Skip to Content

Return policy

Cancellations and Refunds

To request a partial or full refund, the CUSTOMER must contact the Customer Service team via email [email protected], within a period not exceeding 24 hours from the date of approval of the purchase order. Cancellations of complete orders will only be accepted before delivery at destination.

When making a cancellation or return request, the CUSTOMER is obliged to inform the recipient of the purchase so that they do not accept said products.

In the event that a cancellation request is made and the recipient has received the products, they must return them in their original, sealed packaging and in perfect condition, as received. Otherwise, the return will not proceed.

The CUSTOMER will be refunded within 72 hours of TIENDALOTENGO receiving the returned products. TIENDALOTENGO will process the refund using the same payment method used to make the purchase. The CUSTOMER will not be charged any fees for this refund. Furthermore, when the refund is issued, the amount will be refunded to the CUSTOMER in the same currency used for payment. The exchange rate imposed by the card issuing bank will be applied to this amount, if applicable. TIENDALOTENGO will not be liable for any difference.

TIENDALOTENGO reserves the right to refuse or cancel your order at any time for certain reasons, including, but not limited to, the following:
  • Product availability.
  • Errors in the description or prices of goods.
  • Errors in your order.

THE CUSTOMER will not have the right to cancel a delivery order for the following products:
  • Customized products or products made to your specifications.
  • Products whose nature prevents their return, deteriorate quickly or are already expired.
  • Products not suitable for return for health or hygiene reasons and which were not sealed after receipt.
  • Products whose nature, after delivery, was inseparably mixed with other products.

Product Guarantee

The products will be deemed to be in compliance with the contract if they match the description provided by TIENDALOTENGO and have the qualities we have presented on this website, are suitable for the uses for which products of the same type are normally intended, and present the usual quality and benefits reasonably expected of a product of the same type. In this regard, if any of the products do not comply with the contract, you must notify TIENDALOTENGO through any of the means of communication provided for this purpose.

All products for sale on the website are covered by the legal guarantee of conformity and by the guarantee against hidden defects (in accordance with the regulations applicable in all cases), which allows the CUSTOMER to return the products free of charge, or to charge defective or non-compliant products that have been delivered to them.

Disclaimer of Warranties

Products modified, repaired, integrated or added by the CUSTOMER are excluded from the warranty. The warranty will not cover apparent defects. The warranty does not apply to products that have been damaged due to misuse.

Consequences of the execution of guarantees

Within the framework of the legal guarantee of conformity, TIENDALOTENGO undertakes, at the CUSTOMER's discretion:
Replace the product with an identical one depending on available stock.

Refund the price of the product when its replacement is impossible.