RETURNS

RETURN REASONS: The consumer has two reasons for return:

  • Due to incorrectly supplied or incorrect product (size/color, design).
  • Due to defects in quality caused by normal use of the products.

RETURN PERIOD :

  • Our policy is 15 fifteen calendar days for quality reasons in the product from the date of receipt of the product.
  • Our policy is 15 fifteen calendar days for incorrectly supplied products from the date of receipt of the product.

IMPORTANT: If the corresponding days for the return reason indicated by the customer have passed since receiving the order, unfortunately we cannot offer a refund or exchange.

RETURN REQUIREMENTS: To be eligible for a refund

  • Your item must be new without
  • Have all original tags intact (clothing/footwear).
  • Must be in original packaging (footwear/accessories).
  • Not present obvious damage due to misuse.
  • Do not submit modifications.
  • Do not present essential deterioration.
  • The product must have been purchased at capranera.com.mx.

IMPORTANT: Consider production times. Therefore, if your order includes more than one product, we recommend checking that all items are in order before requesting a return.

RETURN RESTRICTIONS: Several types of products are exempt from return.

  • Perishable goods, such as food, flowers, etc.
  • Newspapers, posters or
  • Products that are intimate or
  • Socks and underwear.
  • Hazardous materials, liquids or gases
  • Personalized items.
  • Promotional items.

Additional items that cannot be returned:

  • Gift cards
  • Downloadable software products
  • Health and personal care items

EXCHANGES AND/OR RETURNS DO NOT APPLY IN THE FOLLOWING SITUATIONS:

 

  • Books, magazines or posters with obvious signs of use.
  • CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that was
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our
  • Any item returned more than 30 days after the
  • Products that show obvious damage due to misuse.
  • Products with obvious modifications.
  • Products with accidental or intentional damage.
  • The product is intentionally or accidentally faded or tinted.

RETURN PROCESS

To start the return process, you must go to the official website www.capranera.com.mx and enter the "ACCESS" area, then "MY ACCOUNT" located in the top right menu to self-manage the return or contact customer service through the online chat.

For the self-management option from “ACCESS” you must do the following:

  1. Enter the email address used to purchase your product.
  2. Enter the 6-digit number that will be sent to the email (remember to check your spam/junk mail folder).
  3. Locate and click on the product(s) you want to return, then click the “request return” button again.
  4. Select any of the following two options that apply:
  • “Damaged or defective item”
  • “I received the wrong item”
  1. In the note section, write the area of ​​the defect if the option was for quality reasons, or indicate the shipping error if the option was due to a wrongly supplied item. After submitting the request, you will receive an email confirming that your request was sent.
  1. Once your request is received, you will receive an email with the following message: "YOUR RETURN HAS BEEN APPROVED" within an average of 48 hours. The email will include guidelines that you must use within 5 calendar days to begin the return process, along with the necessary information to complete the process (remember to check your spam/junk folder).
  1. Once the logistics partner receives your return, it will be sent to our warehouse to validate the condition of the item(s) and you will receive a message to the registered email with the legend “RETURNED ITEMS RECEIVED”, if it does not meet the optimal conditions for a refund or exchange (if applicable) you will receive a message to the registered email with the legend “YOUR RETURN REQUEST HAS BEEN REJECTED” and we will return your item to you.
  1. If your return is authorized, you will receive an email notification stating “REFUND NOTIFICATION” within an average of 10 business days:
  • For any item chosen by the customer, the refund will be based on the payment method used for the original purchase.
  • If you selected an exchange, we will process it by sending the corresponding updates with a new order number.

To request a refund via online chat, the customer must follow these steps:

  1. Indicate the customer service agent as the subject of the message (as applicable)
  • “Return of product due to quality defects and refund”
  • “Return of incorrectly supplied product and refund” (wrong size, color, designs)
  1. After indicating your return request, please include the following information in your message or prepare it: order number, address, first and last name, cell phone number and email address used to place the order, as well as the name of the item(s) being returned (if applicable).
  1. You must indicate and explain in detail the facts of the situation (size requested/color) or the condition of the products received (area of ​​the defect).
  1. Once your request is submitted, you will receive an email with the following message: "YOUR RETURN HAS BEEN APPROVED" within an average of 48 hours. The email will include guidelines that you must use within 5 calendar days to initiate the return process, along with the necessary information to complete the process (remember to check your spam/junk mail folder) .
  1. Once the logistics partner receives your return, it will be sent to our warehouse to validate the condition of the item(s) and you will receive a message to the registered email with the legend "RETURNED ITEMS RECEIVED", if it does not meet the optimal conditions for a refund or exchange (if applicable) you will receive a message to the registered email with the legend "YOUR RETURN REQUEST HAS BEEN REJECTED" and we will return your item to you.
  1. If your return is authorized, you will receive an email notification stating “REFUND NOTIFICATION” within an average of 10 business days:
  • For any item chosen by the customer, the refund will be based on the payment method used for the original purchase.
  • If you selected an exchange, we will process it by sending the corresponding updates with a new order number.

IMPORTANT:

  • To complete your return, we require that you include the requested information in your message. Do not return your purchase to
  • The 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.

    REFUNDS (if applicable)

    1. Once your return has been received, inspected, and approved, your refund will be processed to the original payment method within 10 business days. Within the aforementioned period, you will receive a message with a receipt attached to the email address registered with the return order, stating "YOUR REFUND HAS BEEN APPROVED."

