Refunds, Exchanges, and Returns Policy

Last updated: July 2026

At Voyera, we want you to have a clear, secure, and satisfying shopping experience. This policy explains how to request a withdrawal from an online purchase, make an exchange, return a product, or report a defective or incorrect item.

This policy applies to purchases made through our online store with delivery within the Argentine Republic.

1. Right of withdrawal for online purchases

When you make a purchase through our online store, you may withdraw from it and request cancellation of the transaction within 10 calendar days from receipt of the product or from the conclusion of the contract, as applicable under current regulations.

Exercising the right of withdrawal will not carry any cost for the consumer. Once the order has been delivered, we will arrange pickup or return of the product free of charge, according to the applicable method.

To exercise this right, you can use the Withdrawal Button visibly available in our store or contact our customer service team.

There is no need to register, log in, or complete additional procedures to use the Withdrawal Button.

2. How to request a withdrawal

To start the request, you will need to provide:

• First and last name.
• Order number.
• Email address used in the purchase.
• Product you wish to return.
• Date the order was received.
• Address where the product is located.

Once we receive your request, we will send you a confirmation and the instructions needed to arrange the return or pickup.

Do not send the product on your own or via cash-on-delivery without first receiving our instructions.

3. Condition of the returned product

To facilitate the process, we ask that the product be kept with:

• Its original box or packaging.
• Tags, accessories, and included items.
• As little use or handling as possible.
• Adequate protection to prevent damage during transport.

For footwear, we recommend trying it on only on a clean, covered surface, avoiding outdoor use while you decide whether to keep it.

The legal right of withdrawal will not be limited by internal requirements that contradict Argentine regulations. However, we may assess any decrease in value caused by handling or use beyond what is necessary to check the product's characteristics and size.

4. Voluntary exchanges for size or color

In addition to the legal right of withdrawal, Voyera allows you to request a size or color exchange within 30 calendar days of receipt, provided that:

• The product has not been used outdoors.
• It shows no dirt, odors, stains, wear, or damage.
• It retains its original box, tags, and accessories.
• The receipt or order number is provided.
• The requested variant is available.

Exchanges are subject to stock availability.

When an exchange is requested solely due to a preference for a different size or color, and there is no error on Voyera's part nor a product defect, logistics costs may be charged to the customer. Before confirming the exchange, we will clearly inform you of any applicable costs.

5. Orders under "Buy 1, Get 2" promotions

When a purchase was made under a promotion such as "Buy 1, Get 2," both pairs are part of a single commercial offer.

Full return of the promotion

To request a full refund of the purchase, both pairs included in the promotion must be returned, unless the claim relates solely to a defective, incorrect, or missing product.

Exchange of a single pair

You may request a size or color exchange for one of the pairs, subject to:

• Stock availability.
• The exchange conditions stated in this policy.
• Any logistics costs communicated in advance.

Return of a single pair for personal preference

If you decide to keep one of the pairs and return only the other, outside of a defect or store error scenario, the refund, when applicable, will be recalculated based on the commercial value assigned to each product within the promotion.

The deducted amount will never exceed the amount actually paid.

6. Incorrect, defective, or damaged product

If you received a product that is:

• Different from what you purchased.
• In a different size or color than requested.
• Affected by a manufacturing defect.
• Damaged during transport.
• Incomplete.

Contact us as soon as possible.

To speed up the review, we will request:

• Order number.
• Clear photographs of the product.
• Photographs of the box and outer packaging.
• Photograph of the product label.
• A brief description of the issue.

After reviewing the case, we may offer, as applicable:

• Product exchange.
• Replacement of the unit.
• Repair, when appropriate.
• Full or partial refund.
• Another solution consistent with consumer rights.

When the issue is Voyera's responsibility or is a fault covered by the legal warranty, the costs necessary to resolve it will be borne by us.

7. Legal warranty

New products carry the legal warranty provided under Argentine regulations. The Consumer Protection Law currently establishes a minimum legal warranty of 6 months from delivery for new movable goods, without prejudice to any more favorable term we may offer.

The warranty covers manufacturing defects or problems that prevent the product from working or being used according to its nature and the information provided.

The warranty does not cover damage caused exclusively by:

• Incorrect use or use other than intended.
• Normal wear from use.
• Cuts, scratches, stains, or impacts occurring after delivery.
• Improper washing or cleaning.
• Excessive exposure to water, heat, or chemical products.
• Modifications or repairs made by third parties.
• Damage caused by choosing an unsuitable size and continuing to use the product.

These exclusions will not apply when the damage results from a pre-existing defect, lack of conformity, or breach attributable to the seller or manufacturer.

8. Products that cannot be returned through a voluntary exchange

Outside of the legal right of withdrawal and rights related to defective products, we may reject voluntary exchanges of items that:

• Have been used outdoors.
• Show visible wear.
• Have stains, odors, moisture, or dirt.
• Have been washed, altered, or repaired.
• Do not match the product originally sent.
• Were damaged after delivery.
• Do not include essential items that were delivered with the product.

Labeling something as an "offer," "promotion," or "sale" does not eliminate the consumer's legal rights.

9. Inspection of the return

Once the product is received, our team will verify:

• That it matches the reported order.
• Its overall condition.
• The presence of the box, tags, and accessories.
• The reason stated in the request.

After the inspection, we will inform you by email, as applicable, of:

• The refund.
• The exchange.
• A replacement.
• A request for additional information.

The inspection will not be used to limit non-waivable rights recognized under consumer protection regulations.

10. Refunds

When a refund is approved, it will be made through the same payment method used in the purchase, whenever technically possible.

The amount may include:

• The value paid for the product.
• The original shipping costs, when legally applicable.
• Other charges that must be reimbursed depending on the reason for the return.

For purchases made under promotions or discounts, the refund will never exceed the amount actually paid.

11. Crediting timeframe

Once the refund is processed, crediting may depend on the bank, card, digital wallet, or payment provider used.

As a reference, the amount may take between 5 and 15 business days to appear, although some institutions may require additional time.

Voyera will send you a confirmation once the refund has been issued.

12. Delayed refunds

If you received confirmation from Voyera but still do not see the money credited:

• Check the original payment method again.
• Contact your bank or issuing institution.
• Check whether the reimbursement appears as a pending transaction.
• Contact our support team, attaching the refund confirmation.

We will investigate the status of the transaction with the corresponding payment provider.

13. Cancellation before dispatch

You may request cancellation of your order before it is dispatched.

To do so, contact our team immediately, providing:

• Full name.
• Order number.
• Email address used in the purchase.

We will do our best to stop preparation of the order. If the order has already been dispatched, you will need to use the applicable withdrawal or return procedure.

14. Incorrect address, uncollected order, or refused delivery

It is the customer's responsibility to enter a complete and correct address.

When an order cannot be delivered due to:

• Incomplete or incorrect address.
• Repeated absence of the recipient.
• Failure to collect from a branch or pickup point.
• Unjustified refusal to accept delivery.

The order may be returned to the sender.

Before arranging a new shipment, we will inform you of any additional logistics costs that apply. This provision does not limit the consumer's rights when the failed delivery is the responsibility of Voyera or the contracted carrier.

15. Returns sent without authorization

We do not accept returns sent:

• Without a prior request.
• To an address other than the one provided by support.
• Via cash-on-delivery.
• Without information that allows the order to be identified.

Always contact us before sending back a product.