Refund policy

Our Comfort Promise

Returns, Replacements & Refunds Policy

Last updated: July 28, 2026

At Las Mareas, we want you to feel confident when shopping with us. This policy explains the remedies that may be available when a product is not the right fit or when an order arrives damaged, defective, incorrect, incomplete, materially different from its description, delayed, or missing.

Eligibility for a replacement, required return, Store Credit, or monetary refund depends on the product category, the circumstances of the claim, and the terms stated below.

Policy at a Glance

Eligible Bedding Products may qualify for the Keep-It Promise within 30 calendar days after delivery. Approved preference-related claims receive Store Credit after the required donation or gifting process.
Las Mareas does not provide monetary refunds or accept ordinary physical returns for Bedding Products because of personal preference or change of mind.
Linen Organization Products are not eligible for returns, replacements, Store Credit, or refunds because of change of mind after shipment.
Las Mareas does not offer direct exchanges for a different size, color, style, or product.
Genuine product and order problems are generally resolved through a matching replacement first. If a matching replacement is unavailable, a full refund is issued for the affected paid Sales Unit.
Claims must be submitted through an official claim channel and within the applicable deadline.

This summary does not replace the complete policy below. If there is any conflict, the complete policy controls.

Part One: General Terms

1. Scope of This Policy

This policy applies only to products purchased directly from lasmareas.store.

The customer must provide a valid order number, the email address associated with the order, or other sufficient information allowing Las Mareas to verify the purchase.

Products purchased through another seller, marketplace, platform, reseller, or third party are subject to the policies of the party from whom they were purchased.

Each order is governed by the version of this complete policy published when the order was submitted. Later changes do not apply retroactively to earlier orders, except where a change is required by applicable law.

2. Product Categories

Bedding Products

“Bedding Products” means products sold by Las Mareas for use on, over, or with a bed.

Bedding Products currently include, but are not limited to:

Sheet sets.
Mattress protectors.
Blankets.
Quilts and coverlets.
Similar bedding products that Las Mareas may add in the future.

Bedding Products do not include Linen Organization Products.

Linen Organization Products

“Linen Organization Products” means products intended for storing or organizing bedding, linens, clothing, or related household items.

This category includes:

Bedding and sheet organizers.
Storage organizers.
Under-bed storage products.
Similar organization and storage products.

Linen Organization Products are not covered by the Keep-It Promise.

Other Product Categories

Products that do not fall within either category remain covered by the general provisions relating to genuine product, order, shipping, cancellation, and refund issues.

Any preference-related return or Store Credit terms for another product category must be clearly stated in this policy or on the applicable product page before purchase.

Sales Unit

A “Sales Unit” means the complete product, set, bundle, multipack, or other unit sold as one item on the product page and shown as one purchased unit in the order.

3. Official Claim Channels

Claims must be submitted through one of the following official channels:

Email: lasmareas.support@gmail.com
Website: The contact form available on the Las Mareas website.

A claim is considered submitted on the date it is received through an official channel.

Comments, social media posts, and direct messages are not official claims unless Las Mareas confirms in writing that the communication has been converted into an open claim.

An automated response or confirmation that a message was received does not mean that a claim has been approved.

A claim is approved only when Las Mareas sends written confirmation stating the approved remedy.

4. No Direct Exchanges

Las Mareas does not offer direct exchanges for a different:

Size.
Color.
Style.
Product.
Product type.

Verified product or order issues are handled through the matching replacement process described in this policy.

A matching replacement provided because a product arrived damaged, defective, incorrect, incomplete, or otherwise eligible is a Replacement, not an optional exchange.

When a customer requests a different option before shipment, Las Mareas may attempt to cancel the affected item so that the customer can place a new order.

Changes and cancellations are not guaranteed once order processing has begun.

Part Two: Keep-It Promise for Bedding

5. Keep-It Promise Eligibility

All Bedding Products purchased directly from Las Mareas are eligible for the Keep-It Promise unless the applicable product page clearly stated before purchase that the product was excluded.

The Keep-It Promise applies when an eligible Bedding Product is not the right fit because of personal preference, including concerns relating to:

Feel or comfort.
Warmth or weight.
General suitability for the customer’s needs.
Color not working in the customer’s home.
A general change of mind.

There is no minimum trial period. An eligible claim may be submitted whether the Bedding Product has been opened, tried, or remains unopened.

The claim must be initiated within 30 calendar days after delivery.

6. Bedding Preference Claims

Las Mareas does not accept ordinary physical returns or provide monetary refunds for Bedding Products because of personal preference or change of mind, including when the product remains unopened or unused.

For an eligible preference-related Bedding claim, the Keep-It Promise and its Store Credit remedy are the only available remedy.

The Keep-It Promise does not apply when the customer selected the wrong size and the size information or measurements were correctly and clearly displayed before purchase.

When Las Mareas sends a size different from the size ordered, the matter is handled as an incorrect-item claim under the Product and Order Problems provisions.

7. Starting a Keep-It Claim

The customer must submit:

The order number and email address associated with the order.
The name of the product involved.
A brief explanation of why the product is not the right fit.
A recent, clear photograph showing the complete product, its current condition, and all pieces included in the Sales Unit.

Las Mareas may request additional reasonable photographs or a short video when necessary to review the claim.

Customers are not required to include people, faces, home addresses, telephone numbers, or other unnecessary private information in their evidence.

The customer must keep the product until Las Mareas completes its preliminary review.

The product must not be donated, gifted, discarded, returned, or otherwise transferred before Las Mareas provides written preliminary approval and instructions.

8. Required Product Condition

To qualify under the Keep-It Promise, the Bedding Product must be:

Clean and hygienic.
Complete.
Suitable for continued use.
Free from permanent stains.
Free from strong odors or mold.
Free from tears, burns, pet damage, or damage caused by misuse.
Washed according to the applicable care instructions when washing is reasonably necessary before donation or gifting.

Moderate use during a reasonable trial does not automatically make the product ineligible.

Manufacturing defects, transit damage, incorrect products, and missing pieces are not processed under the Keep-It Promise. They are handled under the Product and Order Problems provisions.

9. Donation or Gifting Requirement

After preliminary approval, the customer must donate the complete Sales Unit to a local charitable organization or gift it to another person.

The donation or gifting must be completed, and acceptable proof submitted, within 7 calendar days after Las Mareas sends preliminary approval.

The customer may request one extension of up to 7 additional calendar days. The extension request must be submitted before the original deadline and approved in writing.

The customer must not donate or gift the product before receiving preliminary approval.

If proof is not submitted by the applicable deadline, Las Mareas may close the claim without issuing Store Credit.

Donating or gifting the product after the claim has closed does not guarantee that the claim will be reopened.

A new claim cannot be initiated after the original 30-calendar-day claim period has expired.

10. Acceptable Donation or Gifting Evidence

Acceptable donation evidence may include:

A donation receipt or written confirmation.
A clear photograph showing the product at the donation location.

Acceptable gifting evidence may include a clear photograph showing the complete product prepared for or presented at the handoff, together with a paper displaying the applicable order number and date.

The evidence must reasonably show that the same complete product involved in the claim was donated or gifted.

The customer should not provide the recipient’s face, full name, address, telephone number, or other sensitive information.

Las Mareas may request clarification or additional evidence when the submitted proof:

Is unclear.
Appears altered or reused.
Does not show the applicable product.
Does not reasonably establish that the donation or gifting requirement was completed.

11. Complete Sets, Bundles, and Multipacks

A complete set, bundle, or multipack sold as one Sales Unit must be donated or gifted together.

For example:

A complete sheet set is one Sales Unit.
A multipack sold under one product listing is one Sales Unit.
A bundle sold for one combined price is one Sales Unit.

The customer cannot keep part of a Sales Unit and receive full Store Credit for the complete unit.

Original retail packaging is not required.

If a piece was missing when the order was delivered, the issue must be reported as a missing-item claim.

If a piece was lost, discarded, or damaged by the customer after delivery, the Sales Unit may be ineligible for full Keep-It Store Credit.

12. Keep-It Claim Limit

The Keep-It Promise is limited to one Sales Unit per household during any rolling 12-month period.

The 12-month period begins on the date the previous Keep-It claim was approved.

The limit applies even when:

Multiple products were purchased in the same order.
Products were purchased in separate orders.
Different customer accounts or email addresses are connected to the same household.

Las Mareas may reasonably identify a household using the shipping address, account information, linked orders, or similar order details to prevent duplicate claims.

A Keep-It claim cannot be divided between multiple products to avoid this limit.

This limit applies only to Keep-It preference claims. It does not limit legitimate claims involving damaged, defective, incorrect, incomplete, materially misdescribed, delayed, or missing products.

Each Sales Unit affected by a genuine product or order problem may be reviewed separately.

13. Store Credit Amount

An approved Keep-It claim receives Store Credit equal to the amount actually paid for the eligible product after discounts.

The Store Credit does not include:

Separately charged taxes.
Separately charged original shipping costs.

A free promotional product has no independent Store Credit value.

When an eligible paid product was part of a bundle, the Store Credit is based on the actual value allocated to that product in the order.

When a bundle cannot reasonably be separated, all required components must be donated or gifted together.

14. Issuing and Using Store Credit

Las Mareas will issue approved Store Credit within 3 business days after the donation or gifting evidence has been approved.

The Store Credit will be sent to the email address associated with the order.

Keep-It Store Credit:

May be used toward any available product sold by Las Mareas.
May be used partially, with the remaining balance retained for later use.
May be combined with available discounts unless the applicable promotion expressly prohibits combining offers.
Does not expire.
Is not redeemable for cash.
Cannot be refunded through a payment account.
Is non-transferable.
May not be sold.
Remains connected to the applicable customer, account, or email address.

If a new order costs more than the available Store Credit, the customer must pay the difference.

Shipping charges and taxes, when applicable, are calculated for the new order at checkout.

Free shipping applies when the new order qualifies under the shipping terms in effect at that time.

15. Products Purchased With Keep-It Store Credit

A product purchased wholly or partly with Store Credit issued through the Keep-It Promise is not eligible for another Keep-It claim.

The product remains covered for genuine issues such as:

Damage.
Defect.
Incorrect product.
Missing item or piece.
Material difference from the description.
Confirmed shipping loss.

If a refund is later required for such an issue, the portion paid with Store Credit is returned as Store Credit, and the portion paid through another payment method is returned to that original payment method.

Store Credit cannot be converted indirectly into money by purchasing a product and then cancelling it or submitting a preference-based claim.

16. Keep-It Claims for Gift Purchases

For a Bedding Product purchased as a gift:

The original purchaser must submit the Keep-It claim using the original order information.
The gift recipient may complete the approved donation or gifting requirement.
Store Credit is issued only to the original purchaser.
The claim counts toward the original purchaser and the household connected to the order.

Part Three: Linen Organization Products

17. Change-of-Mind Policy

Linen Organization Products are not covered by the Keep-It Promise.

After a Linen Organization Product has shipped, Las Mareas does not accept a return or provide a replacement, monetary refund, or Store Credit because of personal preference or change of mind, even when the product remains unopened or unused.

This includes situations where the customer:

No longer needs the product.
Prefers another color, shape, or style.
Selected the wrong size when measurements were correctly and clearly displayed.
Determines that the product does not fit the intended space.
Finds another product or alternative.
Decides that the product is unsuitable for personal reasons.

Cancellation requests submitted before shipment are handled under the Cancellation provisions.

Genuine product and order problems remain covered under the following sections.

Part Four: Product and Order Problems

18. Covered Problems

This section applies to all current and future products sold by Las Mareas.

A claim may be submitted when a product:

Arrives damaged.
Has a manufacturing defect.
Is materially defective.
Is different from the product ordered.
Is missing a required piece or component.
Is materially different from the description displayed at the time of purchase.

The claim must be initiated within 30 calendar days after delivery.

The 30-day period is the deadline to initiate the claim, not necessarily to complete every review, return, replacement, or refund step.

A claim submitted on time may remain under review after the 30th day, provided that the customer follows the applicable evidence, communication, and return deadlines.

19. Required Evidence

The customer must provide:

The order number and email address associated with the order.
A clear description of the problem.
Clear photographs showing the complete product and the reported problem.

Depending on the circumstances, Las Mareas may also request:

Photographs of the shipping package.
A photograph of the shipping label.
Photographs of all items and packaging contents received.
A short video when a photograph cannot reasonably demonstrate the problem.
Other reasonable evidence necessary to verify the claim.

The customer must keep the product, packaging, and all received pieces until Las Mareas provides written instructions.

The customer must not return, discard, donate, repair, alter, or destroy the product before receiving written instructions.

The absence of the original packaging does not automatically make a claim ineligible, but it may affect the ability to verify transit damage.

20. Review Period

Las Mareas will normally review a complete claim within 3 business days after receiving all required information and evidence.

The review period does not begin until the claim is reasonably complete.

Las Mareas may request additional reasonable information when necessary.

Submission of information or evidence does not guarantee approval.

A claim becomes approved only when Las Mareas provides written confirmation of the approved remedy.

21. Remedy Sequence

For an approved product or order problem, Las Mareas follows this remedy sequence:

Provide a matching replacement of the affected product or send the missing piece or component.
If only one piece of a set or multipack is affected, Las Mareas may first attempt to replace that individual piece.
If the required piece is unavailable, Las Mareas may replace the complete Sales Unit.
If a matching replacement or required component is unavailable, Las Mareas will issue a full refund for the affected paid Sales Unit.

