Refund policy

REFUND POLICY

At Athenara, we handcraft each pair and want your experience to be flawless. If you need an exchange, return, or warranty service, here's all the essential information.

EXCHANGES

You can request an exchange within 15 calendar days after receiving your order. For SALE products or special editions, the deadline is 5 days.

Conditions:

  • The product must be unworn and in perfect condition.
  • Must be returned in its original packaging.
  • Customer is responsible for shipping costs.

How to request an exchange: Email us at ventas@athenara.co with your order number, reason, and the model you wish to exchange for. We will provide instructions for shipping the product. If the new model has a higher value, you will pay the difference; if lower, you will receive store credit for a future purchase. We do not issue cash refunds for exchange requests.

RETURNS

Returns apply only to full-price products. You have 5 calendar days from delivery to request a return.

Conditions:

  • The product must be unworn and in perfect condition.
  • Shipping costs are not refundable.
  • Customer is responsible for return shipping costs.

Process: Email us at ventas@athenara.co with your order and reason. Once approved, you must ship it within the next 5 days. Refunds will be issued to the original payment method and may take up to 30 business days.

NON-RETURNABLE PRODUCTS

We do not accept returns on the following items:

  • Gift cards
  • Products purchased on promotion or sale (may be exchanged in some cases, but are not refundable)
  • Used products, with signs of wear, or damage caused by customer mishandling

DEFECTIVE PRODUCTS

If you receive a product with a manufacturing defect, you have 24 hours to report it.

Send us an email at ventas@athenara.co with:

  • Order number
  • Photos of the defect
  • Photos of the shoe (top view, front, heel, and sole)

If your case is approved, you must send us the product and we will cover the shipping cost. We will attempt to repair it; if not possible, we will exchange it for an identical or similar value item.

SALE ITEMS

SALE products have 5 days for exchange. Refunds do not apply. Discounts of 30% or more are final sales and have no exchange or return.

GIFTS

If you received a gift, you can request an exchange within 15 days. You can choose another product or a voucher for the same value. Cash refunds do not apply.

WARRANTY

Your Athenara footwear comes with a 60-day warranty for manufacturing defects.

Does not cover:

  • Damage from misuse
  • Natural changes in leather
  • Creases from flexing
  • Products altered by third parties

If warranty applies, we will first repair the product; if not possible, we will exchange it for another of equivalent value. The replacement will be shipped to the same address registered with your purchase.

With our quality guarantee, Athenara commits to: Repair the product if the damage can be corrected, or exchange the pair for a new one. If we don't have the same model, we will provide one of equivalent commercial value to what was paid.

To request warranty service, customers can contact us by email at ventas@athenara.co or through our WhatsApp line (+57 311 368 7624) to report the case. You will receive a response within a maximum of 15 business days.

The repaired product or replacement will be shipped to the same location registered by the customer at the time of purchase.

ONLINE STORE ONLY - UNITED STATES

This policy applies exclusively to purchases made through our online store at us.athenara.co for customers in the United States. Athenara does not currently operate physical retail locations in the US.