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Return and Refund Policy

Last updated: July 8, 2025

At XOLCALI, S. de R.L. de C.V. ("Xolcali"), we are committed to customer satisfaction and respect for their rights. We create handcrafted volcanic stone products with dedication and strive to ensure your shopping experience is transparent and secure.

This policy applies to all purchases made through our website www.xolcali.com.mxand other direct sales channels, and is in full compliance with the Federal Consumer Protection Law (LFPC [México]).

1. General Principle and Commitment to the Consumer

We strive for your complete satisfaction with every piece you purchase. We understand that situations may arise that require a return, exchange, or refund. All of these processes will be handled in accordance with the following terms, always guaranteeing the inalienable rights granted to you by law.

2. Right to Withdraw Purchase

In accordance with article 56 of the LFPC, in purchases made through our website, you as a consumer have the right to revoke your consent without liability or justification within 5 (five) business days from the delivery of the product.

  • How to exercise it?: You must notify Xolcali within this period to our contact email and return the product.
  • Conditions: The product must be returned in the original condition in which it was received, unused, and, if possible, in its original packaging.
  • Refund: Once the product is received, Xolcali will refund the full price within 10 business days. Shipping and insurance costs for the return shipment will be borne by the consumer, as stipulated by law.

3. Legal Warranty of the Products

All our products have a legal warranty of 90 (ninety) calendar days from the date of receipt, in accordance with article 77 of the LFPC.

  • What does the warranty cover?: This warranty exclusively covers manufacturing defects that affect the functionality or structure of the product.
  • What is not considered a manufacturing defect?: As these are handcrafted products, slight variations in color, texture, size, weight, or finish are inherent to their unique nature and do not compromise their primary use, so they are not considered defects.
  • Warranty Exclusions: The warranty does not cover damage caused by misuse, improper use, accidents, drops, lack of maintenance, normal wear and tear, or exposure to inappropriate conditions such as extreme humidity or chemicals.

4. Cases for Return or Exchange (According to the LFPC [México])

In addition to the right of withdrawal, you may request a return of the product, and opt for a replacement or a refund, when any of the following situations occur:

  • The net content or quantity delivered is less than that indicated in the description under which it was offered.
  • The product does not correspond to the quality, brand, or specifications under which it was offered.
  • The product has manufacturing defects (covered by the warranty) that prevent its normal use or diminish its quality.
  • The product arrived damaged due to verifiable mistreatment during the delivery process managed by Xolcali.

5. Process and Requirements for Requesting a Refund or Exchange

To make the warranty effective or request a refund for the reasons mentioned in the previous point, the consumer must follow this process:

  • Claim Deadline: In accordance with Article 93 of the LFPC (Law on Consumer Protection [México]), you have up to two (2) months from the date you received the product to file your claim. To expedite the process, please notify us as soon as you detect any issues.
  • Contact: The request must be addressed to our email address hola@xolcali.com.mx or by calling customer service +52 249 451 0967, indicating the reason for the return/exchange.
  • Required Documentation: Present proof of payment or original invoice issued by Xolcali.
  • Evidence (Suggested): To expedite the process, especially in cases of shipping damage or defects, please attach clear photographs of the packaging and the product.

6. Consumer Options and Bonus

If your claim is valid, you will have the right to choose between:

  1. Product replacement: A new, identical or equivalent product will be sent to you free of charge.
  2. Refund of the amount paid: You will be refunded the full amount of your purchase.

Additionally, in either case, you will be entitled to a bonus of no less than 20% of the price paid, as compensation, in accordance with Article 92 TER of the LFPC.

7. Products Not Subject to Return or Exchange (Exceptions)

Given the nature of our products, the following items are not eligible for return or exchange, unless they present obvious manufacturing defects or do not meet the specifications clearly agreed upon in writing with the customer, in full compliance with the LFPC:

  • Products made according to the client's particular design or specifications (custom pieces).

8. Refund Process

Once the return has been accepted and the product has been received at our facilities:

  • Xolcali will process the refund within a period of no more than 10 business days.
  • The refund will be issued using the same payment method used for the original purchase. If this is not possible, an alternative method will be agreed upon with you.

9. Shipping Costs for Returns

  • If the return is a result of a Xolcali error (incorrect product, manufacturing defect covered by the warranty, or damage in shipping handled by us), Xolcali will cover all return shipping costs.
  • In the case of the Right of Withdrawal (point 2), the return shipping costs are borne by the consumer, as required by law.

10. Contact for Clarifications

For any questions, clarifications, or to initiate a return process, please contact us: