EXCHANGE AND RETURN POLICY
The Company, MIC TRADING PANAMA S.A. (hereinafter “MIC - LITTLE MIC- MOVIES”), identified with RUC number 155723282-2-2022, in its online store, has product return policies, which are applied SOLELY and EXCLUSIVELY for reasons of: legal warranty, size or color, customer preference, incomplete order or order not delivered within the established period.
The maximum period to request a product exchange is sixty (60) calendar days, counted from the moment the customer received their order.
As a consequence of this return, the company will refund the money or generate a virtual voucher in favor of the buyer, for the value of the acquired product. In this sense, the customer may choose one of the following options when requesting a product exchange:
1. Exchange at a physical store: the customer may request the exchange through one of our physical stores and may request the same product, but in a different size, or request a change of reference. If the exchange is requested for a different reference and this has a higher value than the product being exchanged, this surplus must be assumed by the customer. The product for which the exchange is made must have a value equal to or greater than what the customer initially paid for the product being exchanged. In case the value of the new product exceeds the initially paid value, the customer must assume the surplus.
2. Exchange at the online store: if the customer does not wish to go to a physical store, they may also request the exchange by contacting the customer service line or sending an email to the customer service email address (which will be provided later). In this case, the company will proceed to collect the garment at the address indicated by the customer. Once it is received, a voucher will be generated in favor of the customer for the same value as the garment being exchanged.
This voucher can only be used for purchases through the website. In case the customer wishes to make a purchase and the final value to pay is lower than the voucher's value, the customer can use the voucher and have a remaining balance to use in future purchases. However, if the customer decides to make a purchase for a value higher than the voucher's value, they will have to cover the surplus.
3. Likewise, the customer may also request a refund of the money paid to the customer service area. However, if the buyer chooses to obtain a virtual voucher, no refunds will be issued.
In both cases, the customer may exchange the product for one of the same reference, but in a different size or color, as well as opt to exchange the garment for another of a different reference. However, the availability of garments is subject to inventory, therefore, if a garment is out of stock due to inventory reasons, the customer must exchange it for another product that is available.
In cases where the customer places an order, and the company later discovers that it does not have it in stock, we will refund the money or issue a voucher in favor of the customer, according to their choice. Likewise, when the product received by the customer is different from the one ordered, the company will offer a refund of the money effectively paid, or a voucher for a new purchase; this choice is up to the consumer. In any case, the customer must return the product following the instructions given by the company throughout this document. The same effects of money refund or voucher for future purchases apply when the customer exercises the right of withdrawal or the product does not reach the customer within the legal term. In the latter case, when due to an error by the shipping company or in the information provided by MIC TRADING PANAMA S.A. to the shipping company, the product does not reach its destination within the period informed to the consumer (counted from the day after the customer placed their order) they will have the right to receive a refund of all sums paid. Said refund must be made effective within a maximum period of thirty (30) calendar days.
TYPES OF VOUCHERS OFFERED
· Discount voucher: This is a percentage discount on your next purchase. In this sense, the voucher is not for the value of your purchase, but rather the customer is granted a percentage discount that can be used in a future purchase.
· Voucher or gift card: The customer is given a code to be used through the website, which will have the value of the purchase for which the return was requested. In this case, the customer can enjoy this voucher in a single purchase or in several. If the value of the new purchase exceeds the value of the voucher, the customer must pay the surplus; but if the value of the new purchase is less than the value of the voucher, the customer will have a surplus that can be used in their next purchase as they will have a remaining balance available. The remaining balance can be used with the same voucher or code that was initially given to the customer.
MONEY REFUND
To process the money refund under the conditions stated above, the customer must contact the CUSTOMER SERVICE area at +[*] or by email at moviesservicioalcliente@moviesshop.pa, subject: RETURN REQUEST.
Once we receive the return request, the product pickup will be scheduled (if applicable), which will take place within one (1) to eight (8) calendar days, depending on the pickup location. The return of your product will not incur any additional shipping costs. Once it is verified that the product was not used and is in good condition, the process for the money refund will proceed (as explained later) or a voucher for the amount effectively paid for the product will be sent, according to the customer's choice.
To return the delivered product, the customer can use the same packaging in which the order was delivered, or use packaging of their preference; however, the customer must make the good available to the company in the same conditions in which it was received, including, but not limited to, packaging and accessory material. Nevertheless, it is important that the packaging is appropriate according to the nature of the product, so that it is not affected during the transport process; it is recommended that it be placed in a completely sealed black bag. The packaging must be labeled with the following delivery address: [*].
Money refunds will be processed through one of the following options:
1. If payment was made with a credit/debit card: The refund will be escalated with the respective financial institution, and the refund will be effective on the credit/debit card used for payment, within a maximum period of 30 calendar days.
When the order delivery exceeds the delivery term informed by MIC, MOVIES and LITTLE MIC to the consumer, or when the product is not available in inventory, and the customer chooses to request a refund of the money, said refund will be made within a maximum period of thirty (30) calendar days.
The customer must provide their bank account details to proceed with the money refund.
TO TAKE INTO ACCOUNT
1. When requesting an exchange, MIC, MOVIES and LITTLE MIC will require the original invoice as a condition for the exchange.
2. The return applies to ALL cases of errors in size, color, item purchased, legal warranty. For cases where the purchase was made on a promotional item, the return will not be applicable, unless the return is requested under the legal warranty.
3. If the product was purchased on promotion and a return is requested for reasons of legal warranty, MIC TRADING PANAMA S.A. will maintain the original price of the product purchased, meaning, only the money effectively paid for the product will be refunded, even if such product, due to the discount period having passed, does not have the same price and is higher or lower. In any case, when the customer wishes to exchange the initially acquired product (reference) for another, they must pay the surplus if applicable.
4. MIC TRADING PANAMA S.A. will only refund, by means of an electronic voucher (as explained above, for online purchases), the amount of money that the customer ACTUALLY paid. In case of requesting the same reference, and it has a higher value, the consumer will not have to assume the surplus.
5. Discount coupons expire with their first use. If a return is requested for a purchase made with a coupon, this benefit does not apply to the next purchase.
6. Underwear, swimsuits, and personal care items are NON-RETURNABLE, unless there is a problem with the product's quality.
7. The processing time for a return or exchange request will be 10 business days. The ten (10) business day period will begin once MIC, MOVIES, and LITTLE MIC receive the garment at the warehouse, if applicable.
PRODUCT NOT SHIPPED
If, upon receiving the package/order, the customer notices that there are missing units, they may make the corresponding claim for the missing products. Therefore, it is necessary that when the carrier makes the delivery, the contents of the bag are carefully checked. If an inconsistency or missing units are found, the customer must contact the service channels to report what happened. For the report of an invoiced product not shipped, the company will proceed to conduct an investigation to avoid similar future inconveniences.
Our service channels are as follows:
· Telephone line: [+5073070082]
· Email addresses: