Returns
Our policy lasts 15 days. If 15 days have passed since your purchase, unfortunately we cannot offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition as received. It must also be in the original packaging.

Several types of goods are exempt from return. Perishable goods, such as food, wine, flowers, newspapers or magazines.

Additional non-returnable items: Gift

cards Downloadable
software products Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)
Reserve with obvious signs of use.
Any item that is not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 15 days after delivery

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If approved, your refund will be processed and a credit automatically applied to your original credit card or payment method within a certain number of days.

Late or missing refunds (if applicable)
If you have not yet received a refund, first double-check your bank account.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you have done all of this and still have not received your refund, contact us at [email protected].

Sale Items (if applicable)
Only regular price items can be refunded, unfortunately promotion or discount sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged, by any action attributable to Vinos El Cielo. If you need to exchange it for the same item, please email us at [email protected] and send your item to: HOTELES Y VIÑEDOS DEL VALLE DE GUADALUPE, SA DE CV., BLVD. ADOLFO LÓPEZ MATEOS # 160 COL.SAN PEDRO DE LOS PINOS DELEG. ALVARO OBREGÓN, 01180 CDMX DF, Mexico.

Shipping
To return your product, you must mail it to HOTELS AND VINEYARDS OF VALLE DE GUADALUPE, SA DE CV, BLVD. ADOLFO LÓPEZ MATEOS # 160 COL.SAN PEDRO DE LOS PINOS DELEG. ALVARO OBREGÓN, 01180 CDMX DF, Mexico

You will be responsible for paying your own shipping costs to return your item. Shipping charges are not refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it takes for your traded product to reach you may vary.

If you are shipping an item over $75, you should consider using a traceable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.