Refund policy

In order to provide you with the most pleasant and friendly experience, we will communicate our exchange, return and refund policies as clearly as possible.

This change policy is ONLY valid for shipments within the Mexican Republic

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Returns & Exchanges

 

What products are NOT eligible for exchanges or returns?

Those products that do NOT have a label or are broken, stained or have been used.

For hygiene and health reasons, changes or returns of face masks are NOT accepted.

Products that are NOT from the Acapella brand, returns cannot be made in the original way of payment, but it will be based on Gift Card without exceptions.

 

How long do I have to change or return a product?

If you wish to exchange a garment for another size or model, you have 30 calendar days (from the date you receive your order) to request an exchange.

If you want a full refund of your order, you have 10 calendar days (from the date you receive your order) to request a refund. Returns will be made in the Acapella Gift Card mode.

Products that are NOT from the Acapella brand will have a maximum of 10 calendar days to contact the Customer Service team. These products can only be redeemed for a Gift Card of equal or greater value. If you want to make a change of products from another brand that is not Acapella, you will have to send the product to our facilities. Once verifying that the product is in optimal conditions, we will send you a Gift Card with the exact amount so that you can purchase the change. We do not have that inventory, so you will have to "repurchase" the exchange item. Keep in mind that the import process and the parcel service may experience unexpected delays, so we ask for your patience.

For products with discounts or promotions such as "Hot Sale", "Buen Fin", "Mid Season Sales", among others, you can make changes or returns during the first 5 calendar days from the delivery of your order.

 

Do changes or returns have any cost?

At Acapella we are committed to your satisfaction. Therefore, we want to tell you that you have 1 change or 1 FREE return. That is, any additional cost of the parcel will be paid by Acapella.

It is important that you know that in the event that some shipping cost has been paid, this amount CANNOT be refunded since the guide has already been used. If the package has not left our facilities, then the shipping cost can be refunded in case of order cancellation. The refund will be made as a Gift Card, which does not have an expiration date to use the refunded amount.

Returns of products of international and imported products ONLY are made through Gift Card with no exceptions.

 

If my order was made in the online store, can I make the change at an Acapella branch?

That's how it is! If your purchase was made in our online store and you want to change your product in one of our branches, you can do it without problem. Just remember that the garments must not be mistreated (torn, stained or used) and must have the label on, also do not forget to take the confirmation email and some official identification with you so that the store staff can validate the change.

 

Can I make the return at an Acapella store?

YEAH! We have a fully integrated and omnichannel system. It doesn't matter if you bought your Acapella garment online or at our branch, you can use any channel to make your change. It is worth mentioning that in Acapella stores we cannot make returns.

 

What is the process to request an exchange or return?

• Send us an email to onlinestore@acapella.mx with your order # and mentioning the items you would like to change or return. It is very important that the order number is included in the package for your own identification.
• Wait for confirmation from the Acapella Customer Service team that the desired products are in stock.
• Your new guide will arrive via email so that you can leave your order in the corresponding parcel service.
• Once your package is received at our facilities, it will be evaluated to verify the status and that it meets all the established requirements. If so, we will be sending you your change (which will take 3-5 business days* to arrive) or we will refund you as a Gift Card the next business day.

GRADES:

• This change policy is ONLY valid for shipments within the Mexican Republic
• Average times are taken directly from the parcels, assuming they do not experience delays. The parcel service is NOT an Acapella service. This is subject to third party service policies. If you have any doubts, consult the parcel with which your order has been sent.
• If you want to change your product for another size or model for the second time, the cost of shipping from your home to Acapella and from Acapella to your home will be paid in full by the customer. You have 30 calendar days from the date your order arrives to request a change through our email onlinestore@acapella.mx
• Any defective item or product that is different from the original order must be notified to onlinestore@acapella.mx within the first 48 hours from receipt of the product. If so, it can be changed within the first 30 calendar days from the day the order was received. Otherwise the change cannot be made.
• Please note that any defective or incorrect item will require photographic proof. In the email sent to onlinestore@acapella.mx you must add the order number and detail the situation in order to proceed with the return of the product.

 

Cancellation Policies

If you placed the order in error or need a cancellation, please contact the customer service team by email at onlinestore@acapella.mx as soon as possible. We can only cancel orders that have not left our warehouse. To cancel the purchase of non-Acapella brand products, we cannot ensure that we can cancel the order, as we do not have the inventory and we will have to contact our brand partner to cancel that order/product.

The requested refund will be reflected in a time of 5-10 business days, depending on the payment method used. This being that the product has not yet been shipped. In the event that we cannot stop the shipment of the product, the product would have to be received and a return processed as indicated in the previous steps.