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Refund and Return Policies
RETURNS
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Our policy lasts 30 days for physical products, and up to 48 hours before the reservation date for in-destination experiences. If 30 days have passed since your purchase of physical products or your reservation date has passed, unfortunately we cannot we can offer a refund.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in its original packaging.
There are several types of goods that are exempt from being returned. Perishable items such as food, wine, flowers, newspapers or magazines cannot be returned. We also do not accept items that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable products:
* Gift cards
* Some health and personal care products
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are some situations where only partial refunds may be granted: (if applicable)
* Books with obvious signs of use
* Any item not in its original condition, is damaged or missing parts for reasons not due to our fault.
* Any item that is returned more than 30 days after shipment.
Refunds (where 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 you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (where applicable)
If you have not received your refund yet, please check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. It often takes some time before your refund is posted.
If you have followed all these steps and still have not received the refund, please contact us at ecommerce@vinoselcielo.com.
Sale items (where applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (where applicable)
We only replace items that are defective or damaged. If you need to exchange it for the same item, send us an email to ecommerce@vinoselcielo.com and send the item to: Blvd. Adolfo López Mateos 160, San Pedro de los Pinos, Álvaro Obregón, 01180 Mexico City, CDMX
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you'll receive a gift credit for the value of your return. Once we receive the item, a gift certificate will be mailed to you.
If the item wasn't marked as a gift when purchased, or the gift giver had the gift recipient shipped to you to give to yourself later, we will send a refund to the gift giver and he will find out about your return.
Shipment
To return your product, you must send it to: Blvd. Adolfo López Mateos 160, San Pedro de los Pinos, Álvaro Obregón, 01180 Mexico City, CDMX
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-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 may take for your exchanged product to reach you, may vary.
If you are shipping an item over $1,000.00 MXN, you should consider using a trackable shipping service or purchasing shipping insurance. We don't guarantee that we will receive your returned item.
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Our policy lasts 30 days for physical products, and up to 48 hours before the reservation date for in-destination experiences. If 30 days have passed since your purchase of physical products or your reservation date has passed, unfortunately we cannot we can offer a refund.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in its original packaging.
There are several types of goods that are exempt from being returned. Perishable items such as food, wine, flowers, newspapers or magazines cannot be returned. We also do not accept items that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable products:
* Gift cards
* Some health and personal care products
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are some situations where only partial refunds may be granted: (if applicable)
* Books with obvious signs of use
* Any item not in its original condition, is damaged or missing parts for reasons not due to our fault.
* Any item that is returned more than 30 days after shipment.
Refunds (where 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 you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (where applicable)
If you have not received your refund yet, please check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. It often takes some time before your refund is posted.
If you have followed all these steps and still have not received the refund, please contact us at ecommerce@vinoselcielo.com.
Sale items (where applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (where applicable)
We only replace items that are defective or damaged. If you need to exchange it for the same item, send us an email to ecommerce@vinoselcielo.com and send the item to: Blvd. Adolfo López Mateos 160, San Pedro de los Pinos, Álvaro Obregón, 01180 Mexico City, CDMX
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you'll receive a gift credit for the value of your return. Once we receive the item, a gift certificate will be mailed to you.
If the item wasn't marked as a gift when purchased, or the gift giver had the gift recipient shipped to you to give to yourself later, we will send a refund to the gift giver and he will find out about your return.
Shipment
To return your product, you must send it to: Blvd. Adolfo López Mateos 160, San Pedro de los Pinos, Álvaro Obregón, 01180 Mexico City, CDMX
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-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 may take for your exchanged product to reach you, may vary.
If you are shipping an item over $1,000.00 MXN, you should consider using a trackable shipping service or purchasing shipping insurance. We don't guarantee that we will receive your returned item.
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