The customer is not required to accept a different:

Product.
Size.
Color.
Style.
Sales Unit.
Number of pieces.

Las Mareas does not substitute Store Credit for a monetary refund required under this section unless the customer and Las Mareas separately agree in writing or applicable law requires another remedy.

22. Meaning of a Matching Replacement

A matching replacement means:

The same product.
The same size.
The same color or selected option.
The same Sales Unit.
The same number of pieces.

A different size, color, style, or product is not a matching replacement.

If the exact purchased option is unavailable, the matching replacement is considered unavailable.

23. Replacement Availability and Timing

When no return is required, Las Mareas will begin the approved replacement or missing-component process within 5 business days after approval.

When a return is required, the replacement process begins after the required return step has been completed and confirmed.

If Las Mareas cannot begin the matching replacement process within 5 business days because the matching product is unavailable or no confirmed availability date exists, the replacement is considered unavailable.

Las Mareas will then begin issuing the applicable full refund within 3 business days after confirming that the matching replacement is unavailable.

A statement that a product may return to stock at an uncertain future date does not require the customer to wait indefinitely.

“Begin the replacement process” does not mean that delivery will occur within 5 business days. Delivery timing depends on fulfillment and carrier operations.

24. Refusing an Available Matching Replacement

When Las Mareas can provide an approved matching replacement or missing component, the customer is not automatically entitled to a monetary refund merely because the customer prefers one.

If the customer refuses the available approved remedy, Las Mareas may close the claim without issuing a refund, unless applicable law requires otherwise.

When the approved remedy requires the original product to be returned, the replacement process will not begin until the required return step has been completed.

25. Problems With a Replacement

If an approved replacement itself arrives damaged, defective, incorrect, or incomplete, the customer must report the problem within 30 calendar days after delivery of the replacement.

The customer must provide the required evidence.

Las Mareas will not issue a second replacement for the same affected Sales Unit.

After verifying the problem with the replacement, Las Mareas will issue a full refund for the affected paid Sales Unit to the original payment source or sources.

A replacement product is not eligible for the Keep-It Promise because it was not purchased as an independent Sales Unit.

26. Returns Required for Verified Problems

Las Mareas will notify the customer in writing whether a return is required.

When a return is required for a verified problem not caused by the customer, Las Mareas will provide:

Approved return instructions.
The authorized return address.
A prepaid return label or another approved no-cost return method.

The customer will not be charged for approved return shipping relating to a verified problem not caused by the customer.

Las Mareas does not operate a general customer returns warehouse.

Products must not be sent to Las Mareas, the address printed on the original package, a supplier, or any other address unless that address was specifically authorized in writing.

27. Return Deadline

When Las Mareas provides an approved return label or return instructions, the customer must deliver the parcel to the designated carrier within 7 calendar days.

The customer may request a reasonable extension before the deadline. Any extension must be approved in writing.

The customer should retain the carrier receipt and tracking information.

If the parcel is not handed to the carrier by the deadline, Las Mareas may:

Cancel the return label.
Close the claim.
Delay the approved remedy until the required return step is completed.

28. Return Shipment Responsibility

When the approved return label is used and carrier tracking shows that the carrier took possession of the parcel, the customer is not responsible if the parcel is later lost in transit.

Las Mareas will address the loss with the carrier or fulfillment provider.

If the customer cannot provide a carrier scan, receipt, or other evidence that the parcel was handed to the carrier, the return may not be considered completed.

The customer may remain responsible when the parcel was sent:

Without authorization.
Using the wrong label.
To an unauthorized address.
Without following the approved return instructions.

29. Packing a Required Return

The customer must:

Follow the written packing instructions.
Return only the product or pieces requested.
Use reasonable protective packaging.
Avoid including unrelated items.
Avoid including unnecessary personal information.
Provide a photograph of the packed parcel when reasonably requested.

Original retail packaging is not automatically required unless Las Mareas specifically requests it and it remains available.

The original verified problem remains covered. However, additional damage caused by negligent or inadequate return packing may affect claim processing.

If the returned product differs from the product involved in the claim, required pieces are missing, unauthorized items were returned, or instructions were not followed, Las Mareas may pause the claim and request clarification.

The claim may be denied when the issue cannot reasonably be verified because of the customer’s failure to follow the approved return instructions.

30. Unauthorized Returns

Las Mareas does not accept unauthorized returns.

