Returns and exchanges
Deadline
You have [30] calendar days from receiving your order to request a return or exchange.
Conditions
The product must be unused, complete and in its original packaging, with labels, accessories and manuals.
How to request it
Write to us at [CONTACT EMAIL] or on WhatsApp at [PHONE] with your order number, the reason and photos of the product. We reply within [24] to [48] business hours with the authorisation and shipping instructions. We cannot process returns sent without prior authorisation.
Who pays for return shipping
- We pay if the product arrived damaged, defective, incomplete or is not what you ordered: we send you a prepaid label so you only have to drop the package at the branch.
- You pay if the return is due to a change of mind, size or colour. The rate is set by the carrier based on where you ship from, just like the original shipment.
Exchanges
If you want another size, colour or model, we send it as soon as we receive the original product, subject to stock. The first exchange [does not] carry an additional shipping cost.
Damaged product or missing parts
Let us know within [5] calendar days of delivery, with photos of the package and the product. With that we claim against the carrier and replace or refund your order without you having to wait for them to resolve it.
Refund
Once we receive the product and check its condition ([3] to [5] business days), we refund to the same payment method you used. Your bank may take a further [5] to [10] business days to reflect it. The original shipping cost is refunded only when the return is due to our error or defect.
Products that cannot be returned
[e.g. personalised or made-to-measure items, food and perishables, opened hygiene or cosmetic products, clearance items]. This is stated on each product page.
These conditions do not limit the rights granted to you by Mexico's Federal Consumer Protection Law (Ley Federal de Protección al Consumidor).