Effective Date: October 1, 2026
These Terms of Service constitute a legally binding agreement between you, the user and customer of this e-commerce platform, and Guatever México, S.A. de C.V., the registered operating entity of the official website www.guatevermex.com. By accessing, browsing, registering an account, placing an order, or using any services offered on our platform, you confirm that you are at least 18 years of age (or have reached the age of majority in your jurisdiction of residence, and have full legal capacity to enter into this binding agreement), and that you have fully read, understood, and agreed to be bound by every term and condition outlined in this document. If you do not agree to any provision within these Terms of Service, you are not authorized to access or use our platform, services, or purchase any products sold through our website.
We are a local Mexican brand with more than 6 years of experience dedicated to bringing gentle, safe flameless warmth to every Mexican home. Our desktop aroma lamps and scenario lights combine soft, even mist with warm ambient lighting, designed to fit small desks, quiet bedrooms and cozy living corners. Every term laid out below is crafted to protect the legitimate rights and interests of both our company and all valued customers, while maintaining a fair, transparent and reliable shopping ecosystem for every participant on our platform.
1. Platform Access and Account Registration Rules
1.1 We grant you a limited, non-exclusive, non-transferable, revocable permission to access and use www.guatevermex.com for personal, non-commercial shopping purposes only. You are not permitted to copy, modify, distribute, resell, or otherwise exploit any part of our website content, platform functions, or product listings for any commercial use without our prior written explicit consent.
1.2 When you choose to register a user account on our platform, you agree to provide accurate, complete, up-to-date personal information including your full legal name, valid email address, active contact phone number, and correct shipping and billing address, and you will promptly update your account settings to keep all your information accurate at all times. Creating fake identity accounts, impersonating other individuals or entities, or using false information to register an account is strictly prohibited, and we reserve the right to suspend or terminate such accounts immediately once verified.
1.3 You are fully responsible for maintaining the confidentiality of your account login credentials, including your account password, and for all activities that occur under your registered account. If you detect any unauthorized use of your account, you must notify our customer service team immediately. We will not be liable for any loss or damage arising from your failure to fulfill this security obligation, whether the unauthorized access is conducted by you or a third party.
1.4 We reserve the right to restrict, suspend, or permanently terminate your platform access permission at any time, without prior notice, if we determine that your actions violate these Terms of Service, applicable Mexican laws, or may cause harm to the normal operation of our platform, the security of other users, or our legitimate business rights.
2. Product Information and Order Placement Terms
2.1 All product listings published on www.guatevermex.com describe our full line of safe flameless desktop aroma lamps and scenario lights, with official parameters that strictly match the actual product attributes: every unit is fully flameless with zero open fire risk, works perfectly for 20 to 25 square meter rooms, runs completely silent with zero disturbing hum, supports adjustable mist level and glow brightness, and can work steadily for up to 8 full hours on a full water tank. We make every reasonable effort to present product colors, appearances, functions and descriptions as accurately as possible on our website, but slight variations caused by different display device settings do not constitute a product quality defect.
2.2 All product prices displayed on our platform are denominated in Mexican Pesos, unless explicitly stated otherwise, and the listed prices do not include applicable value-added taxes and shipping fees, which will be clearly calculated and displayed separately on the checkout page before you confirm your order submission. We reserve the right to adjust product pricing, service fee rules, and promotional activity terms at any time, without prior notice; the price applicable to your order is the exact amount displayed on the checkout page when you complete your payment.
2.3 When you submit an order on our platform, you are making a formal purchase offer to us. We will send you an order confirmation email immediately after receiving your payment, but this email only serves as notification of receipt of your order, and does not mean that we have accepted your purchase offer. We retain the right to verify order information, and reject or cancel your order in scenarios including but not limited to: product inventory shortage, obvious pricing errors on our product listing page, suspicion of fraudulent transaction behavior, or your previous violation of agreement terms with our company. The formal contract for product sales between you and us only comes into effect after our team confirms the order and arranges for the product to be dispatched from our warehouse.
