Exchange and return policy
Warranty, exchanges and returns
In any case of returns, THE COMPANY will not refund the money paid and, failing that, will apply a credit in favor of THE CUSTOMER that can be used on other products that THE COMPANY offers.
If the CUSTOMER withdraws from the purchase and wishes to cancel their order only before delivery and acceptance, the cancellation may be processed. As indicated in the previous paragraph, a credit will be applied to the CUSTOMER.
The CUSTOMER must meet the general requirements and conditions to submit a request for an exchange and/or return. The request will be evaluated and approved by THE COMPANY in advance, based on whether the product meets the specific conditions for exercising the right of return. In all cases, the return request must be evaluated and approved by THE COMPANY.
Requirements:
- Any change or return must be made within five (5) calendar days from the date the product was received.
- The item must be delivered to the store in its original packaging. It is essential to have the complete product, as delivered, with all its components such as tags, accessories, packaging, original manuals in good condition, and the product with no signs of use or opening.
- If the products present a verified factory defect within 5 days of receipt, the customer will be assisted with the replacement of the unit.
- It is essential to present proof of purchase (electronic receipt/invoice) in case of loss or misplacement, it is important to file a police report.
- Present your ID card, Foreigner's Card or Passport.
- For products associated with a promotion (combos), all products included in the promotion must be delivered; otherwise, the exchange or refund will not be processed.
- THE CUSTOMER must send the product to the address indicated by THE COMPANY.
Please note that if the product(s) are not in their original packaging, the exchange will not be accepted. Exchanges will also not be accepted if the CUSTOMER does not have proof of payment (a copy of the receipt/electronic invoice), which must be submitted.
Important: Not all brands offer the option to request a refund due to a change of mind. Therefore, it is THE CUSTOMER'S responsibility to check the product's return policies and/or contact a customer service advisor provided by THE COMPANY before making the purchase and accepting the product(s).