Return, cancellation and refund policy
Order cancellation:
The customer has the right to cancel his order when:
During the journey, an international situation arises that prevents free transit between countries and without notice from us requesting an extension of the delivery period.
When the merchandise is not delivered within the established period without notice from us if the delay is due to natural causes or force majeure beyond our control.
In these cases, the customer must contact us within 48 hours after their online purchase by calling +52 55-2743-7204 from Monday to Friday from 9:00 a.m. to 6:00 p.m. CDMX GT, or send an email to contacto@cardenna.com indicating that you wish to cancel your order, attaching the request number and order number.
If the return is made, we will collect the product at the delivery address provided to us and the refund will be made without exception by bank transfer to the same bank account that was provided at the time of purchase within 5 business days after the purchase. cancellation of the order, adhering at all times to what is established on the matter by the Federal Law for the Prevention and Identification of Operations with Resources of Illicit Origin.
Cancellation of processed orders:
In the event that the order has already been processed and shipped, the customer must reject the delivery at the time the courier company delivers it, in this case the return shipping costs will be borne by the customer.
If it is not rejected at the time of delivery, the customer must make the return by parcel delivery and the cost will be borne by the customer. The address for the return will be sent to the customer at the time of notifying the cancellation.
Wrong or defective product (return for physical exchange)
If you have received an incorrect or defective product, contact us at +52 55-2743-7204 or at contacto@cardenna.com indicating the order number, product details and the reason for the exchange or return.
Send us a photo of the item(s), along with your order number, invoice or receipt. As well as contact information: name, address, telephone number and email.
Consider that you have 3 calendar days from receipt of the order to inform and request CARDEÑA to replace or return it. You will have a maximum of 10 days to return the item, it will be the customer’s responsibility to pack the product in the most appropriate way to preserve it until you return to Mexico City. .
Once the returned product has been received, it will be evaluated and it will be defined based on its conditions whether the return is appropriate or not, if not, you will be informed to the telephone number or email that you have provided us, if applicable and If you want your money back, CARDEÑA staff will contact you and ask for your bank details to proceed with the refund of your money.
We will issue a refund to the same payment method used, no exceptions.
This refund process may take up to 7 days after you have sent us your bank details for the transfer. In this case, the costs of return shipping will be borne by CARDEÑA
