Effective Date: September 16, 2026
Thank you for shopping at calzadagrupo.com, operated by GRUPO FERRETERIA CALZADA, S.A. DE C.V. (hereinafter referred to as “the Company“, “we“, “us“, or “our“). We take immense pride in the design, curation, and quality of our bath essentials. If you are not entirely satisfied with your purchase, we are here to assist you through a structured, fair, and transparent return process.
By placing an order on our e-commerce platform, you explicitly agree to the terms, conditions, and strict boundaries outlined in this Refund and Returns Policy.
1. The Core Return Requirement: No “Refund-Only” Permitted
To maintain the economic integrity of our business model, prevent systematic e-commerce fraud, and ensure fair treatment for all customers, our company enforces a strict No Refund-Only Policy.
- Physical Return Mandatory: We do not issue monetary refunds, store credits, or product replacements under any circumstances unless the physical item is securely returned to our warehouse first.
- No Exceptions: Requests for “refund-only” status—including claims based on subjective dissatisfaction, sizing misjudgments, or minor buyer remorse—will be systematically rejected.
- Inspection Verification: Financial reimbursement is strictly contingent upon our logistics team receiving, inspecting, and formally approving the physical condition of the returned item.
2. Standard Return Conditions and Eligibility Window
We offer a 30-day return window calculated from the exact calendar date your package was marked as delivered by our designated shipping courier. To qualify for a valid physical return and subsequent refund, your item must meet the following criteria:
- Pristine Condition: The item must be completely unused, unwashed, unaltered, and in the exact same condition that you received it.
- Original Packaging: The item must be securely packed in its original retail boxes, complete with all internal protective inserts, hardware kits, and instruction manuals.
- Intact Tags & Labels: All brand tags, stickers, barcode labels, and protective films must remain attached and undamaged.
- Proof of Purchase: A valid receipt, digital order confirmation number, or invoice issued by our website must accompany the return package.
Non-Returnable Items: For hygiene and safety reasons, certain categories of goods are permanently exempt from being returned. These include personal hygiene items (such as used toothbrush tumbler holders, unsealed toilet nozzles, or unsealed personal care organizers) and customized or personalized products.
3. Return Procedures and Step-by-Step Instructions
To initiate a physical return, you must strictly follow the operational protocol detailed below:
[Step 1: Contact Support] ──► [Step 2: Pack Item] ──► [Step 3: Ship Back] ──► [Step 4: Inspection & Refund]
- Step 1: Initiate Your Request. Contact our dedicated support team via email at [email protected] or call us at +52 33 3145 3400. Provide your full name, order number, and a detailed explanation of the reason for your return.
- Step 2: Obtain Return Authorization. If your request aligns with our policy criteria, our team will issue a Return Merchandise Authorization (RMA) form along with our official warehouse shipping address.
- Step 3: Pack and Ship. Securely package your item to prevent damage during transit. Write your RMA number clearly on the exterior of the shipping box.
Unless the return is a direct result of our proven logistical error, the customer is entirely responsible for paying all return shipping costs, duties, and local taxes. We strongly advise using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item, and we are not liable for packages lost or damaged in transit.
4. Inspection, Approval, and Financial Reimbursement
Once your physical return package arrives at our facility, our quality control team will conduct a thorough assessment within 5 to 7 business days.
- Approval Status: If the item passes inspection and is verified as pristine and complete, we will send you an email notifying you that your return has been formally approved.
- Rejection Status: If the item shows clear signs of use, missing components, or physical damage due to improper repackaging, the return will be rejected. In such scenarios, the item can be shipped back to you at your own expense, and no refund will be issued.
- Processing Timelines: For approved returns, the refund will be processed automatically back to your original payment method (e.g., credit card or digital payment gateway). Please note that it may take 7 to 14 business days for the credit to appear on your bank statement, depending entirely on your financial institution’s processing cycles.
5. Damaged, Defective, or Incorrect Deliveries
In the rare event that your product arrives damaged or defective from manufacturing flaws, or if you received an incorrect item, you must notify our customer service team within 48 hours of delivery.
- Evidence Collection: You must provide clear photographic or video evidence documenting the manufacturing flaw, transit damage, or incorrect product label to [email protected].
- Resolution Protocol: If the damage is verified as our fault, we will arrange for a physical exchange or full refund. However, the damaged item must still be returned to us. We will provide a pre-paid shipping label for these specific validated instances so that the physical item can be brought back to our facility for auditing.
6. Company Contact Information
For any clarifications regarding our strict policy against refund-only requests, or to obtain step-by-step assistance with a physical return shipment, please utilize the contact channels below:
- Corporate Identity: GRUPO FERRETERIA CALZADA, S.A. DE C.V.
- E-Commerce Website: calzadagrupo.com
- Headquarters Address: Calle Lázaro Cárdenas No. 799, Col. Zona Industrial, C.P. 44940, Guadalajara, Jalisco, México
- Support Email: [email protected]
- Direct Phone Line: +52 33 3145 3400