The customer must receive written return instructions and an approved return address before shipping any product.

A product sent without authorization, or sent to Las Mareas, the address on the package, a supplier, or another unapproved address:

May not be received.
May not be identifiable.
May not be recoverable.
May not be returnable to the customer.
Does not automatically qualify for a replacement, Store Credit, or monetary refund.

The customer assumes the costs and risks of an unauthorized return unless the incorrect address was provided in written instructions issued by Las Mareas.

Sending an unauthorized parcel does not constitute a properly initiated claim and does not extend any applicable claim deadline.

31. Conditions That Are Not Product Defects

The following are not considered product defects or Las Mareas order errors:

Damage caused by misuse.
Damage caused by improper handling or storage.
Washing, drying, or cleaning contrary to the product care instructions.
Stains, odors, tears, burns, or pet damage occurring after delivery.
Normal wear from use.
Minor and reasonable variations in color, texture, appearance, or measurement caused by screen settings, lighting, natural material variation, or manufacturing tolerances.
Selection of the wrong size, color, or option when the correct information and selection were displayed before purchase.

A Bedding Product that is unsuitable because of personal preference may qualify for the Keep-It Promise.

A Linen Organization Product that is unsuitable because of personal preference does not qualify for a return, replacement, Store Credit, or monetary refund after shipment.

32. No Separate Extended Warranty

Unless a specific product page expressly stated otherwise at the time of purchase, Las Mareas does not provide a separate extended warranty after the claim periods stated in this policy.

This provision does not limit any rights that cannot legally be waived.

Part Five: Refunds

33. Refund Amount

When a full refund is approved for an affected paid product, the refund is based on the amount actually paid for that product after discounts.

Discounts, promotional savings, and price reductions are not refunded as money or additional value.

Las Mareas does not provide partial refunds for verified product or order problems under the remedy structure in this policy.

34. Taxes and Original Shipping

When the affected product is the entire order, the refund includes:

The amount actually paid for the order.
Separately charged tax.
Separately charged original shipping.

When only one product in a multi-product order is affected, the refund includes:

The amount actually paid for the affected product.
Any separately charged tax attributable to that product.

General shipping charges for the complete order are not refunded unless the shipping charge was specifically attributable to the affected product or applicable law requires otherwise.

Approved return shipping for a verified issue not caused by the customer is provided at no cost to the customer.

35. Split Payments

Refunds are returned to the original payment source or sources used for the order.

When an order was paid using more than one payment source:

The Store Credit portion is returned as Store Credit.
The amount paid through another payment method is returned to that original payment method.

A refund cannot be redirected to another person, unrelated account, card, or payment method merely at the customer’s request.

36. Closed or Unavailable Payment Accounts

Refunds are issued to the original payment method whenever reasonably possible.

A refund cannot be redirected to another person, an unrelated account, or a different payment method merely because the customer requests it.

If the refund cannot be completed through the original payment method for technical or legal reasons, Las Mareas will process the refund according to the applicable payment provider’s procedures and applicable law.

The customer may be required to contact the payment provider, card issuer, bank, or financial institution to access the refunded amount.

37. Refund Confirmation and Processing Time

Las Mareas will send written confirmation when the refund process has been initiated.

A refund is considered issued by Las Mareas when its processing has been confirmed through the applicable payment system.

The time required for the refund to appear in the customer’s account is controlled by the payment provider or financial institution.

If the refund does not appear after the payment provider’s expected processing period, the customer should first contact the payment provider or financial institution.

Las Mareas may provide an available transaction reference or confirmation to assist with the inquiry.

38. Customer-Initiated Expenses

Las Mareas does not reimburse expenses, services, or purchases arranged by the customer without prior written approval.

This includes, but is not limited to:

Purchasing a replacement from another seller.
Professional cleaning or laundering.
Disposal costs.
Shipping arranged independently by the customer.
Transportation costs.
Lost time or lost income.
Other incidental expenses.

When Las Mareas requests an action involving a specific expense, the expense must be approved in writing before the customer incurs it.

The remedies available under this policy are limited to those expressly stated in it, unless Las Mareas agrees otherwise in writing or applicable law requires otherwise.

Part Six: Shipping and Delivery

39. Shipping Area

Las Mareas ships only to valid street addresses within the contiguous 48 United States.

Las Mareas does not ship to:

Alaska.
Hawaii.
United States territories.
P.O. Boxes.
APO, FPO, or DPO addresses.
Military or diplomatic mail addresses.

Standard shipping is free for eligible orders within the service area unless otherwise stated at checkout.

