Refund policy

IXTETE RETURNS & REFUND POLICY (MEXICO)

Applies to alcohol purchases made via ixtete.com and shipped within Mexico.

GENERAL RETURN CONDITIONS

Due to the nature of alcohol, all sales are final unless the product arrives damaged, defective, or incorrect.
We do not accept returns for:

  • Change of mind

  • Flavor preference

  • Items opened, consumed, or partially consumed

  • Damage occurring after delivery is completed

OPTIONAL SHIPPING INSURANCE & CUSTOMER RESPONSIBILITY

Customers may purchase additional shipping insurance at checkout to protect against loss, theft, or damage during transit.

If the customer does not purchase insurance, IXTETE will not be responsible for:

  • Damage to bottles or packaging during transit

  • Loss of the package before delivery is confirmed

  • Theft while the shipment is in carrier possession

Uninsured shipments are not eligible for refunds, replacements, or compensation of any kind.
Completing a purchase without insurance means the customer accepts full responsibility for transit-related risks.

ELIGIBLE RETURNS / REFUNDS

Refunds or replacements are only considered under the following conditions:

1. Damaged or Broken Items on Arrival

  • Damage must be identified at the moment of delivery.

  • Do NOT accept the package if damaged.

  • Ask the carrier to document the issue.

  • Contact soporte@ixtete.com within 24 hours, with photos and order details.

Once verified, we may resend or refund the affected items at our discretion.

2. Incorrect Items Received

If the wrong product was delivered:

  • Notify us within 72 hours of delivery.

  • The item must be unopened and in original condition.

  • We will arrange return shipping and replace or refund the product.

3. Lost Packages

  • If the carrier declares the package lost, we will assist in the carrier claim process.

  • Refunds or replacements will only be issued if the shipment was insured.

Uninsured lost shipments are not eligible for compensation.

NON-ELIGIBLE RETURN SITUATIONS

IXTETE cannot issue refunds or replacements for:

  • Uninsured packages that were lost, stolen, or damaged in transit

  • Packages stolen after delivery is marked as complete

  • Deliveries failed due to ID issues, absence of an adult, or incorrect address

  • Product dissatisfaction (taste, aroma, etc.)

  • Weather-related delays or damage

  • Force majeure events beyond our control

ORDER CANCELLATIONS

Orders may only be cancelled before they are processed for shipping.
Once an order is packed or shipped, it cannot be cancelled.

If a refund is approved, it will be issued to the original payment method. Processing times vary by bank.

RETURN SHIPPING COSTS

If a return is approved for reasons not caused by IXTETE, the customer is responsible for:

  • Return shipping fees

  • Re-routing fees

  • Any carrier handling charges

These costs will be deducted from the final refund amount.

CONTACT FOR RETURNS & SUPPORT

📧 Email: soporte@ixtete.com
Include your order number, photos (if applicable), and a description of the issue.

DISCLAIMER

This policy complies with applicable Mexican consumer regulations.
Nothing in this policy affects rights granted under Mexican law.