IXTETE Returns and Refund Policy — Mexico

Last updated: August 12, 2026. This policy applies to purchases made through ixtete.com and delivered within Mexico.

1. Your statutory rights

Nothing in this policy limits or excludes any right granted to consumers by the Federal Consumer Protection Law (Ley Federal de Protección al Consumidor) or other applicable Mexican law.

2. Five-business-day right of withdrawal

Where Article 56 of the Federal Consumer Protection Law applies, the consumer may revoke their consent without liability during the five business days following delivery of the product or execution of the contract, whichever occurs later.

To exercise this right, notify IXTETE within that period by email at soporte@ixtete.com. Include the order number, purchaser's name and the products to be returned.

The product must be returned unopened, unused, unaltered and in its original packaging, with seals and labels intact. Because our products contain alcohol, we cannot accept a withdrawal return after a bottle or its security seal has been opened, except where the product is defective, damaged or incorrect.

For a withdrawal that is not caused by an error or breach by IXTETE, the consumer is responsible for the return freight and insurance costs, as provided by applicable law. Once the eligible returned product is received and verified, IXTETE will refund the price paid to the original payment method. Bank processing times may vary.

3. Damaged, defective or incorrect products

If a product arrives damaged, leaking, broken, defective or different from the product ordered, please contact soporte@ixtete.com as soon as possible, preferably within 24 hours of delivery for visible transit damage and within 72 hours for an incorrect product.

Please provide the order number and clear photographs of the shipping box, shipping label, internal packaging and affected product. Keep all packaging until the claim has been resolved.

If damage is visible at delivery, ask the carrier to record the incident and, where reasonably possible, refuse the damaged package. Failure to refuse a package or contact us within the preferred time does not remove rights that cannot legally be waived.

Once the issue is verified, IXTETE will provide the remedy required by applicable law, which may include replacement of the affected product, a refund or another agreed solution. When the return results from an error, defect or breach attributable to IXTETE, IXTETE will cover the authorized return cost.

4. Lost packages and delivery incidents

If tracking indicates an unusual delay or the carrier declares the package lost, contact us so that we can investigate with the carrier. IXTETE will process the case in accordance with applicable law and the carrier's investigation.

A package shown as delivered but later stolen from the delivery location will be reviewed using the carrier's delivery evidence. We recommend selecting a secure delivery address where an adult can receive the order.

5. Optional shipping protection

Optional shipping protection may provide additional assistance or coverage for eligible loss, theft or transit damage, subject to the terms shown at checkout. Declining optional protection does not limit statutory consumer rights or any responsibility that cannot legally be excluded.

6. Situations generally not eligible for return

Except where required by applicable law, IXTETE generally cannot accept returns or issue refunds for:

• Products that have been opened, consumed, partially consumed, altered or damaged after delivery;
• Dissatisfaction based solely on personal taste, aroma or flavour preference after opening;
• Damage caused by improper storage or handling after delivery;
• Orders sent to an incorrect or incomplete address supplied by the customer;
• Failed delivery caused by the absence of an adult recipient or failure to provide required identification; or
• Products expressly marked as non-returnable where that restriction is permitted by law.

7. Order cancellation before shipment

Contact us immediately if you need to cancel an order. We will make reasonable efforts to cancel orders that have not yet been processed or transferred to the carrier. If the order has already shipped, the applicable withdrawal or return procedure must be followed.

8. Return authorization and shipping

Do not send a product back without first contacting us. If a return is approved, IXTETE will provide return instructions and, where applicable, a return authorization or shipping label. Products returned without authorization may be delayed or refused where permitted by law.

Return shipping costs are paid by IXTETE when the return is caused by an incorrect, damaged or defective product attributable to IXTETE. For an eligible withdrawal not caused by IXTETE, return freight and insurance costs are paid by the consumer.

9. Refunds

Approved refunds are issued to the original payment method. The time for the credit to appear depends on the payment provider or bank. Original shipping charges are refunded when required by applicable law or when the return results from an error attributable to IXTETE.

10. Contact

Email: soporte@ixtete.com
Address: Calle Francisco I. Madero 72, Col. Centro, Tequila, Jalisco, C.P. 46400, Mexico.