    2. If the refund is rejected, we will send a message to the email address registered in the return request with the legend “YOUR REFUND HAS NOT BEEN APPROVED.”

    IMPORTANT: All refunds are for the full amount of the original product cost, excluding shipping costs or additional fees.

    LATE OR MISSING REFUNDS (if applicable)

    If you haven't received a refund yet, we suggest the following:

    1. Check your bank account.
    2. Contact your credit card company. It may take some time before your refund is reflected in your account.
    3. Contact your account. Processing time is often required before a refund is posted.
    4. If you've done all of the above and still haven't received your refund yet, you can contact us by writing to contacto@capranera.com.mx , indicating "LATE OR MISSING REFUND" as the subject of the message, as appropriate.

    SALE ITEMS (if applicable)

    Only regular-priced items can be refunded. Unfortunately, sale items cannot be refunded.

    CHANGES (if applicable) 

    REASONS FOR CHANGE:

    • Due to defects in quality caused by normal use of the products.
    • Due to incorrectly supplied or incorrect product (size/color/design).

      IMPORTANT: We only exchange items for the same or higher value (paying the difference). Shipping costs and fees are free.

      DEADLINES FOR CHANGES:

      • Our policy is 15 fifteen calendar days for quality reasons in the product from the date of receipt of the product.
      • Our policy is 15 fifteen calendar days for incorrectly supplied or incorrect products from the date of receipt.

      IMPORTANT: If the corresponding days for the reason for the exchange indicated by the customer have passed since receiving the order, unfortunately we cannot offer an exchange.

      Please consider the production and shipping times of our products.

      REQUIREMENTS FOR EXCHANGES: To be eligible for an exchange.

      • Your item must be new without
      • Have all original tags intact (clothing/footwear).
      • Must be in original packaging (footwear/accessories).
      • Not present obvious damage due to misuse.
      • Do not submit modifications.
      • Do not present essential deterioration.
      • The product must have been purchased at capranera.com.mx.

       

      IMPORTANT: Consider production times. Therefore, if your order includes more than one product, we recommend checking that all items are in order before requesting a return.

      EXCHANGE RESTRICTIONS: Several types of products are exempt from exchanges.

      • Perishable goods, such as food, flowers, etc.
      • Newspapers, posters or
      • Products that are intimate or
      • Socks and underwear.
      • Hazardous materials, liquids or gases
      • Personalized items.

      Additional items that cannot be changed:

      • Gift cards
      • Downloadable software products
      • Health and personal care items

      EXCHANGES AND/OR RETURNS DO NOT APPLY IN THE FOLLOWING SITUATIONS:

      • Books, magazines or posters with obvious signs of use.
      • CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that was
      • Any item not in its original condition, is damaged or missing parts for reasons not due to our
      • Any item returned more than 30 days after the
      • Products that show obvious damage due to misuse.
      • Products with obvious modifications.
      • Products with accidental or intentional damage.
      • The product is intentionally or accidentally faded or tinted.

       PROCESS OF CHANGE

      To begin the exchange process, you must visit the official website www.capranera.com.mx and contact customer service via the online chat or contact area.

      For both options of ways to contact customer service available to the consumer, you must follow these steps:

      1. Indicate the following as the subject of the message (as appropriate)
      • Product exchange due to quality defect (if applicable)
      • Exchange of incorrectly supplied or incorrect product (if applicable)
      1. You must provide detailed information about the facts of the situation (size requested/color) or the condition of the products received (area(s) of defect).
      1. Include and/or indicate in the message the order number, address, first and last name, cell phone number and email address used to place the order, as well as the name of the item(s) to be returned (if applicable).
      1. Once the email is sent or the process is initiated through the site's chat, the guides for starting the exchange process with the necessary information will be sent to the email address provided within an average of 48 hours.
      1. Once the logistics partner receives your product, it will be sent to our warehouse to validate the condition of the item(s) and you will receive a message to the email registered in the return order with the legend "RETURNED ITEMS RECEIVED", if it does not meet the optimal conditions for a refund or exchange (if applicable) you will receive a message to the email registered in the exchange order with the legend "EXCHANGE REJECTED" and we will return your item to you.
      1. If your change request is approved, you will receive an email notification stating "CHANGE APPROVED":
      • For any subject line option chosen by the customer to request a change, this will be processed by sending the corresponding updates with a new order number to the email address provided in the request message.

      IMPORTANT:

      • To complete your exchange, we require that you include the requested information in your message. Do not return your purchase to the manufacturer.
      • If you wish to purchase a more expensive product, you must write this in the same message or inform our agents during the online chat.
      • The 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.

      Gifts

      If the item was marked as a gift when purchased and shipped directly to you, you'll receive a gift credit for the value of your return. Once we receive the returned item, a gift certificate will be mailed to you.

      If the item wasn't marked as a gift when purchased, or the gift giver chose to have the order shipped to them and then give it to you, we will send a refund to the gift giver and they will find out about your return.

      Shipment

      To return your product, you must contact customer service through the contact area or online chat on the website.

      We will cover the shipping costs for returning your item if it is within the timeframe and for the reasons stated here.

      Return shipping costs for your item are your responsibility if it is returned outside the timeframes and for the reasons stated here.

      Shipping costs or additional fees are nonrefundable for any return reason. If you receive a refund, the return shipping cost will be deducted from your refund.

      Depending on where you live, the time it takes to receive your exchanged product may vary.

      If you're shipping an item over $75, we recommend using a trackable shipping service or purchasing shipping insurance. We don't guarantee we'll receive your returned item.