Política de reembolso

Last updated: September 14, 2026

This Returns and Refunds Policy (hereinafter, the “Policy”) comprehensively, exhaustively and bindingly governs the conditions applicable to any request for a return, replacement or refund relating to products purchased through this e-commerce website (hereinafter, the “Site”).

Access to the Site, placement of an order and/or purchase of any product implies the express, informed and unconditional acceptance of all the provisions contained herein.

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Provider Identification

The Site and the Herbaluma brand are operated by EHCUOBM LLC, a limited liability company incorporated in the State of New Mexico, United States of America, with an address at 8206 Louisiana Blvd NE, Ste A #9696, Albuquerque, New Mexico 87113, United States.

Customer service email: support@herbaluma.com.

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Scope of Application and Contractual Nature

This Policy applies exclusively to transactions carried out through the Site with a delivery address within the United Mexican States. Herbaluma markets and accepts orders solely for delivery within Mexico. Orders intended for other countries or territories will not be accepted.

The customer acknowledges that the contractual relationship is formed upon confirmation of the order and that this Policy constitutes an integral and essential part of the electronic sales agreement.

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Order Cancellation

The customer may request cancellation of an order within twelve (12) hours following receipt of the order confirmation by writing to support@herbaluma.com and providing the order number.

After this period has elapsed, or once the order has already been processed, prepared or transmitted to the supplier or logistics operator, cancellation may no longer be possible. This operational condition does not limit any non-waivable rights available to the consumer under applicable Mexican law.

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Specific Nature of the Products Sold

The products offered by the Store mainly consist of personal wellness products and dietary supplements. These products are intended for personal consumption and use and, due to their nature, require appropriate storage, handling and hygiene conditions to ensure their quality and integrity. 

Dietary supplements are not medicines, are not intended to diagnose, treat, cure or prevent diseases, and do not replace professional medical advice. Results may vary from person to person and depend on various individual factors.

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Voluntary 90-Day Return for Unopened Products

At Herbaluma, we want to provide our customers with greater confidence and peace of mind when making a purchase. Therefore, we offer a ninety (90) day satisfaction guarantee from the date the order is delivered.

This guarantee is intended for cases in which, after receiving the product, the customer believes that the purchase does not meet their needs, provided that the product remains unopened, unused and in the same condition in which it was received. This guarantee allows the customer to request a refund when they are not satisfied with their purchase, provided that the conditions established in this Policy are met. To qualify for this guarantee, the product must be unopened, unused, with its tamper-evident seal or safety seal intact, in its original packaging and in the same condition in which it was received. Due to the nature of dietary supplements and products intended for personal consumption, returns of products that have been opened, unsealed, handled, consumed or that no longer remain in their original condition will not be accepted for hygiene, safety and consumer protection reasons.

The request must be submitted within ninety (90) days from delivery of the order by contacting Herbaluma at support@herbaluma.com and providing the order number and the information required to assess the request. Before sending any return shipment, the customer must obtain a Return Merchandise Authorization (RMA) number in accordance with the “Prior Return Authorization (RMA)” section of this Policy. For the processing and assessment of the request, Herbaluma may require additional information in accordance with the “Formal Requirements and Supporting Evidence” section of this Policy. Once compliance with the above conditions has been verified, Herbaluma may issue the corresponding refund in accordance with the conditions set out in this Policy.

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General Principle Restricting Returns

As a general rule, returns and refund requests will be subject to the conditions set out in this Policy and to Herbaluma’s 90-day Satisfaction Guarantee.

Returns or refunds will not be available in the following cases:

a) Products that have been opened, handled, consumed or used, except where there is a substantiated original defect or an incident attributable to Herbaluma.

b) Products that are not preserved in their original condition, including those that do not retain their original container, packaging, intact tamper-evident seal or safety seal, or appropriate storage conditions.

c) Results that are not perceived or are considered insufficient after use of the product.

d) Individual intolerances, allergies or personal reactions resulting from consumption of the product.

e) Improper, incorrect use or use contrary to the instructions provided.

f) Delays exclusively attributable to external logistics operators.

g) Orders whose delivery cannot be completed due to incorrect, incomplete or insufficient information provided by the customer, including errors in the name, address, postal code, telephone number or contact information.

h) Orders that are not delivered due to repeated absence of the recipient, unjustified refusal to accept delivery or failure to respond to notices from the carrier.

i) Requests submitted outside the time limits established in this Policy.

For the proper assessment of any return or refund request, the customer must refer to the “Formal Requirements and Supporting Evidence” section of this Policy, which details the information or documentation that may be requested to verify the incident or request submitted.

