Política de devoluciones y reembolsos
At Pawtiva, we want you to be able to make your purchase with confidence. Therefore, in addition to the rights you are entitled to under applicable Mexican law, we offer our Pawtiva Satisfaction Guarantee.
Pawtiva Satisfaction Guarantee
We want you to have time to properly and consistently try Pawtiva.
If you have used our Eyelash Serum according to the instructions for use and are not satisfied with the product, you can contact us to request a 100% refund of the amount paid for the product, according to the conditions indicated in this policy.
To request it, write to us at:
Include:
- Full name.
- Order number.
- Email address used to make the purchase.
- A brief explanation of the reason for the request.
Our team will review your request and tell you the next steps.
This commercial guarantee is additional and does not limit the rights corresponding to consumers in accordance with the Federal Consumer Protection Law (LFPC).
Returns within the first 30 days
Pawtiva offers a commercial period of 30 days from the receipt of the order to request the return of products that are unused, unopened, and in their original packaging.
To initiate a return, contact:
Do not send any products before receiving our return instructions.
When it is necessary to physically return the product, our team will provide the address and corresponding instructions.
Products sent without having previously requested the return may not be accepted.
Opened or used products
For hygiene and safety reasons, opened or used cosmetic products normally cannot be returned through our ordinary return policy for change of mind.
However, this does not affect the Pawtiva Satisfaction Guarantee.
If you have opened and used the Eyelash Serum and you believe that the product has not met your expectations after using it correctly, you may request a refund under our Satisfaction Guarantee.
Nor does it affect your rights when the product has defects, damages, quality problems, or does not correspond to what was purchased.
Damaged, defective or incorrect products
Check your order as soon as you receive it.
If you receive a product:
- Damaged.
- Defective.
- Incorrect.
- Incomplete.
- That does not correspond to the characteristics offered.
contact us as soon as possible at supportpaw@pawtiva.com and include your order number and, when possible, photographs that allow us to identify the problem.
We will evaluate the case and offer the corresponding solution.
When a product does not correspond to the quality, characteristics or specifications under which it was offered, Mexican legislation recognizes certain rights to the consumer, including, as appropriate, the replacement of the product or the refund of the amount paid.
Nothing in this policy limits those rights.
Legal guarantee
When a guarantee is applicable to the product, Pawtiva will respect the rights and minimum terms established by the Federal Consumer Protection Law of Mexico.
The information regarding the scope, conditions and procedure to enforce any guarantee will be clearly provided to the consumer.
The information published by PROFECO indicates that a guarantee offered on a product cannot establish a term shorter than 90 days from the delivery of the good.
Our Pawtiva Satisfaction Guarantee is an additional commercial benefit and does not replace or reduce the consumer's legal rights.
Refunds
Once the refund request is approved, Pawtiva will process the return using, whenever possible, the same payment method used to make the purchase.
You will receive an email confirmation when the refund has been processed.
Depending on the bank, card or payment provider used, the amount may take several additional business days to appear in your account.
If 15 business days have passed since we confirmed the approval of the refund and you have not yet received it, contact:
Shipping costs
When the return is due to a Pawtiva error, the receipt of an incorrect, defective or damaged product, we will manage the case according to the rights corresponding to the consumer.
In voluntary returns due to change of mind, the possible costs associated with the return will be communicated before the customer proceeds with the shipment.
Undelivered orders
If your order does not arrive within the indicated delivery time, contact us at supportpaw@pawtiva.com so we can review the shipment and offer a solution.
PROFECO establishes that online stores must inform, among other issues, of the cancellation conditions, shipping methods, contact means and total price of the operation.
Cancellations
If you wish to cancel an order, contact us as soon as possible at:
If the order has not yet been processed or shipped, we will try to cancel it before it is dispatched.
Once shipped, the corresponding return conditions may apply.
Revocation rights that are mandatory according to Mexican legislation will be respected at all times. The LFPC contemplates a revocation period of five business days in certain types of sales, including operations carried out online.
Contact
For returns, warranties, refunds, defective products or any other query related to your order:
Pawtiva Customer Care
Email: supportpaw@pawtiva.com
Our team will review your request and try to offer you a solution as soon as possible.