Refund policy
Exchange and Return Policy - My Ixchel
At My Ixchel, we are committed to providing you with the highest quality organic skincare products that nourish and enhance your natural beauty. We want you to be fully satisfied with your purchase. To ensure a smooth and fair process for both our valued customers and our business, we've established the following Exchange and Return Policy:
**1. Eligibility for Returns and Exchanges:**
Due to the nature of our products, not every category is eligible for returns.
Following products ARE ELIGIBLE for return and full refund:
• candles
• skin elixirs
• perfume oils
• lip balms
The following items ARE NOT ELIGIBLE for return:
• bar soaps
- You are eligible to request a return or exchange within 14 days from the date of purchase.
- The product must be in its original condition, unopened, and unused.
- To initiate a return or exchange, please contact our customer service team at info@myixchel.com
- You will be required to provide your order number and a reason for the return or exchange.
**2. Return Process:**
- Upon receiving your return request, we will review it to ensure it meets our eligibility criteria.
- If approved, we will provide you with instructions on how to return the product.
- You will be responsible for shipping the product back to us.
- Once we receive the returned product and verify its condition, we will issue a refund for the purchase amount.
**3. Exchange Process:**
- If you wish to exchange a product, please specify the new product you would like in exchange.
- You will be responsible for the return shipping of the original product.
- Once we receive the original product and verify its condition, we will ship the requested exchange product to you. Shipping costs for the exchange will be covered by us.
**4. Store Credit:**
Besides a money refund we can also provide a refund in store credit for future purchases.
- Store credit will be issued in the form of an electronic gift card.
- Store credit is transferable and can be used on future purchases at My Ixchel official website.
- The store credit does not expire.
**5. Non-Returnable Items:**
- We cannot accept returns or exchanges for products that have been opened, used, or are not in their original condition.
- We do not accept returns on gift cards or promotional items.
**6. Damaged or Incorrect Products:**
- In the unlikely event that you receive a damaged or incorrect product, please contact our customer service team within 7 days of receiving the product. We will arrange for a return and send you a replacement.
**7. Contact Us:**
- If you have any questions or concerns about our Exchange and Return Policy, please do not hesitate to contact our customer service team at info@myixchel.com
We are dedicated to delivering products that align with our commitment to quality and customer satisfaction. We appreciate your trust in our brand and look forward to serving your skincare needs. Thank you for choosing us to enhance your natural beauty.
My Ixchel Team
10.20.2023