Effective Date: June 17, 2026
Thank you for shopping at kcg s.a. de c.v (kcgstore.com). We appreciate your business and want you to be completely satisfied with your purchase. If you are not entirely happy with your order, we are here to help you navigate our return and refund process.
Please read this policy carefully before completing your purchase. By placing an order on our Site, you agree to the terms and conditions outlined below.
1. Strict “No Return, No Refund” Policy
At kcg s.a. de c.v, we enforce a strict policy regarding product returns and refunds: We do not offer “Refund Only” (refunds without returning the product) under any circumstances.
To qualify for a refund, store credit, or a replacement product, the original item must be physically returned to our facility in Guadalajara, Jalisco, Mexico, and pass our inspection process. We will not issue any monetary refunds, chargebacks, or digital credits if the buyer keeps the merchandise. No exceptions will be made to this rule, regardless of the claims regarding product condition or delivery issues.
2. Return Eligibility Criteria
To be eligible for a return and subsequent refund, you must meet the following strict conditions:
- Timeframe: You must initiate the return request within 14 calendar days from the date you received your item.
- Product Condition: The item must be unused, unwashed, unaltered, and in the exact same condition that you received it.
- Packaging: The product must be returned in its original, undamaged packaging, including all tags, labels, certificates, manuals, and accessories.
- Proof of Purchase: You must provide the original receipt, invoice, or online order confirmation number.
Non-Returnable Items:
- Final sale or clearance items.
- Personalized or custom-made products.
- Perishable goods, intimate apparel, or opened cosmetics/hygiene products.
- Gift cards.
3. The Return and Inspection Process
To return an item, please follow this step-by-step process:
- Contact Us: Email our customer support team at vyrna@kcgstore.com or call us at +52 444 209 0120 to request a Return Merchandise Authorization (RMA) number.
- Provide Details: Include your order number, photos of the item you wish to return, and the specific reason for the return.
- Pack and Ship: Securely pack the item in its original packaging. Clearly write the RMA number on the outside of the box. Ship the package to our authorized warehouse address located in Guadalajara, Jalisco, Mexico.
- Inspection: Once we receive your returned package, our quality assurance team will inspect the item. This process typically takes 3 to 5 business days. We will notify you via email once the inspection is complete and inform you whether your return is approved or rejected.
4. Shipping Costs for Returns
- Customer Responsibility: Buyers are responsible for paying all shipping costs, customs duties, and taxes associated with returning the item. Shipping fees are entirely non-refundable.
- Trackable Shipping: We strongly recommend using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item, and we are not liable for packages lost or damaged during transit back to us.
5. Approved Refunds and Processing
If your return is physically received, inspected, and approved by our team, we will process your refund.
- Method: The approved refund will be credited back to your original method of payment (e.g., credit card, PayPal, or bank transfer).
- Timeline: Please allow 7 to 10 business days for the refund to reflect in your account, depending on your financial institution’s processing times.
6. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged during transit, defective, or completely different from what you ordered, the physical return requirement still applies.
You must contact us at vyrna@kcgstore.com within 48 hours of delivery with clear photographic or video evidence of the defect. If our team validates the claim, we will provide a prepaid shipping label for you to send the item back to us. Upon physical receipt and verification of the defective item at our warehouse, we will gladly ship out a replacement item or issue a full refund. Under no circumstances will a refund be granted if the damaged or defective item is retained by the customer.
7. Contact Information
For any questions, concerns, or to initiate a return request under this policy, please reach out to our team:
- Company Name: kcg s.a. de c.v
- Website: kcgstore.com
- Email Address: vyrna@kcgstore.com
- Physical Address: Guadalajara, Jalisco, Mexico
- Phone Number: +52 444 209 0120