Refund policy

Return & Refund Policy

At CANCUN.STORE, we want you to enjoy your vacation essentials worry-free. This policy complies with Mexico's Federal Consumer Protection Law (Ley Federal de Protección al Consumidor).

Right of Withdrawal (5 Business Days)

As required by Mexican law (Article 56, LFPC), you may cancel your online purchase within 5 business days after receiving your order, without any penalty. To exercise this right:

Products must be unopened, unused, and in original packaging.
Contact us via WhatsApp or email to initiate the return.
The customer is responsible for return shipping costs.

Defective or Incorrect Products

If your product arrives damaged, defective, or does not match its description, you are entitled to:

A full replacement delivered to your hotel at no charge, OR
A full refund plus a bonus of at least 20% of the price paid, as mandated by Mexican consumer law.

Please contact us within 24 hours of delivery with photos of the issue.

Non-Returnable Items

Perishable goods (food, beverages, sunscreen that has been opened)
Personal care items that have been opened or used
Experience bookings and tours (managed by third-party partners)

Refund Processing

Approved refunds are processed within 5-7 business days to your original payment method.
Delivery fees are non-refundable unless the error was on our part.

Product Warranty

All durable goods (electronics, accessories) carry a minimum 90-day warranty from the date of delivery, as required by Mexican law. Contact us to file a warranty claim.