Refund policy

his Returns & Refunds Policy applies to purchases made through studio.condesagin.com, operated by Condesa Ginebra Mexico S de RL de CV (“Studio Condesa Gin,” “we,” “us,” or “our”).

We currently ship orders to Mexico and the United States.

1. Returns

We accept eligible returns within 30 days of delivery, unless a different period is stated on the applicable product page or required by applicable law.

To be eligible for a return, the item must generally be:

• Unused and unworn.

• In its original condition.

• In its original packaging, when applicable.

• Free from damage, stains, odors, washing, alterations, or signs of use.

• Accompanied by the original order information or proof of purchase.

Items that do not meet these conditions may not be eligible for a return.

Before sending anything back, you must contact us at:

hola@condesagin.com

Do not send a return to an address unless we have provided return instructions.

2. Return Request

To request a return, please contact:

hola@condesagin.com

Please include:

• Full name.

• Order number.

• Product you wish to return.

• Reason for the return.

• Photographs, when relevant.

We will review your request and provide instructions regarding whether the return is eligible and where the product should be sent.

3. Return Shipping Costs

Unless otherwise stated or required by applicable law, the customer is responsible for the cost of returning an item when the return is requested for reasons such as a change of mind, incorrect size, or personal preference.

If the return is required because we sent an incorrect product or because the product arrived damaged or defective, we will determine the appropriate return shipping solution.

Nothing in this section limits any consumer rights that cannot legally be excluded.

4. Damaged or Defective Products

Please inspect your order when you receive it.

If an item arrives damaged, defective, or in a condition that does not conform to the product description, contact us as soon as possible at:

hola@condesagin.com

Please provide:

• Order number.

• Description of the problem.

• Photographs of the product.

• Photographs of the packaging, when applicable.

• Any other information reasonably necessary to evaluate the issue.

Depending on the circumstances and applicable law, we may offer a replacement, repair, refund, or another appropriate remedy.

5. Incorrect or Missing Products

If you receive an item that is different from what you ordered, or an item is missing from your order, contact us as soon as possible.

We will review the order and determine the appropriate solution, which may include:

• Sending the correct product.

• Sending a missing product.

• Replacing the incorrect product.

• Providing a refund where applicable.

6. Made-to-Order Products

Some Studio Condesa Gin products are made to order or produced specifically after an order is placed.

Because these products may be produced specifically in response to an order, they may be subject to different return or cancellation conditions.

The applicable return conditions will be disclosed on the relevant product page or otherwise communicated before purchase when applicable.

Nothing in this section limits rights that cannot legally be waived under applicable law.

7. Personalized or Custom Products

Products that are personalized, customized, or produced according to specifications provided by the customer may not be eligible for return due to a change of mind or personal preference.

However, this does not affect any rights you may have if the product is defective, damaged, incorrect, or otherwise does not conform to the applicable agreement or requirements of law.

8. Products That May Not Be Returned

Unless otherwise required by applicable law, we may not accept returns of:

• Products that have been worn or used.

• Products that have been washed.

• Products with stains, odors, or other signs of use.

• Products that have been altered or modified.

• Personalized or customized products.

• Made-to-order products where the applicable product terms exclude returns.

• Products damaged after delivery due to improper use or care.

• Items missing original packaging where the packaging is necessary for the return.

Personal-Care and Hygiene Products

For products where health, hygiene, or sanitary considerations apply, returns may be restricted once the product has been opened or used.

Any applicable restrictions will be disclosed on the product page or at the time of purchase.

These restrictions do not apply where applicable law provides a non-waivable right to return or obtain a remedy.

9. Sale and Promotional Items

Sale or promotional items may be subject to specific return conditions disclosed at the time of purchase.

Unless otherwise stated or required by applicable law, discounted products are not automatically excluded from returns solely because they were sold at a reduced price.

Any product-specific return restriction will be communicated before purchase.

10. Exchanges

We do not offer automatic exchanges for all products.

If you need a different size, color, or product, you may contact us at hola@condesagin.com to determine whether an exchange is available.

Availability is not guaranteed.

If an exchange is not available, you may be required to return the original item and place a new order.

Any return must comply with the applicable return conditions.

11. Refunds

Once we receive and inspect an eligible return, we will notify you whether the refund has been approved.

If approved, the refund will generally be issued to the original payment method.

The time required for the refund to appear in your account may depend on your bank, card issuer, or payment provider.

We are not responsible for delays caused by the financial institution processing the refund.

12. Shipping Charges and Refunds

Whether the original shipping charge is refundable depends on the reason for the return and applicable law.

Where a return is required because we sent an incorrect product, the product was defective or damaged, or another circumstance makes a refund of shipping charges legally applicable, the applicable shipping amount will be addressed accordingly.

For voluntary returns, such as a change of mind or incorrect size, original shipping charges may not be refundable where permitted by law.

13. Orders That Cannot Be Delivered

If an order is returned to us because of an incorrect or incomplete address, refusal to accept the package, or other circumstances attributable to the customer, we will contact you to determine the available options.

If a new shipment is requested, additional shipping charges may apply.

Any refund will be handled according to the circumstances of the order and applicable law.

14. Cancellations

If you wish to cancel an order, contact us as soon as possible at:

hola@condesagin.com

We will try to accommodate cancellation requests received before the order has been processed or shipped.

Once an order has entered production, particularly for made-to-order or customized products, or has been shipped, cancellation may no longer be possible.

Where applicable, cancellation rights provided by consumer protection law will continue to apply.

15. Returns from Mexico and the United States

We accept eligible returns from customers in Mexico and the United States, subject to this policy and applicable law.

Return shipping instructions may vary depending on the country from which the return is being made.

Customers returning products from the United States should follow the return instructions provided by our customer service team before shipping the product.

Customers returning products from Mexico should likewise wait for return instructions before sending the product.

16. Customs and International Returns

For returns involving shipments between Mexico and the United States, customs documentation may be required.

Customers should follow the instructions provided by us for any international return.

We are not responsible for customs delays or charges caused by incorrect information provided by the customer or by the customer's failure to follow return instructions, to the extent permitted by applicable law.

17. Refunds for Lost Returns

If you return an item using a shipping service, we recommend using a trackable shipping method and retaining proof of shipment.

We may request tracking information or proof of shipment before processing a refund when the returned package has not yet been received.

18. Contact Us

For questions regarding returns, exchanges, cancellations, or refunds, contact:

Condesa Ginebra Mexico S de RL de CV

Bosque de Capulines 235
Bosque de las Lomas
Miguel Hidalgo
Mexico City, C.P. 11700
Mexico

Email: hola@condesagin.com

Website: studio.condesagin.com