How can I return one or more products?

To do so, you must contact us via the online chat or manage it yourself through the "access" area to request and initiate the return process for your product(s) (remember that this only applies to products of defective quality or poorly supplied).

What requirements must the return of my product(s) meet?

  1. The product must be returned within 15 days of delivery to request a return or exchange for quality reasons.
  2. All products in your order must have been purchased through the official website www.capranera.com.mx.
  3. Socks, bathing suits, underwear, personalized items, etc. are not eligible for return.
  4. The product must remain new, unused and without signs of essential deterioration.
  5. The product must be in its original packaging (footwear/accessories) and have all original tags attached (clothing/footwear).
  6. The product must be free from intentional or accidental tampering.

We recommend checking that all your products are in order before starting the return process.

What is the online return process?

1. Select the channel to start your request:

  • online chat: an operator will assist you with your request.
  • Self-service: You must access your account through the "access" area located in the top menu, select the product you want to return, indicate the reason for the return, and add a note explaining the area of ​​defect or error due to the incorrectly supplied product.

2. Once you have submitted your request, you will receive two emails: one confirming that "your return request has been sent" and, within no more than 48 hours, another with a message titled "your return has been approved." You will also receive the guides that you must print, attach to the package, and take to the branch nearest to your area within no more than 5 days.

3. Once the logistics partner receives your return, it will be sent to assess the condition of the product(s). Upon arrival, you will receive a message with the subject "your items have been received." If they do not meet the required conditions, you will receive a message with the legend "request rejected" and we will return your product(s).

4. If your return or refund is approved, you will receive an email notification as follows:

  • If you chose a refund, your money will be returned to the original payment method within 10 business days, and you will receive a message confirming the refund.
  • If you chose to exchange for a completely new item, it will be shipped and you will receive the corresponding updates (order number, items, tracking ID, etc.).

Remember that your refund amount does not include shipping costs.

Hours and days of operation are Monday through Friday from 10:00 am – 6:00 pm and Saturdays from 10:00 am – 2:00 pm.

What happens if my product has a defect or does not meet quality standards?

If your product does not meet quality standards during its
NORMAL use:

1. You have 15 days to contact us.

2.At the time of your request:

2.1 You can request a completely new garment (there are no exchanges for another product or size).

2.2 Or request a full refund for your product(s). (shipping costs not included).

Can I request an exchange and refund for the same order?

It is possible to request both options for the same order, and for multiple products within it, via online chat.

Contact us via online chat and prepare the following information:

  • Request for return (refund): order number,
    address, first and last name, cell phone or telephone number, and email address
    used to place the order.
  • Request for exchange for a new product: order number,
    address, first and last name, cell phone or telephone number, and email address
    used to place the order

Please note that changes are subject to production and shipping times.

When and how will I receive my refund?

Within 10 business days after your return is approved, you will receive your refund to the original payment method used.