Refund policy

How do I return or exchange my product?

If the product is defective, you can request a return within 30 (thirty) calendar days from the delivery date of your order.

For product exchange or if you decide to cancel your purchase, the request can be made within 7 (seven) calendar days from the delivery date of your order.

To request a return or exchange, simply go to "My Orders," locate the desired order, and click on "Request Return." We will send you a postage code so you can return the merchandise. The cost of return shipping will be covered by us. The merchandise must be returned in its original packaging, in perfect condition, along with the original coupon, first copy of the invoice or DANFE with the reason for return described on the back. It is mandatory that the products have their original tags and seals intact. The product must be sent in a sealed package that adequately protects it against damage during transportation. The product must not show any signs of damage, use, or modification.

We do not accept returns of opened products, and maintaining the cellophane seal is mandatory for exchanges. Products with customization requested at the time of purchase are not eligible for exchange. The returned product will undergo quality analysis upon arrival at the distribution center. This analysis may take up to 5 business days from the product's arrival. After analysis, you will be notified of the refund process.

Returns for full refund must be made in their entirety: all purchased products and custom branded gift materials.

Credit card refunds have processing times regulated by each operator and may vary up to 90 days.

For bank deposits, you will need to provide your banking details at the appropriate time through our online return tool. Please pay attention to emails with instructions after making the request. Don't forget to keep your email updated in our registry and check your spam folder if you suspect you haven't received any communication.