2.4 All orders you submit must be for lawful personal use. You are not permitted to place bulk orders for the purpose of reselling our products without obtaining our formal written distribution authorization. If we identify abnormal bulk order behaviors that violate this provision, we have the right to cancel the relevant orders directly and refuse to process subsequent related purchase requests.
3. Payment Transaction Terms
3.1 We support multiple secure, PCI-DSS compliant payment methods on our checkout page, including major local Mexican credit cards, debit cards, officially licensed electronic wallet services, and other payment channels clearly listed on the platform. By selecting a specific payment method to complete your transaction, you confirm that you are the legal authorized holder of the selected payment instrument, and you have sufficient funds or credit limit to cover the full order payment amount.
3.2 All payment transactions processed through our platform are encrypted with 256-bit SSL technology to ensure the security of your payment data. We do not store complete sensitive payment credential information such as your full credit card number on our own servers, all payment processing procedures are completed through our certified third-party payment service providers, and we will not bear any liability for payment data leakage caused by the third party’s intentional or negligent actions, unless otherwise required by applicable Mexican laws.
3.3 If you encounter an abnormal payment status such as duplicate deduction of funds, failed payment after fund deduction, or other transaction exceptions, you can contact our customer service team with your order number and payment receipt proof. Our team will coordinate with the payment service provider to verify and resolve the issue within 5 to 7 working days. We are not responsible for any additional fees such as cross-border processing fees or currency conversion fees charged by your issuing bank, if your payment card is issued outside the territory of Mexico.
4. Shipping and Delivery Rules
4.1 After your order payment is fully verified, our team will arrange shipment for your qualified order within 24 working hours, excluding weekends and official Mexican public holidays. Before dispatch, every aroma lamp and scenario light will go through a secondary pre-shipment quality inspection, to confirm that it meets all our product function standards, with all original accessories and user manuals included in the package.
4.2 We offer delivery services covering all regions of Mexico. The standard estimated delivery window for different locations is: 1 to 3 business days for addresses in Mérida, Yucatán and surrounding nearby areas; 3 to 5 business days for major urban areas including Mexico City, Guadalajara and Monterrey; and no more than 7 business days for remote suburban and rural regions across the country. We also provide an optional expedited shipping service, which will deliver your order within 1 to 2 business days after dispatch for most urban locations. All shipping fee rules are clearly stated on our checkout page, and free standard shipping is available for all orders with a total value equal to or higher than 800 Mexican Pesos.
4.3 Once your package is dispatched, we will send you a shipment notification email that includes your unique tracking number, so that you can check the real-time logistics status of your order. You agree to receive the package at the shipping address you provided during the checkout process within the estimated delivery timeline. If you cannot sign for the package in person, please arrange a designated trusted recipient to receive the goods for you. Once the logistics system shows that the package has been successfully signed for at your designated address, the risk of loss and damage to the product will be transferred to you.
4.4 We will assist you to investigate and resolve issues for lost or significantly delayed packages, but we will not be liable for delivery delays caused by force majeure events, including but not limited to natural disasters, extreme weather, official government transportation restrictions, logistics provider operational exceptions, strike events, or other uncontrollable circumstances outside our reasonable control.
5. Return, Exchange and Refund Rules
5.1 All terms related to product return and exchange services are strictly subject to the provisions outlined in our official independent Refund and Returns Policy. We explicitly reiterate that pure “refund only” requests without returning the physical product are not allowed under any standard circumstances. If you submit a valid return application within 30 calendar days from the date you receive your product, and the returned item remains in unused, brand new condition with all original packaging and accessories intact, we will process an equal-value store credit or arrange a brand new replacement product for you after our warehouse inspects and verifies the returned goods. No direct cash refund will be issued for non-defective return cases.
5.2 All our aroma lamps and scenario lights enjoy a 12-month official quality guarantee. During the guarantee period, if the product encounters non-man-made functional faults under normal proper use scenarios, we will arrange free repair or free replacement service for you. You can refer to the FAQ section on our website for all official operation guidelines: 3 to 5 drops of essential oil will create a soft, pleasant mild scent, the cleaning process for the aroma lamp is very easy, you only need to separate the tank and rinse it gently, any improper operation that violates our official usage instructions will void the corresponding quality guarantee service.