If the customer receives a product whose packaging, presentation or external condition shows damage caused during transportation, the customer may report the incident in accordance with the procedure established in this Policy. Opening the container, handling the contents or any indication of consumption will make the return ineligible, unless the matter falls within an incident covered by this Policy or a substantiated original defect.

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Original Defects and Product Incidents

A refund or replacement request may be assessed when the product has a manufacturing defect, a structural alteration that existed prior to delivery, or an incident attributable to Herbaluma. For purposes of this Policy, an original defect means any verifiable abnormality affecting the physical integrity of the product that does not result from handling, improper storage or external causes occurring after delivery. The burden of proving the existence of the defect shall rest with the customer.

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Maximum Period for Reporting Incidents

The customer must report any incident related to visible damage, order errors or possible product defects arising from transportation or delivery within a maximum period of seventy-two (72) hours from delivery confirmation by the carrier. Notice must be provided in writing by email to support@herbaluma.com, stating the order number and providing the information required to assess the incident. The customer must refer to the “Formal Requirements and Supporting Evidence” section of this Policy, which details the information and documentation that may be requested for the proper assessment of the claim. 

This period does not affect any additional rights or guarantees offered by Herbaluma, including the 90-day satisfaction guarantee when applicable under its specific conditions.

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Formal Requirements and Supporting Evidence

In order to properly assess a return, replacement or refund request, Herbaluma may request additional information from the customer to verify the incident.

This information may include, among other items:

a) Clear photographs or clear, uninterrupted videos of the product received and of the alleged defect or incident.

b) Order number and proof of purchase.

c) Detailed description of the issue identified.

d) Images of the original packaging when necessary to verify possible damage during transportation.

Insufficient, incomplete or missing information required to verify the incident may result in rejection of the request where the claim cannot be properly assessed based on the information provided.

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Prior Return Authorization (RMA)

Before physically sending any product back for return, the customer must request and obtain a Return Merchandise Authorization (RMA) number from Herbaluma by writing to support@herbaluma.com and providing the order number and reason for the request.

Issuance of an RMA number allows the return to be identified and managed, but does not by itself constitute final approval of the refund. Packages sent without a previously authorized RMA number, or returns sent to an address other than the one provided by Herbaluma in the corresponding authorization, will not be accepted.

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Assessment and Resolution Procedure

Claims received will be subject to internal review and may be forwarded to the international supplier responsible for manufacturing and shipping the product. The technical assessment of the alleged defect may be based on the documentation provided, supplier reports and any other objective evidence available. The Store may request additional information before issuing a decision. The review period may be extended for as long as necessary to complete the assessment.

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Economic Conditions of the Return

If the physical return of the product is exceptionally authorized, all costs associated with transportation, logistics management, customs procedures or any expense arising from the return shall be borne entirely by the customer. Shipping charges paid for the original order will not be refunded.

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Refund Conditions

If the claim is approved, the refund will be made exclusively through the same payment method used for the original transaction. The maximum refundable amount will be limited to the amount corresponding to the product covered by the approved request, excluding shipping costs, fees or any other additional costs where applicable. Refund processing time will depend on the relevant financial institution and may require several business days.

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Limitation of Liability

The Store’s total and maximum liability, under any circumstances, shall be limited to the amount actually paid for the product that is the subject of the claim. Under no circumstances shall the Store be liable for indirect damages, loss of profits, economic losses, moral damages or losses arising from consumption of the product. The customer acknowledges that use of the product is voluntary and at their sole responsibility.

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Customer Service

For any inquiries, the customer may contact Herbaluma by email at support@herbaluma.com.

Our customer service hours are Monday through Friday, on business days, from 9:00 a.m. to 5:00 p.m., Mexico City time.

Inquiries received outside these hours will be handled as soon as possible during the next available customer service period.

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Applicable Law and Jurisdiction

This Policy, purchases made through the Site and any consumer relationship connected with Herbaluma shall be governed by the laws in force in the United Mexican States, in particular the Federal Consumer Protection Law and any other applicable Mexican provisions.

Any dispute shall be submitted to the competent Mexican administrative or judicial authorities, without prejudice to any non-waivable rights granted to the consumer under applicable law.

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Amendment of the Policy

We may update this Returns and Refunds Policy to reflect changes in our practices or for operational, legal or regulatory reasons. The version in force will be the one published on the Site at any given time, we will update the “Last updated” date and will provide notice of changes as required by applicable law.

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Express Acceptance

By placing an order through the Website, the customer declares that they have read, understood and expressly accepted this Returns and Refunds Policy. The customer also acknowledges that they are aware of the conditions, time limits and requirements applicable to requesting a return, exchange or refund, in accordance with applicable regulations.

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Contact

If the customer has any questions, concerns or wishes to make a request related to this Returns and Refunds Policy, they may contact us at the following email address:

Email: support@herbaluma.com