Warranty and refund policy


The User will have a maximum period of 24 hours, from receiving the Products, to send the evidence of non-conformity described below and make the product warranty valid:

- Photographs of the pieces received;

- Photograph of the damaged bottle(s); and

- Photograph of the tracking guide.

Warning: No refunds will be issued based solely on damaged packaging.

Said evidence must be sent to the email website@ramo-de-rosas.com

Once the email with all the aforementioned information is received, the Provider will analyze the non-conformity in question and, within a period of no more than 15 (fifteen) business days, will notify the User of the resolution of the particular case and, in any case , if the refund or guarantee is appropriate.

When a case of Unacknowledged Delivery is presented, the Provider will conduct an investigation directly with the Courier Provider, and will resolve in accordance with the terms and conditions of the parcel service.

If the resolution is favorable to the User, the Supplier will resend the same claimed Products at no additional cost to the User or, in the event that said Product is no longer in stock, the User may demand a refund of the value of the Service or the replacement of the Product with any other of the same or lower price, in which case the difference will be refunded to the User.

Throughout this process, the Provider may require more information from the User, in which case the response times could be extended until the Provider has all the necessary information.

For refunds, if non-conformity arises, the Supplier will make the refund in accordance with the following guidelines:

  • A coupon may be granted with online credit equivalent to the value of the damaged or undelivered Product, to be used within the WEBSITE, or;
  • The refund of the amount paid, specifically for the Product object of the claim, will be granted within the deadlines mentioned below: (a) If the payment was made by credit or debit card (Visa, Mastercard, Paypal, American Express), the deadline For the refund it will depend on the Payment Method Providers, in accordance with their times and policies. (b) If the payment was made in cash in Oxxo stores, or payment by card present, the Provider will make the refund within a period of no more than 60 (sixty) business days, in accordance with the policies of the corresponding Payment Method Provider, The User must provide the Provider with a valid and current bank account number to make said refund.


In the event that the customer is absent and the package cannot be delivered to the home after two visits by the Parcel Provider, it will be returned to the warehouse. The cost of the return will be charged directly to the User and will be deducted when the money is refunded.

The customer may request reshipment of the Product, the amount paid will be refunded in coupon form so that the customer can place their order again. The cost of reshipping will be deducted from this amount.


Each User is solely and absolutely responsible for all activities that occur through their Account. The Provider has no control over the use of a User's Account and the latter expressly waives any claim arising from unauthorized use or misuse thereof.

The Provider does not grant a guarantee, nor assumes any responsibility for any direct or indirect damage and/or harm related to the accuracy and integrity of the content of the WEBSITE or any site linked to the Provider's, by virtue of the foregoing, the Provider is not responsible. for (a) errors or inaccuracies in the content of the WEBSITE, (b) personal injury or property damage of any kind resulting from access or use of the WEBSITE, (c) unauthorized access to the Provider's servers and the information of any type stored therein, (d) temporary or permanent interruption or disabling of the WEBSITE, (e) errors in the software used, viruses, malware or similar, that have been introduced into the WEBSITE by any third party; and (f) errors or omissions in the content or for any loss or damage of any kind resulting from the use of any content posted, emailed, transmitted or otherwise made available to the User through the WEBSITE.

Likewise, the User accepts that the Provider is not responsible for any direct or indirect damage and/or harm arising from or in relation to (i) the performance or navigation on the WEBSITE; or (ii) your links to other websites, even if the User has been informed of the possibility of such damages. The User accepts that the Provider is not responsible for damages and/or losses arising from the interruption, suspension or termination of the Services when applicable in accordance with these T&C or the applicable current legislation.

The User acknowledges and accepts that, given the characteristics of the flow of information on the Internet, it is materially impossible for the Provider to control and guarantee the absence of viruses or other similar elements that may cause alterations in their computer system or in the electronic documents stored on their computer. computer system.