Return Policy

Note We do not offer free returns; charges apply.

Returns

Can I return my order? Yes, it is possible.

If you are not satisfied with the items you have ordered, you have the option to return them within 90 days of receipt.

In this case, the order must meet the following conditions:

• The order must contain all original parts, components, and packaging in the same condition in which the product was delivered.
• Only normal handling of the product is accepted; damage due to negligent handling is excluded.
• Products for which hygiene is essential must be properly cleaned before initiating the return process.
• The product must have been found defective immediately upon receipt.
• Ximena Tulum is authorized to charge the customer for shipping costs.
• We reserve the right to refuse returns if we suspect that items have been used or damaged through no fault of our own.

How can I return my order?

If your order meets the above conditions, you must follow these steps to initiate the return process:

Send an email to: help@ximena-tulum.com

Make sure the email contains the following information:

• Order number
• Reason for return
• Photo of the product in case of damage
• Customer's full name
• Customer's address

We will then contact you and provide you with the return address.

Never send the return to the sender's address. We will send you the correct address after you request it.

The customer is responsible for the shipping costs for returning the product.

Right of Withdrawal

The consumer has the right of withdrawal in accordance with the following provisions, provided they are a natural person carrying out a transaction for purposes not primarily related to their commercial or professional activity.

Cancellation Conditions

The cancellation period is 14 days from the day on which you or a third party designated by you, other than the carrier, received the last goods of the order.

Since we work with a fully automated system, orders are processed as soon as they are placed. Therefore, we cannot interrupt the shipment until delivery, and a refund before receiving the goods is not possible.

To exercise your right of withdrawal, you must inform us (Ximena Tulum) by means of a clear statement (for example, by email to help@ximena-tulum.com) of your decision to withdraw from the contract.

The withdrawal is completed once we have received the goods. Return costs will be borne by the buyer.

Shipments in Transit

Our products are shipped from Asia, so there may be longer transit times over which we have no control.

If the goods are already on their way, cancellation is not possible. Please wait to receive the goods and then return them.

You may, however, inform us in advance of your withdrawal.

To ensure the fastest possible return, we ask that you send us a shipping confirmation.

Consequences of Withdrawal

If you withdraw from the contract, we must refund all payments received, excluding delivery costs (except for additional costs resulting from having chosen a type of delivery other than the cheapest standard delivery offered by us), without delay and no later than 14 days after receipt of the withdrawal notice and the returned goods.

For this refund we will use the same payment method you used in the original transaction, unless expressly agreed otherwise with you; in no case will you be charged any fees for this refund.

Additional Information

All returns must be sent to our central warehouse in Asia, at the customer's expense.