Refund policy

Order Cancellation

The customer has the right to cancel their order provided the merchandise has not yet been shipped. To do so, the customer must call +52 (999) 4147428 (Monday to Friday, 9:00 AM to 9:00 PM) or send an email to shop@caracolpurpura.com.mx, stating the desire to cancel and providing the bank details for the refund. The refund will be issued via bank transfer within 15 days of the cancellation, using the account information provided at that time.

Cancellation of Processed Orders

In the event that the order has already been processed and shipped, the customer must refuse delivery when the courier arrives. In this case, the return shipping costs will be the responsibility of the customer. If the delivery is not refused at the time of arrival, the customer must return the package via a courier service at their own expense.

Return Address:

Isabel La Católica # 30 Int 17

Col. Centro, Del. Cuauhtémoc

C. P. 06000, Ciudad de México.

Wrong or Defective Product (Physical Exchange/Return)

If you have received an incorrect or defective product, please contact us at +52 (999) 4147428 or via the contact email shown on the website. Please include your order number, product details, and the reason for the exchange or return.

  • Timeframe: You have 7 days from the receipt of the order to proceed with a replacement.

  • Evaluation: Once the returned product is received, it will be evaluated. Eligibility for a return will be determined based on the condition of the item. If the return is denied, you will be notified via phone or email.

  • Refunds: If the return is approved and you prefer a refund, our staff will contact you to request your bank details. This process can take up to 15 days after the banking information has been submitted.

  • Shipping Costs: In these cases, return shipping costs will be covered by Tugatuga.

To cancel or return an order, please contact us at +52 (999) 4147428 or email shop@caracolpurpura.com.mx.