At NQORO we believe a piece must earn your conviction. If what you receive does not convince you, you have 30 calendar days from delivery to return it. This policy expands on the legal minimum (art. 92 LFPC) and respects your consumer rights.
1. Window
30 calendar days from the delivery date logged by the carrier. After that window, returns are no longer possible, except for manufacturing defects covered by the warranty.
2. Product conditions
- Unused, unwashed, unmodified
- Original tags attached
- Original packaging in good condition
- For garments: free of odors (perfume, smoke, etc.)
3. Non-returnable items
- Underwear and swimwear without sanitary protective sticker
- Pieces personalized with your name, custom measurements or made-to-order tweaks
- Products marked as “Final sale” on their listing (only applicable to promotions explicitly labeled as such)
- Hygiene or care products already opened
4. Return process
- Request the return from your account, in the order detail, “Request return” button. Choose the reason, quantity and upload photos if applicable.
- We respond within 24–48 business hours. If approved, you receive the return label as a PDF via email.
- Print the label, attach it to the original package and drop it at any branch of the indicated carrier (Estafeta, DHL, FedEx, Paquetexpress, 99Minutos).
- When the package arrives we inspect within up to 5 business days.
- Once inspection passes we issue the refund. A confirmation email follows.
5. Return label cost
- Free if the reason is: defective product, arrived damaged, or we sent something different from what you ordered
- $99 MXNdeducted from the refund if the reason is change of mind, wrong size, not what you expected or “other”
6. Refund time
| Original payment method | Refund window after approved inspection |
|---|---|
| Credit/debit card (Stripe) | 5–10 business days (depending on your bank) |
| Mercado Pago (when active) | 3–10 business days |
| OXXO / SPEI | SPEI transfer to the CLABE you provide, 1–3 business days after identity validation |
7. Exchanges
If you want an exchange (different size or color), follow the same return process and place a new order with the right product. When the original is refunded you only pay the difference, if any.
8. Partial returns
You can return just one or several items from an order. The refunded amount is proportional to the returned pieces (VAT included). The original shipping cost is only refunded when the full purchase comes back and the fault was ours.
9. CFDI already issued
If we already issued your tax invoice, the refund triggers a credit note or CFDI cancellation as applicable. It requires your acceptance from the SAT portal. We guide you step by step at facturas@nqoro.com.
10. Contact
Questions: soporte@nqoro.com with your order number. Escalations: PROFECO.