Refund policy

RETURN POLICY

Sales made through our website, as well as those made by final distributors, are final. No returns or exchanges will be accepted. However, the USER has the possibility to make claims regarding the products delivered within 48 (forty-eight) hours of receipt, provided that it is in one of the following cases: the product is expired, the product is damaged (broken packaging or spilled product), the product delivered does not match the product purchased, or there is a missing item from the original order.

In any of these cases, the USER must visit the Merchant’s facilities or contact by telephone so that the situation may be analyzed and a possible solution provided within 5 (five) business days from communication. The USER must return the product in the condition in which it was sent, including envelope, bag, box, and any other packaging, as well as all related pieces. All costs generated by the return shall be borne by the USER. If product replacement is deemed appropriate, it will be carried out within 20 (twenty) days after such determination.

Claims must be accompanied by photographs, evidence, order number, batch number, and, if applicable, video or other supporting documents. The Merchant shall not be responsible for the product if storage conditions indicated on the label were not respected. Returns of opened or used products will not be accepted.

The USER must track shipping guides and ensure that someone is available to receive the product. If the product cannot be delivered and is returned to the Merchant, the reshipping costs will be borne by the USER. In case the product is destroyed by the shipping company due to failed delivery, the loss will be assumed by the USER.

For orders placed outside Mexico, any inspection or retention by customs authorities that causes a delay will not be the responsibility of the Merchant. If the USER provides an incorrect delivery address, the Merchant will not be responsible for incorrect deliveries. Once the order is placed, no items may be modified or added; however, the USER may place a new order to purchase additional products.

Orders selected with cash payment must be settled within a maximum of 3 (three) business days from their placement; otherwise, they will be considered canceled. To be eligible for a return, the item must be unused, in the same condition as received, and in its original packaging with seal labels.

Once the return is received and inspected, the USER will be notified whether the request has been approved or rejected. If approved, the refund will be processed and credited to the original method of payment within a reasonable time.

If the USER has not received the refund, they must check their bank account, contact their bank or card issuer, since it may take time to reflect. If the refund still does not appear, they may request additional assistance.

Only regular-priced items will be refunded. Items on promotion are not eligible for refund. Products will only be exchanged if defective or damaged. The exchange will be for the same product.

If the item was marked as a gift, a gift certificate will be issued for the value of the returned item. Otherwise, the refund will be sent to the person who made the purchase.

To return your product, you must send it to: Carretera Saltillo Monterrey (sin número), Col. Eulalio Gutiérrez, Ramos Arizpe, Coahuila, C.P. 25900, Mexico. The USER will be responsible for covering shipping costs. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted. Depending on the USER’s place of residence, the time of receipt of the exchanged product may vary. If the returned item has a value greater than $500.00 MXN, it is recommended to use a trackable shipping service or purchase shipping insurance. The Merchant does not guarantee receipt of the returned product without these mechanisms.

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All sales are deemed to take place in Mexico and are governed exclusively by Mexican law. Products comply with Mexican regulations. It is the buyer’s responsibility to ensure compliance with any applicable local, state, or federal requirements in the United States. Any dispute shall be resolved before the competent courts of Saltillo, Coahuila, Mexico.