30) calendar days following the date you received the order.

The request must be sent before this period expires to:

hello@593origins.com

Submitting the request does not imply automatic approval. We will first verify that the product and the case meet the conditions established in this policy.

3. Product Conditions

To be eligible for a return or exchange, the product must:

  • be unused, unwashed, and unaltered;

  • retain its original tags;

  • include its accessories, packaging, and complementary items;

  • be clean and in a condition suitable for resale;

  • be presented along with the order number or proof of purchase.

We reserve the right to refuse a return if the item shows signs of use, washing, wear, stains, odors, modifications, customer-caused damage, or missing original elements.

4. How to Request an Exchange or Return

The customer must write to hello@593origins.com and include:

  • full name;

  • order number;

  • product involved;

  • reason for the request;

  • photographs in cases of damage, defect, or order error;

  • requested solution: exchange, return, or refund.

After reviewing the information, we will send return instructions and the corresponding address.

Products must not be sent without prior authorization, as they may not be correctly identified or accepted.

5. Exchanges for Size, Color, or Preference

Exchanges for size, color, design, or personal preference are subject to inventory availability.

In these cases:

  • the customer will assume the cost of returning the product;

  • the customer will assume the cost of the new shipment;

  • any price difference must be paid prior to dispatch;

  • if the new product has a lower value, the difference may be refunded or issued as store credit, depending on agreement and payment method capabilities.

We cannot reserve inventory while the returned product is in transit.

6. Defective, Damaged, or Incorrect Products

When the customer receives:

  • a product different from the one requested;

  • an incorrect size or variant due to an error by Origins;

  • a product with a manufacturing defect;

  • an item damaged during transit;

  • an incomplete order;

they must report it within five (5) calendar days following receipt.

The request must include clear photographs of the product, the packaging, the shipping label, and the identified damage or error.

Once the case is validated, 593 Origins may offer, as applicable:

  • replacement of the same product;

  • exchange for another agreed-upon product;

  • repair, when reasonable;

  • full or partial refund.

When the issue is attributable to 593 Origins or the contracted carrier, we will assume reasonable return and replacement costs.

7. Handcrafted Products

Many 593 Origins products are handcrafted. For this reason, minor variations in texture, tone, finish, dimensions, or print placement may exist.

These differences are not considered defects when they are inherent to the handcrafted process and do not affect the functionality, quality, or normal use of the product.

8. Products Ineligible for Return

Unless they present a defect, damage, dispatch error, or a mandatory legal right applies, returns will not be accepted for:

  • personalized products or items custom-made for the customer;

  • used, washed, altered, or damaged products after delivery;

  • opened or manipulated consumable products;

  • gift cards;

  • signed or numbered limited editions;

  • items whose return is not possible for hygiene or safety reasons, when this condition has been communicated prior to purchase;

  • products expressly identified as final sale.

These exclusions shall never limit mandatory consumer rights regarding defective goods, items different from those offered, or products unfit for their intended use. Ecuadorian legislation recognizes mechanisms for return, exchange, and repair within consumer protection frameworks; therefore, this commercial policy must be applied without overriding non-waivable rights.

9. Promotional Products

Products purchased at a discount or during promotions may be returned within the established timeframe, provided they meet the general conditions of this policy, except when clearly identified as final sale and permitted by law.

The refund will correspond to the amount actually paid by the customer, not the original price of the product.

10. Return Inspection

Upon receiving the product, our team will inspect its condition.

We will inform the customer if the return has been:

  • approved;

  • partially approved;

  • rejected, stating the reason.

The inspection may take up to five (5) business days from the receipt of the package.

11. Refunds

When a refund is approved, it will be processed using the same payment method used for the purchase, whenever technically possible.

Once processed by 593 Origins, the time it takes for the funds to appear in the customer's account will depend on:

  • the payment gateway;

  • the card-issuing institution;

  • the country;

  • the corresponding banking processes.

593 Origins does not control these timelines post-processing.

12. Shipping Costs

Original shipping costs are non-refundable when the return is due to size, color, personal preference, or customer decision.

Shipping costs may be refunded or assumed by 593 Origins when there is:

  • a dispatch error;

  • a confirmed defect;

  • damage during transit;

  • a breach attributable to the company;

  • an applicable legal obligation.

Tariffs, import taxes, and custom duties paid directly by the customer to authorities or third parties are not administered by 593 Origins. Their eventual refund must be requested from the entity that collected them.

13. International Returns

Before initiating a return from another country, the customer must request instructions at hello@593origins.com.

The package must be correctly declared as returned merchandise when applicable, following the instructions provided. Any cost caused by incorrect declaration, incomplete documentation, or unauthorized shipping may be deducted from the refund, provided applicable law permits it.

We will not accept international cash-on-delivery shipments or returns that generate unauthorized prior charges.

14. Rejected or Customs-Abandoned Orders

If the customer rejects the package, fails to provide required documentation, or refuses to pay import taxes and charges required at destination, the order may be returned, stored, or declared abandoned.

When the package is recovered and returned to Ecuador, the refund may deduct:

  • return transport;

  • storage;

  • custom charges;

  • administrative expenses;

  • deterioration or loss of the product;

always respecting mandatory consumer rights.

15. Cancellations Prior to Dispatch

The customer may request the cancellation of an order by writing immediately to hello@593origins.com.

We will attempt to halt preparation, but we cannot guarantee cancellation if the order has already been processed, personalized, or handed over to the carrier.

If the cancellation is approved prior to dispatch, the corresponding refund will be processed. Shopify allows separate configuration rules for cancellations of unfulfilled orders and returns of already delivered items.

16. Unauthorized Returned Packages

Items sent without prior authorization, to an address other than the one indicated, or via cash-on-delivery may be rejected.

The customer will be responsible for costs related to their recovery or reshipment, unless the return originates from an error attributable to 593 Origins.

17. Contact

To request assistance:

  • 593 Origins — NEOTROPICAECUADOR S.A.S.

  • Email: hello@593origins.com

  • Phone: +593 96 133 7885