5.3 Any return request must be submitted through our official customer service channels and obtain a formal return authorization number from our team before you send the product back. Returned packages sent directly to our warehouse without prior authorization will not be accepted and processed.
6. User Conduct and Prohibited Activities
When using our platform services, you agree that you will not engage in any of the following prohibited behaviors:
- Upload, publish or spread any illegal, harmful, defamatory, infringing, vulgar, or other inappropriate content through our website comment section, product review area, or other interactive modules
- Attempt to gain unauthorized access to our platform server, interfere with the normal operation of our website, spread computer viruses, malicious code, or carry out network attack behaviors against our system
- Conduct any fraudulent activities including fake order submission, fake payment, fake return application, or malicious false complaint to harm our legitimate rights and interests
- Copy, reproduce, distribute, publicly display, or use our product images, brand logo, website design, text description and other intellectual property content for commercial purposes without our written permission
- Use other people’s personal information, payment account or registered platform account to place orders without obtaining the prior explicit consent of the relevant party
If your actions cause losses to our company, other platform users, or any third party, you agree to take full responsibility and compensate for all corresponding direct and indirect losses, including reasonable lawyer fees and litigation costs.
7. Intellectual Property Rights
All content published on www.guatevermex.com, including but not limited to website design, brand logo, product images, text descriptions, video materials, software programs, and all other platform related content, is protected by Mexican intellectual property laws and corresponding international copyright treaties. All these intellectual property rights are exclusively owned by Guatever México, S.A. de C.V. No individual or entity may use, copy, modify, or distribute any of the above content without obtaining our prior written authorization. When you publish a legal product review, feedback or other user-generated content on our platform, you automatically grant us a perpetual, non-exclusive, royalty-free, worldwide license to use, reproduce, modify, display and distribute this content for the purpose of promoting our platform and products.
8. Limitation of Liability
To the maximum extent permitted by applicable Mexican laws, Guatever México, S.A. de C.V., our directors, employees, partners and agents will not be liable for any indirect, incidental, special, consequential or punitive damages arising from your use of our website services or purchased products, including but not limited to loss of profits, loss of data, business interruption losses, even if we have been notified in advance of the possibility of such damages. Our total aggregate liability to you for any and all claims related to our platform services or product transactions, regardless of the cause of action, will not exceed the total actual amount you paid to us for the specific order that gives rise to the claim. Some jurisdictions do not allow the exclusion or limitation of implied warranties or consequential damages, so part of the above limitation clauses may not fully apply to you based on local legal provisions.
9. Policy Updates and Modifications
We reserve the right to revise, update or adjust the contents of these Terms of Service at any time according to the requirements of new Mexican regulatory provisions, business operation adjustments or service function upgrades. When we make major modifications to these terms, we will prominently post the updated version on the homepage of our website www.guatevermex.com, mark the new revised effective date clearly, and send you a separate notification through your reserved contact email for modifications that significantly affect your legitimate rights. Your continued access to our website and use our services after the effective date of the revised Terms of Service will be deemed as your full acknowledgment and acceptance of all new modified provisions.
10. Governing Law and Dispute Resolution
These Terms of Service are governed by and construed in accordance with the laws of the United Mexican States. Any dispute, controversy or claim arising out of or relating to these Terms of Service, the use of our platform, or product purchase transactions, will first be resolved through friendly negotiations between you and our team. If the dispute cannot be resolved through negotiation within 30 days, both parties agree that the exclusive jurisdiction for all related legal proceedings will be the competent courts located in Mérida, Yucatán, México.
If you have any questions, comments or inquiries related to these Terms of Service, you can contact our official support team at any time through the following channels:
- Operating Entity: Guatever México, S.A. de C.V.
- Official Website: www.guatevermex.com
- Contact Email: [email protected]
- Physical Address: Kutz C2 Lt. 17, Mérida, Yucatán, C.P. 97308, México
- Contact Phone Number: +52 999 414 9944