Shipping policy

SHIPPING TERMS AND CONDITIONS AGREEMENT

This agreement establishes the shipping, delivery, exchange and liability terms applicable to purchases made with Palo Santo, which are considered accepted by the customer upon confirming the order.

1. Shipping

All shipments, both domestic and international, are coordinated in advance with the customer. Shipping and insurance costs are the customer's responsibility, unless otherwise stated in writing.

2. International Shipping

For international shipments (outside Mexico), the customer assumes full responsibility for the payment of taxes, tariffs, customs fees or charges determined by the immigration or customs authorities of the destination country. Palo Santo is not responsible for delays, holds or additional charges resulting from customs procedures.

3. Insurance

Insurance must be paid by the customer. Palo Santo is not responsible for damage, loss or incidents occurring during transit. Should the customer wish to file an insurance claim, it is the customer's responsibility to initiate the process with the contracted logistics company. Once the claim is filed and insurance payment is confirmed, Palo Santo commits to replacing the piece or applying that amount toward another available product.

4. Damaged Items

Any broken or damaged item must be reported within 48 hours of delivery. Claims submitted after this period will not be accepted.

5. Exchanges

If upon receiving the item the customer determines it is not to their liking, they may request an exchange, subject to availability. The customer is responsible for the return shipping cost of the original item and the shipping cost of the replacement item.

6. Returns

No refunds or monetary returns are accepted under any circumstances. Only exchanges are allowed in accordance with the terms established in this agreement.

7. Acceptance

By completing your purchase, the customer acknowledges having read, understood and fully accepted these shipping terms and conditions.