Refund policy

RETURN, EXCHANGE & REFUND POLICY

At PM Mondragón, each product is carefully designed and handled from creation to delivery. If you need to request a return or exchange, please review the following terms carefully.

 

1. Timeframe to Request a Return or Exchange

Requests must be submitted within 7 calendar days from the delivery date.

After this period, returns or exchanges will not be accepted.

 

2. Product Conditions

To be eligible for a return or exchange, the item must:

  • Be unused and unworn
  • Have no stains, odors, washing, or alterations
  • Include original tags and packaging
  • Be in resalable condition

PM Mondragón reserves the right to reject returns that do not meet these criteria.

 

3. Non-Returnable Items

The following items are not eligible for return:

  • Discounted or final sale items
  • Personalized or made-to-order products
  • Items showing signs of use
  • Tumblers or other personal-use items that have been opened (for hygiene reasons)

 

4. How to Request a Return or Exchange

To initiate a request, email:
pd.dg.corporation@hotmail.com

Please include:

  • Order number
  • Full name
  • Reason for the request
  • Clear photos of the product and its packaging

Our team will respond within 2–3 business days.

All requests are subject to review and prior approval.

 

5. Shipping Costs

If the product has a verified manufacturing defect, PM Mondragón will cover return shipping costs.

If the exchange is requested due to size selection or personal preference:

  • The customer is responsible for return shipping
  • The customer is responsible for the new shipping cost

Original shipping fees are non-refundable.

The customer is responsible for:

  • Properly packaging the item
  • Providing a valid tracking number
  • Assuming the risk of loss during return transit

 

6. Free Shipping & Partial Returns

If an order qualified for free shipping by exceeding $1,200 MXN (or its equivalent in USD/CAD), and a partial return reduces the final retained amount below that threshold, the actual original shipping cost will be deducted from the refund.

 

7. Refunds

Refunds will only be issued when:

  • A verified manufacturing defect exists, and
  • A replacement is unavailable

Refunds are processed after the item is received and inspected, within 5–10 business days, using the original payment method or as store credit.

PM Mondragón reserves the right to issue partial refunds if the returned product is not in its original condition.

 

8. Incorrect Address or Failed Delivery

If the customer provides an incorrect address or fails to collect the package:

  • The reshipping cost must be covered by the customer
  • No refunds will be issued for errors in address information or unclaimed packages

 

9. Items Damaged in Transit

If the package shows visible damage upon delivery, the customer must report it immediately to the carrier.

The customer must notify PM Mondragón within 48 hours of delivery and provide clear photographic evidence of both the packaging and the product.

Without photographic evidence, claims cannot be processed.

 

10. Order Cancellations

Orders may only be canceled before they are processed for shipment.

Once a shipping label has been generated, cancellation is no longer possible.

 

11. Fraudulent or Abusive Conduct

PM Mondragón reserves the right to refuse returns, exchanges, or refunds if we detect:

  • Intentional manipulation to simulate defects
  • Damage caused by misuse
  • False or inconsistent information
  • Claims without verifiable evidence
  • Attempted return of a different product
  • Repeated purchase/return patterns indicating policy abuse

If abusive behavior is identified, we reserve the right to:

  • Cancel active orders
  • Restrict future purchases
  • Deny refunds
  • Take appropriate administrative or legal action