If for any reason you are not satisfied with your purchase, you have 15 calendar days from the date you receive your order to return it.

To process your return , it is essential to include your order's delivery note in the package to be returned .

If you want to make an exchange, you will have to return the product and make a new purchase of the correct item.

Remember that products must be in perfect condition, with their tags attached, and unused. Ideally, they must be in the original box or similar, well-sealed, for easy transport.

Returns that do not meet any of the conditions specified above will not be accepted. Please remember that if the package is not accompanied by your order receipt, we will not be able to accept your return.

To make your return through the website, follow these steps:

• Click on the following link: click here
• Please provide your order number and the email address used to place the order.
• Once you are on the returns page, you must provide the following information:

1. Select the items you want to return.
2. Click on the return reason and select the one that best suits your case. You can choose the "NO REASON" option if you want to withdraw.
3. Please indicate your preferred pickup day. Click the calendar icon and select the date.
4. Select the approximate pickup time. Remember that the pickup time slot is 3 hours (if you select pickup at 9 am, the pickup time will be from 9 am to 12 pm).
5. Please confirm the complete pickup address.
6. You will receive an email confirming your return.

It is NOT necessary to provide a delivery address on the outside of the package. The online return fee is 175 MXN and will be deducted from the total order amount at the time of refund.

If you have any questions, please do not hesitate to contact our Customer Service department by email at customerservice@simorra.com.mx , WhatsApp , or by calling (+34) 676 021 193.

When we receive your return and it's approved, we'll send you a confirmation email. You'll receive your refund within 14 calendar days of approval.

Once we receive your return and it is approved, you will receive the corresponding refund within 14 calendar days after the return is approved.

You will receive the amount via the payment method you used to make your purchase. If you do not see the refund in your account and you made the payment by credit card, we recommend that you check the balance of the same card, not only that of the associated account.

If you have received an incorrect or defective product, or if you have not received one of the products in your order, please contact Customer Service by email at customerservice@simorra.com.mx , via WhatsApp , or by calling (+34) 676021193 , and we will address your issue as quickly as possible.

Customer service channels are open Monday through Thursday from 8:30 a.m. to 2:00 p.m. and from 3:00 p.m. to 6:00 p.m., and Fridays from 8:00 a.m. to 2:00 p.m. CST.

The following withdrawal form is provided below; you may use this form or any unequivocal statement.

You can complete and submit this form provided if you wish to withdraw from the contract, if you choose this form:
Model withdrawal form

To the attention of CORPORACIÓN SIMORRA MÉXICO SA DE CV with registered office at Iglesia No. 2, Col. Tizapán, 01090, CDMX (Mexico) - Torre E, Oficinas 1004 y 1005, Álvaro Obregón and RFC: CSM180608IC3 (and email address clientes@simorra.com.mx): I/we hereby inform you that I/we withdraw from my/our sales contract, identified by the order number: (insert "Order Number"). – Name of the consumer and user or consumers and users – Address of the consumer and user or consumers and users – Signature of the consumer and user or consumers and users (only if this form is submitted in paper form) – Date

The consumer or user will be responsible for any decrease in the value of the goods resulting from handling them other than that necessary to establish their nature, characteristics or operation (Article 108.2 of Royal Decree 1/2007).

For more information, see the FAQ section .