Report the problem
Customers will open a request from their order or through support and attach photos for damage, missing contents or the wrong version.
Returns & exchanges
A clear solution when something arrives wrong.
The final policy depends on product type, condition and Mexican law. This draft reserves the flow and information the site needs.
Eligibility review
Date, item condition, packaging, inclusions and cause will be checked. Deadlines and exceptions require legal review before launch.
Documented resolution
Depending on the case: replacement, return, refund or a specific agreement. No outcome is promised before reviewing the evidence.
- Case number
- Status and next steps
- Refund reconciled with the original payment