40. Customer Responsibility for the Shipping Address

The customer is responsible for providing a complete, accurate, and supported street address.

Acceptance of an address by the checkout system does not guarantee that the address is supported or deliverable.

Las Mareas is not required to independently verify every address before the order enters processing.

If an unsupported, incomplete, or apparently incorrect address is identified before shipment, Las Mareas may contact the customer and request a valid address.

The customer will have 3 calendar days after the notice is sent to provide a valid supported address.

If the customer does not provide a valid address within that period, Las Mareas may cancel the order or affected item and issue a full refund to the original payment source or sources.

Las Mareas cannot guarantee that an address can be changed after processing or shipment has begun.

41. Address Problems Discovered After Shipment

When an order has already been shipped to the address entered by the customer, Las Mareas is not responsible for a delivery failure, delay, refusal, return, or loss caused by:

An incorrect address.
An incomplete address.
An unsupported address.
Failure to collect the parcel.
Customer refusal.
Other address information supplied by the customer.

Additional shipping, return, or recovery costs caused by the customer’s address or delivery actions may be deducted or charged as described in this policy.

42. Tracking Shows Delivered but the Parcel Is Not Found

The customer must report a missing-delivery concern within 7 calendar days after tracking shows “Delivered.”

Before submitting the claim, the customer should check:

Other household members.
Neighbors.
Building staff.
Entrances and side doors.
Mailrooms.
Safe locations around the property.

Las Mareas will review the available tracking information, proof of delivery, and fulfillment records and may open an investigation with the carrier or fulfillment provider.

If the carrier confirms that the parcel was delivered to the wrong address or confirms that it was lost, Las Mareas will provide a matching replacement.

If the matching replacement is unavailable, Las Mareas will issue a full refund for the affected paid Sales Unit.

When the available evidence reasonably confirms delivery to the correct address entered by the customer, compensation is not automatic.

Las Mareas will assist with the carrier or fulfillment investigation but may deny a replacement or refund when the evidence confirms correct delivery.

A claim will not be denied solely because tracking displays “Delivered” without first reviewing the reasonably available evidence.

43. Tracking Has Not Updated

When tracking shows no movement or update for 10 consecutive business days, the customer may contact Las Mareas to request an investigation.

A lack of tracking movement does not automatically mean that the parcel is lost.

If tracking resumes, delivery will continue.

If the carrier or fulfillment provider confirms that the parcel is lost, Las Mareas will provide a matching replacement.

If the matching replacement is unavailable, Las Mareas will issue a full refund for the affected paid Sales Unit.

The customer will not be charged for an approved replacement relating to a confirmed shipping loss.

44. Delivery Delay While Tracking Continues

Estimated delivery dates are estimates and are not guarantees.

A parcel is not considered lost merely because the estimated delivery date has passed while tracking continues to show movement.

Las Mareas may assist with carrier follow-up, but a replacement or refund is not issued unless the parcel is confirmed lost, incorrectly delivered, or undeliverable under the terms of this policy.

45. Delayed Shipment Before Dispatch

Las Mareas must have a reasonable basis for the shipment timeframe displayed for an order.

If Las Mareas cannot ship an order within the shipment timeframe stated at checkout, or within 30 days when no shipment timeframe was stated, Las Mareas will notify the customer before the applicable period expires.

When reasonably available, the notice will provide a revised shipment date and allow the customer to:

Consent to the delay; or
Cancel the unshipped item and receive a full refund.

If Las Mareas cannot provide a definite revised shipment date, the notice may explain that the shipment date is currently unknown and provide the customer with the available cancellation options.

When affirmative customer consent is required to continue the delay and the customer does not provide that consent, the affected unshipped item will be cancelled.

If Las Mareas determines that the item cannot be shipped, it will cancel the affected item and issue a full refund.

The customer retains the right to request cancellation before shipment during an approved indefinite delay.

Refunds required under this section will be initiated promptly to the original payment source or sources.

46. Split Shipments

An order may be delivered in more than one parcel and on different dates, particularly when products are fulfilled from different locations.

An item is not considered missing merely because another part of the order arrived first.

The customer should review all tracking numbers and allow the separately listed parcels to be delivered.

When all related parcels show as delivered but a product is missing, the claim must be submitted within 30 calendar days after delivery of the last related parcel.

When a parcel is delivered but a piece expected inside that same parcel is missing, the matter is handled as a missing-item claim.

The customer is not charged additional shipping solely because Las Mareas divided the order into multiple shipments.

