At Patitas Coquetas, we value craftsmanship and strive to ensure your shopping experience is completely satisfactory. Below, we outline the guidelines, timeframes, and conditions for processing exchanges, returns, and refunds in accordance with Mexico's Federal Consumer Protection Law.
1. CATALOG PRODUCTS (STANDARD SIZES)
For all garments purchased from our online store in standard catalog sizes, the customer has a period of 5 (five) business days—starting from the date the package is received—to request a return or exchange due to a change of mind or an incorrect size selection.
Mandatory conditions for returns:
As these are pet garments and accessories, and for strict reasons regarding hygiene, animal health, and the prevention of parasite or disease transmission, any returned item must meet the following requirements:
Be completely clean and show no signs of use.
Be free of pet hair, stains, odors, or signs of having been washed.
Retain its original tags, still attached to the garment.
Be returned in its original packaging.
Any garment that does not meet these conditions will be rejected and returned to the buyer; no refund will be issued.
2. EXCEPTION FOR CUSTOM ORDERS (PREMIUM SERVICE)
In accordance with best business practices and legal exceptions regarding goods made to consumer specifications, exchanges, returns, and refunds are not accepted for custom-made or made-to-measure garments.
Because these are unique pieces cut and sewn exclusively to a specific pet's measurements, they cannot be returned to inventory or resold. The customer is solely responsible for accurately entering body measurements into our order form. The only exception applicable to these products is a clear manufacturing defect, as stipulated in the following section. 3. WARRANTY AGAINST MANUFACTURING DEFECTS
If a garment (whether from the catalog or custom-made) arrives damaged, poorly sewn, or exhibits an obvious manufacturing defect, the customer has the full right to file a claim.
Reporting Period: The buyer has a maximum of 3 (three) calendar days following delivery to report the defect by sending clear photographs as evidence to the email address janethislas540@gmail.com or via WhatsApp.
Logistics Costs: Once the manufacturing defect has been validated and approved by our workshop, Patitas Coquetas will cover 100% of the shipping cost for the return to our facilities in Celaya, Guanajuato. The company will coordinate with the customer to provide a pre-paid shipping label to collect the product.
Resolution: At the customer's discretion, we will either manufacture and ship an identical replacement garment at no additional cost or issue a full refund.
4. SHIPPING COSTS FOR SIZE EXCHANGES (STANDARD CLOTHING)
If the return or exchange of a general catalog garment is due to the customer selecting the wrong size or simply changing their mind, logistics and return shipping costs will be borne exclusively by the buyer. The customer must pay for shipping the package back to our workshop and, if an exchange is required, cover the cost of shipping the new item to their address.
5. REFUND PROCESSING
Once the returned package is received and physically inspected by our workshop team, the customer will be notified regarding the approval or rejection of the refund.
If the return is approved, the refund will be processed automatically using the same payment method used for the original purchase (Stripe, PayPal, Mercado Pago, or SPEI transfer). Depending on the banking institution or payment gateway used, it may take between 5 and 10 business days for the funds to appear in the consumer's account.
