🔄 Cancellation, Exchange, and Return Policy

At Santa Casaca, we want every customer to clearly understand the applicable terms before making a purchase.

This policy distinguishes between voluntary requests—such as sizing errors or changes of mind—and the rights that apply when the product received is incorrect, defective, or when consumer protection laws apply.

❌ Cancellations and Modifications

Orders begin processing once payment is confirmed. For this reason, once an order has been prepared, customized, dispatched, or issued a tracking number, we cannot guarantee its cancellation or modification.

Before finalizing your purchase, carefully verify:

• The selected model.

• The size.

• The product version.

• The customization.

• The shipping address.

• The phone number.

• The payment method.

If you detect any errors, contact us immediately through the customer service channels listed on our store. Our team will do its best to help you as long as the order has not yet been processed.

The above applies without prejudice to the rights of revocation, return, or claim that may apply under applicable law.

🚚 Orders with Standard Shipping

Orders with standard shipping are prepared specifically according to the model, size, version, and customization selected by the customer.

Therefore, we do not offer voluntary exchanges for the following reasons:

• Incorrect size selection.

• Change of mind.

• Preference for another model, design, or version.

• The fit of the garment is not what the customer expected.

• Error in the customization requested by the customer.

It is the customer's responsibility to carefully review the product description and size guide before completing their order.

This condition does not limit the rights that apply when the product received is different from the one purchased, defective, or does not match the offered characteristics.

⚡ Size Exchanges for Express Orders

Express orders may request a size exchange for the same model originally purchased, provided that all the following conditions are met:

• The request is made within the first 1 to 3 calendar days after receiving the order.

• The requested size is immediately available in the Express inventory.

• It is exactly the same model, design, and version that was purchased.

• The product has not been customized.

• The item is completely new, unused, and unwashed.

• It does not have odors, stains, damage, or alterations.

• It retains its tags and original packaging.

• The exchange has been previously authorized by our team.

Voluntary exchanges for a different model, design, version, color, or product are not permitted.

If the requested size for the same product is not immediately available, the voluntary exchange cannot be made, and no replacement with another model, store credit, or refund will be offered for this reason.

Once the three calendar days following delivery have passed, we will not accept voluntary size exchange requests.

💳 Costs Associated with a Voluntary Exchange

All costs associated with a voluntary size exchange must be covered by the customer, including:

• Shipping the product to our facilities.

• Shipping the new size to the customer's address.

• Additional charges generated by the courier.

• Any other cost resulting from the process.

The customer must not send any item without first receiving authorization and instructions from our team.

Products sent without prior authorization cannot be processed until the customer contacts us and the case is verified.

When an exchange, replacement, or return is warranted due to an error directly attributable to Santa Casaca, the corresponding costs will be handled in accordance with applicable law.

📦 Incorrect, Incomplete, or Defective Product

If you receive a product different from the one indicated in your order, incomplete, or with any visible defect, we recommend contacting us within the first 1 to 3 calendar days after delivery so we can assist you as quickly as possible.

The request must include:

• Order number.

• Full name.

• Detailed description of the problem.

• Clear photographs of the entire product.

• Photographs of the packaging.

• Photograph of the shipping label.

• Unboxing video, when available.

Each case will be reviewed to determine the appropriate solution.

The item must be kept unused, unwashed, with its tags and inside its original packaging, unless the defect could only be detected after normal use.

The recommended period of 1 to 3 days facilitates the review of the case, but does not limit the rights or legal timeframes applicable to the consumer.

🚫 Products Not Eligible for Voluntary Exchanges

We do not offer voluntary exchanges for:

• Orders with standard shipping.

• Customized products.

• Jerseys with a name or number chosen by the customer.

• Items on sale, promotion, discount, or clearance.

• Used, washed, stained, damaged, or altered products.

• Products without tags or original packaging.

• Express exchange requests made after three calendar days.

• Exchanges for a model different from the one purchased.

• Cases where there is no Express inventory of another size of the same model.

• Customer errors when selecting the model, size, version, customization, or product features.

These exclusions refer only to voluntary exchanges and do not eliminate the corresponding rights for defective, incorrect, or different products than those offered.

📝 Process for Requesting an Express Exchange

1. Contact us through the customer service channels listed on our store within the first 1 to 3 calendar days after delivery.

2. Indicate the order number, the size received, and the size required.

3. Attach clear photographs of the product, the tags, and the packaging.

4. Wait for confirmation of availability in the Express inventory.

5. Receive our authorization and instructions before making any shipment.

6. Cover the costs associated with the voluntary exchange.

7. Ship the item in perfect condition, unused, with its tags and original packaging.

The exchange will be made only after receiving and inspecting the original product.

The request cannot be processed when there is no Express availability of the requested size for exactly the same model purchased.

↩️ Right of Revocation

When applicable under the Federal Consumer Protection Law, the customer may revoke their consent within five business days counted from the delivery of the product or the signing of the contract, whichever occurs last.

The request must be made through a means that allows verification of the receipt date, and the product must be returned in the corresponding conditions.

In these cases, the shipping and insurance costs associated with the return will be covered by the customer, in accordance with applicable law.

💰 Returns and Refunds

Santa Casaca does not offer voluntary returns or refunds for sizing errors, changes of mind, or personal preferences.

A return, replacement, or refund may be warranted when:

• The right of revocation applies.

• The product received is different from the one purchased.

• The item does not match the offered characteristics.

• The product has a defect attributable to its manufacture or preparation.

• There is an error directly attributable to Santa Casaca.

• Applicable law so provides.

When a return of a paid amount is warranted, it will be made using the same payment method used for the purchase, unless the customer expressly accepts another form.

The time required for the amount to reflect may vary depending on the bank, platform, or payment method used.

⚠️ Important Considerations

By completing the purchase, the customer confirms that they reviewed:

• The model.

• The size.

• The version.

• The customization.

• The size guide.

• The preparation and shipping times.

• The conditions of this policy.

No provision of this policy is intended to exclude, restrict, or replace the non-waivable rights recognized by Mexican consumer protection law.

To request assistance, contact us through the customer service channels listed on our store.

The casaca is sacred.