47. Original Parcel Arrives After a Replacement or Refund

If an original parcel arrives after Las Mareas has issued a replacement or refund for confirmed loss, the customer must notify Las Mareas and follow the written instructions provided.

The customer must not assume that both the original parcel and the replacement may be retained without notifying Las Mareas.

48. Return to Sender

A tracking status of “Return to Sender” does not automatically create a right to a refund.

Las Mareas must first confirm that the parcel was received by the applicable fulfillment party and determine its condition.

When the return resulted from an incorrect or unsupported customer-provided address, refusal, failure to collect, or another customer-caused delivery problem, the customer may choose not to have the parcel shipped again.

When a refund is otherwise available, Las Mareas may deduct the actual documented:

Non-refundable original shipping cost.
Return shipping cost.
Carrier or fulfillment fees caused by the delivery failure.
Other costs directly caused by the customer-provided address, refusal, or failure to collect.

No such deductions apply when the return resulted from an error by Las Mareas or its fulfillment process.

Any deduction, reduction, or denial is limited to the actual documented loss caused by the incorrect address, refusal, failure to collect, or other customer-caused delivery issue, and only to the extent permitted by applicable law.

If the parcel cannot be recovered or its condition cannot reasonably be verified, Las Mareas will review the available evidence before determining whether any refund remains due.

49. Re-Shipping a Recovered Parcel

A returned parcel may be shipped again only when:

The fulfillment party confirms that it has been recovered.
The parcel remains suitable for re-shipment.
Re-shipment is operationally available.

When the return resulted from the customer’s incorrect address, refusal, or failure to collect, the customer must pay the actual re-shipping cost.

The cost must be disclosed and approved before re-shipment.

Free shipping applies only to the original qualifying shipment and does not cover customer-caused re-shipment.

When re-shipment is required because of an error by Las Mareas or its fulfillment process, the customer will not be charged.

Part Seven: Cancellations and Order Changes

50. Cancellation Requests

Cancellation requests must be submitted as soon as possible.

Las Mareas may attempt to cancel an order before shipment, but cancellation is not guaranteed once processing has begun.

A cancellation is confirmed only when Las Mareas sends written confirmation that the order or applicable item was successfully cancelled.

Submitting a cancellation request does not itself stop processing or shipment.

If the order ships before Las Mareas confirms the cancellation, the order remains active and is governed by the applicable terms of this policy.

51. Product, Size, or Color Changes

Las Mareas does not modify the product, size, color, or selected option within an order after it has been submitted.

When the order can still be stopped, Las Mareas may cancel the applicable item so that the customer can place a new order containing the correct selection.

52. Successful Pre-Shipment Cancellation

When an order or item is successfully cancelled before shipment, Las Mareas will issue a full refund to the original payment source or sources.

When Store Credit and another payment method were both used, each portion is returned to its original source.

After shipment, an order cannot be cancelled.

Refusing a parcel after shipment is not a successful cancellation and is handled under the Return to Sender provisions.

Part Eight: Special Circumstances

53. Discounted and Promotional Products

Discounted and promotional products remain covered for genuine:

Damage.
Defect.
Incorrect product.
Missing item or component.
Material difference from the product description.
Confirmed shipping loss.

The remedy sequence is the same as for a full-price product.

When a refund is required, it is based on the amount actually paid after the discount, not the regular or pre-discount price.

A discount has no independent monetary value.

Discounted Bedding Products remain eligible for the Keep-It Promise unless expressly excluded on the product page before purchase.

The Store Credit amount is based on the amount actually paid after discounts.

If Las Mareas later designates a product as “Final Sale,” that designation may restrict preference-based remedies or Keep-It eligibility only when clearly disclosed before purchase.

A Final Sale designation does not eliminate remedies for genuine product or order problems where those remedies are required by this policy or applicable law.

54. Free Promotional Products

A free promotional product has no independent refund or Store Credit value.

If a free promotional product arrives with a verified problem, Las Mareas may provide the same promotional product when it remains available.

If the same promotional product is unavailable, no monetary refund or Store Credit is issued for the free item.

When a free promotional item is a required component of a Keep-It set, bundle, or offer, all required components must be donated or gifted together.

A paid component of a bundle follows the regular remedy sequence:

Replace the affected component when possible.
Replace the complete Sales Unit when the component cannot be replaced separately.
Issue a full refund for the paid Sales Unit when a matching replacement is unavailable.

55. Gifts With Genuine Product or Order Problems

A gift recipient may report a genuine product or order problem using the original order number and sufficient information to verify the purchase.

Las Mareas may contact the original purchaser or request authorization from the original purchaser.

