Effective Date: October 1, 2026
This Refund and Returns Policy is officially issued by Guatever México, S.A. de C.V., governing all product return and exchange requests submitted through our official e-commerce website www.guatevermex.com. We design and sell safe flameless desktop aroma lamps and scenario lights that bring steady gentle scent and warm glow to your daily space, and we are committed to delivering fresh, pleasant soft daily moments to every customer across Mexico. All terms outlined in this policy apply to every purchase transaction completed on our platform, and we explicitly state upfront that pure “refund only” requests without product return are not allowed under any standard circumstances, to maintain fair and consistent service rules for all our customers.
1. Eligibility for Return and Exchange
To qualify for our return and exchange service, you must submit your formal request to our customer service team within 30 calendar days from the date you successfully receive your ordered product. The returned item must be kept in brand new, unused condition, with all original factory packaging, user manuals, matching accessories, free gifts that came along with the original order fully intact, and no traces of man-made damage, scratches, or improper disassembly.
Products that do not meet the above eligibility requirements, including but not limited to items that have been used for more than 7 consecutive days, damaged by improper operation, disassembled by non-official maintenance personnel, or damaged due to man-made accidents such as falling into water or crashing, will not be approved for return or exchange. We strictly do not accept any application that only requests full or partial monetary refund without returning the physical product, regardless of whether the product has been opened or used. If you claim your received product has functional defects, you are still required to send the full item back to our designated return address for official inspection, rather than applying for a direct refund only.
2. Approved Return Process
When you need to initiate a return request, please first contact our customer support team via [email protected] or call us at +52 999 414 9944, to provide your order number, the specific issue of your product, and clear photo or video proof to support your request. Our support team will review your application within 2 working days, and send you a formal confirmed return authorization along with our designated return shipping address located at Kutz C2 Lt. 17, Mérida, Yucatán, C.P. 97308, México.
You are required to send back the product following the instructions provided in the return authorization email. Once our warehouse team receives your returned package and completes full inspection to confirm the item meets our return eligibility rules, we will process the corresponding exchange service for you: we will ship a brand new qualified replacement product to your designated delivery address, and bear the shipping costs for the new replacement delivery. For eligible return cases where you no longer need the replacement product, we will issue store credit of equal value to your original order amount to your platform account on www.guatevermex.com, which can be fully used for any subsequent product purchase on our official website. No cash refund will be issued under non-defective return circumstances.
3. Product Quality Guarantee
All our flameless desktop aroma lamps and scenario lights go through strict quality inspection procedures before leaving our factory. Our products are fully flameless with no open fire risk at all, work perfectly for 20 to 25 square meter rooms, run completely silent with zero disturbing hum, and support adjustable mist level and glow brightness as described on our product page. We provide a 12-month official quality guarantee for every product you purchase from our platform. If your product encounters non-man-made functional faults during the guarantee period, we will arrange free repair or free replacement service for you, and will not process any direct refund only request without the return of the faulty unit.
4. Exceptions and Contact
In extremely rare scenarios where the product you received is confirmed to be permanently damaged in transit and cannot be repaired or replaced, our team will still require you to provide complete proof of the damaged item and return the full broken product to us, before we arrange a brand new replacement unit for you. We will never process any unconditional refund only application that skips the product return step, to keep our pricing stable and fair for every customer who loves our soft flameless warmth products.
If you have any questions about our Refund and Returns Policy, please feel free to reach out to our team anytime through our official contact 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
- Phone Number: +52 999 414 9944