Refund and Returns Policy for mexicashop.com

At mexicashop.com, our main goal is for you to receive your products in perfect condition and be completely satisfied with your purchase. We understand that unforeseen issues can sometimes occur during shipping. Therefore, we have established a clear and fair refund policy to protect you in these situations.

1. Eligibility for Refunds and Exchanges

A refund or exchange will only be processed under the following conditions:

• Damage due to poor transportation: If the product arrives visibly damaged, broken, or in a state that does not correspond to its original condition due to improper handling by the shipping company.
• Improper handling on our part: If the product has a manufacturing defect or damage directly attributable to an error in our packaging or order preparation process.

Important: The refund or exchange policy does not apply under the following circumstances:

• Buyer’s error: If you purchased the product by mistake. All products on mexicashop.com come with a detailed description, specifications, and, whenever possible, photographs that accurately represent the item. The buyer is expected to review this information before completing their purchase.
• Subjective dissatisfaction: Returns will not be accepted for reasons of personal dissatisfaction, such as the color not being as expected (if it matches the description), the size not being suitable (if measurements are specified), or if the product does not meet expectations that are not based on its description.

2. Process for Requesting a Refund or Exchange

For us to assist you effectively, you must follow these steps within a maximum of 3 business days from the date you received the product:

1. Notification: Send an email to hola@mexicashop.com with the subject line “Refund Request – [Order Number]”.
2. Detailed description: In the email, clearly describe the problem with the product.
3. Photo or video evidence: Attach clear photographs or videos to the email that show the damage or deterioration of the product and, if possible, the condition of the packaging upon delivery. This evidence is crucial for us to evaluate the case and file a claim with the shipping company if necessary.

Once we receive your request and evidence, our team will review it and respond within a maximum of 48 business hours to inform you about the next steps.

3. Product Cost Refund

If your request is approved, you have two options:

1. Full product refund: The full cost of the damaged product will be refunded to you using the same payment method you used for the purchase. The refund will be processed within 5 to 10 business days from approval.
2. Exchange for a new product: We will send a replacement product in perfect condition at no additional cost to you.

4. Shipping (Delivery) Cost

It is important to note that the shipping (delivery) cost will not be refunded. The transportation costs correspond to a delivery service that has been rendered, regardless of the product’s condition upon arrival. The refund or exchange will be limited exclusively to the value of the damaged product.

5. Additional Considerations

• Condition of the product for return: If the damaged product needs to be returned, we will provide you with shipping instructions. The product must be returned in its original packaging and in the same condition as you received it (with the exception of the reported damage).
• Inspection of the returned product: Once we receive the returned item, it will be inspected to confirm the reported damage. If the damage does not correspond to what was described in the initial request, the refund or exchange may be denied.

We are committed to transparency and customer satisfaction. If you have any questions about this policy, please do not hesitate to contact us at hola@mexicashop.com.