PURCHASE & RETURNS POLICY
Shopping at Rutas.
This policy applies to purchases made in the online store of Rutas Better Together (“Rutas”) and is governed by Mexico’s Federal Consumer Protection Law (LFPC). By completing a purchase you accept these terms.
1. Who we are
Rutas Better Together, located at Av. Michoacán 128, Col. Hipódromo Condesa, Alcaldía Cuauhtémoc, C.P. 06100, Ciudad de México.
- Email: hola@rutascafe.cc
- Phone / WhatsApp: +52 1 55 4269 7900
2. Prices & payments
All prices are in Mexican pesos (MXN) and include VAT. Before confirming your purchase you will see the total amount payable, including shipping when applicable. Payment is made in full via Mercado Pago or Stripe. Your card details are processed directly by these payment platforms; Rutas does not store them.
3. Shipping
Shipping is free on orders of $3,000 MXN or more (after any discounts). Below that amount, shipping is $100 MXN within Mexico City and $300 MXN elsewhere in the country. You may also pick up your order free of charge at our location.
4. Legal warranty
If your product arrives damaged, incomplete, does not match what you ordered, or is defective, you are entitled —at your choice— to a replacement, a refund, or a rebate, under articles 92 and 92 TER of the LFPC. This right applies even if the packaging has been opened and is not conditioned on the product retaining intact tags or packaging.
To claim it, contact us within 30 calendar days of receiving your order, providing your order number and photo evidence. Shipping costs related to a defective product are covered by Rutas.
5. Change-of-mind returns
If you simply changed your mind and the product has no defect, you may request a return within 2 weeks (14 calendar days) of receiving your order. In this case the product must be returned unused, with its tags and original packaging in perfect condition. Once we receive and verify it, we will process the refund. Return shipping costs are covered by the customer. This courtesy return is additional to, and does not limit, the warranty rights described in section 4.
6. How refunds are processed
Approved refunds are issued to the same payment method used for the purchase, within up to 10 business days of the relevant verification. The time for the amount to appear may also depend on your bank or card issuer.
7. Cancellation by Rutas
Rutas may cancel an order and refund 100% of the amount paid only when: (a) the product is not available in inventory, or (b) there is an evident pricing error in the listing. In such cases we will notify you promptly and refund via the same payment method. Otherwise, Rutas honors the price and conditions in effect at the time of your purchase.
8. Personal data
The processing of your personal data is governed by our Privacy Notice.
9. Questions
For any questions or to exercise the rights described here, contact us at hola@rutascafe.cc or on WhatsApp at +52 1 55 4269 7900. In case of dispute, you may contact PROFECO (Mexico’s consumer protection agency).