Replacement and refund policy

This policy explains what happens if something in your purchase arrives wrong, is delayed or sells out, and how we refund you. Effective October 3, 2026. Updated October 4, 2026 (all-inclusive delivery in Cuba).

1. Why there are no returns

Your purchases are shipped from Miami to Cuba or other countries, and returning an item from there isn’t feasible. That’s why we don’t accept returns from the final destination and, instead, we inspect every purchase in Miami before you ship it. If there’s a problem, we fix it without you having to send anything back.

2. The Miami inspection

When your purchase reaches the Miami warehouse, staff open each package and check that the items and quantities ordered are there, that they match what you bought (product, color and size) and that they have no visible damage. Photos of the contents are taken during the inspection; we send them to you, and you can also see them in your ExpreSur account.

If everything is fine, your purchase stays in your locker and we let you know it’s ready to ship with ExpreSur.

3. If we find a problem

If something is missing, broken or a different item arrives, we let you know (“We found a problem when checking your order”) and fix it in one of these ways: a free replacement delivered to your locker; a refund to your card of what you paid for the affected item; or store credit for that same amount. We suggest the solution and, when more than one is possible, you can choose.

The value of an item is what you paid for it, after deducting its share of any coupon and including its share of Florida sales tax.

4. If you see a problem

Check the photos of the contents when we tell you your purchase is ready to ship. If something doesn’t match your order, email us within 7 days of that notice and before your purchase leaves the Miami warehouse (that is, before you create your shipment in ExpreSur).

5. Everything is resolved before it leaves Miami

All problems with the items must be reported and resolved before your purchase leaves the Miami warehouse, based on the inspection and the photos of the contents we send you.

Once your purchase leaves the warehouse for shipping with ExpreSur, no claims against the store for the items (missing, wrong, damaged or defective) are accepted, because they were inspected and photographed at the warehouse. Problems with shipping from Miami or with customs are governed by ExpreSur’s terms.

In orders with “Delivery in Cuba,” the shipment to Cuba leaves as soon as everything has arrived, has been inspected in Miami and you have chosen the recipient: the warehouse inspection (with its photos) is what counts and, if we find a problem, we fix it before it leaves. If you see anything odd in the photos of the contents, email us right away.

6. Delayed orders

If your order is taking longer than expected, we mark it as “Delayed” and email you. You can wait or ask us to cancel the delayed items, and we refund everything you paid for them. If a package is lost on the way to Miami, we send you a free replacement or refund what was affected.

7. Sold-out items

If an item sells out after you pay and before we can prepare it, we let you know and refund what you paid for it. The rest of the order continues as usual.

8. What this policy doesn’t cover

Change of mind. A size that doesn’t fit you if the item is the size you ordered (before buying, compare your measurements with each product’s size guide). Slight color differences due to your screen. Normal wear and tear or misuse.

Damage, loss or delays during shipping from Miami or in the destination country, including customs decisions: ExpreSur handles these under its own terms (and its insurance, if you purchased it).

9. Cancellations

You can cancel your order at no cost during the first 60 minutes after payment, yourself, with the “Cancel order” button on your order page, or by emailing soporte@expremarket.com with your order number within that time. We refund the full amount and, if you used a coupon, it becomes available again while it’s still valid. After those 60 minutes, your order has been placed and can no longer be canceled.

10. How and when you get your money

Refunds go to the same card you paid with, through Square, and we issue them as soon as the case is resolved. Depending on your bank, they may take 5 to 10 business days to appear in your account. The part you paid with store credit comes back as store credit. We don’t refund in cash or to a different card.

Store credit doesn’t expire and is used on your next purchase with your account (with the same verified email). You can see it in My account.

In an order with “Delivery in Cuba,” if we refund items that never left Miami, we also refund their share of the “Shipping and customs to Cuba” service.

11. How to make a claim

Email soporte@expremarket.com, before your purchase leaves the Miami warehouse, with your order number and which item has the problem according to the inspection or the photos of the contents. We reply and keep you updated by email and on your order page.

If you have a problem, contact us before opening a dispute with your bank: that way we solve it faster. What happens with chargebacks is explained in the Terms and conditions.