When appropriate, a matching replacement may be delivered to the gift recipient or another valid supported address, subject to reasonable verification and purchaser approval when necessary.

If a replacement is unavailable, any monetary refund is issued only to the original purchaser’s original payment source or sources.

No monetary refund or Store Credit is issued to a gift recipient who did not pay for the order.

The applicable claim period begins on the date the gift product was delivered.

56. Resale and Transfer of Policy Rights

The rights and benefits provided by this policy do not transfer when a product is resold or otherwise transferred to another person.

This policy does not cover products purchased:

Used.
Through resale.
From an unauthorized seller.
From a person who originally purchased the product from Las Mareas.

A verified gift recipient is the limited exception and remains subject to the gift provisions in this policy.

A person who resells a product cannot later submit a claim for that product after transferring it to another person.

Donation or gifting completed under an approved Keep-It claim does not affect the approved claim because the transfer is a required part of the Keep-It process.

Part Nine: Claim Administration

57. Customer Response Deadline

When Las Mareas requests information, photographs, evidence, confirmation, or another required step, the customer must respond within 10 calendar days after Las Mareas sends the request.

If the customer does not respond, Las Mareas may close the claim as incomplete.

The customer may request a reasonable extension before the claim is closed.

A closed claim may be reopened when the required information is received before the original claim-submission deadline expires.

After the original claim period has expired, reopening is not guaranteed.

58. Calendar Days and Business Days

“Calendar days” include weekends and holidays.

“Business days” mean Monday through Friday, excluding United States federal holidays.

Customer submission and response deadlines continue to run during weekends and holidays.

Las Mareas processing periods measured in business days resume on the next business day.

59. Determining the Delivery Date

The delivery date is normally the date on which carrier tracking shows that the parcel was delivered to the shipping address entered for the order.

When different products are delivered in separate parcels, each product’s applicable claim period begins when the parcel containing that product is delivered.

For a missing product in a multi-shipment order, the claim period begins after delivery of the last related shipment.

When a carrier corrects a delivery scan or delivery date, Las Mareas may use the corrected information.

If tracking information is unreliable or incomplete, Las Mareas may reasonably determine the delivery date using:

Carrier records.
Proof of delivery.
Fulfillment records.
Other available evidence.

A replacement product receives a new product-problem claim period beginning on the date the replacement is delivered.

60. No Duplicate Compensation

A customer may not receive more than one full remedy for the same product, loss, or value.

This includes receiving:

Both a full refund and a replacement.
Both a full refund and Keep-It Store Credit.
Compensation from Las Mareas and full compensation from a payment provider, carrier, insurer, or another third party for the same loss.

When the customer has received partial compensation from another source, Las Mareas may deduct that amount from any further remedy relating to the same loss.

If a replacement was issued and the original product later arrives, the customer must notify Las Mareas and follow the written instructions provided.

61. Payment Disputes and Chargebacks

When a payment dispute, chargeback, or payment-provider claim is opened for the same order or product, Las Mareas may pause its internal claim process until the external proceeding is resolved.

If the customer receives full compensation through the external proceeding, no additional refund, replacement, or Store Credit is provided for the same value.

If the customer receives partial compensation, that amount may be deducted from any remaining approved remedy.

A full refund issued through any source ends Keep-It eligibility for the refunded product.

A partial refund is deducted from any Keep-It Store Credit that might otherwise be approved for the same product.

62. Claim Verification and Abuse Prevention

Las Mareas may request reasonable evidence and may pause or deny a claim for documented reasons, including:

False or materially misleading information.
Altered, reused, or unrelated photographs.
Duplicate claims for the same product.
Linked accounts or addresses used to avoid the Keep-It household limit.
Attempts to receive duplicate compensation.
Returning a product different from the product involved in the claim.
Failure to follow required return or verification instructions.

Las Mareas will not deny claims arbitrarily.

Limited identity verification may be requested only when reasonably necessary to verify the purchaser, protect an account, or investigate suspected claim abuse.

A denied or disputed Keep-It claim does not remove the customer’s ability to report a separate genuine product or delivery problem involving another eligible purchase.

63. Applicable Law

Las Mareas may apply this policy consistently to protect customers and prevent misuse.

Nothing in this policy limits any consumer right or remedy that cannot be waived under applicable law.

Where applicable law requires a different or additional remedy, Las Mareas will comply with that requirement.

Contact Us

Questions or claims relating to this policy may be submitted through:

Email: lasmareas.support@gmail.com
Website: The contact form available on the Las Mareas website.