TETRA ILUMINACIÓN

Refund and Returns Policy

‌Effective Date: October 19, 2026‌

Welcome to the official Refund and Returns Policy of TETRA ILUMINACIÓN S.A. DE C.V., the operator of the e-commerce website www.tetrailuminacion.com. As a small, scent-obsessed local team based in Mexico focused on thoughtfully designed tabletop fragrance lamps, clean-burning diffusers, scene candle lights, and no-fire aroma lamps for everyday living spaces, we put immense care into hand-testing every product we sell to ensure steady, even scent distribution, durable build quality, and quiet, understated design that fits naturally on your desk, shelf, or bedroom side table. This policy clearly outlines all standardized rules for returns, refunds, and order adjustments on our platform, with the explicit, core principle that ‌we strictly do not approve any “refund without return” (only-refund) requests under all standard circumstances‌, to protect the legitimate rights of both our team and all our valued customers.

1. Eligibility for Returns

All our physical products including diffuser lamps, no-fire aroma lamps, scene candle lights, tiny desktop lights, and accompanying accessory items are categorized as fully returnable goods under our policy. To be eligible for a return, items must meet all the following criteria:

  • The product must be returned within 14 calendar days from the date you receive your full order, per local Mexican e-commerce regulatory requirements.
  • The product must be in its original, unaltered condition, with all original packaging, user manuals, power adapters, spare fragrance pads, and included accessories intact, unused, and undamaged.
  • You must provide a valid order number, proof of purchase, and clear photographic evidence to support the reason for your return request, if the return is related to product quality issues.

We do not accept returns for items that show signs of obvious human damage, improper operation beyond the included user guide, unauthorized disassembly, or daily wear and tear from extended use. Custom personalized engraved products made to your specific exclusive requirements are also non-returnable, unless the product arrives with verified manufacturing defects.

2. Strict No “Only-Refund” Core Rule

We explicitly confirm that we do not support, approve, or process any “refund without return” (only-refund) requests of any kind for any products sold on our website, regardless of product value, for the following clear reasons:
Every one of our no-fire aroma lamps and tiny desktop lights goes through multiple rounds of hands-on quality testing before shipment to guarantee they can wrap your workspace in soft glow and gentle, long-lasting natural scent as described on our product pages. Any valid return-eligible item that is returned to us in original condition can be sanitized, repackaged, and resold without additional waste, making it unnecessary to skip the return process and process a standalone refund. This rule also protects our customers from potential fraudulent abuse of the after-sales system that would ultimately raise overall product pricing for all members of our community.

Even for low-value products priced below 75 Mexican Pesos, we will not approve any only-refund request: if you are unsatisfied with the item, you are still required to send the product back to our designated return address to complete the return process before we process your corresponding refund. There are no automatic system-triggered only-refund settings enabled on our e-commerce platform, and we will never accept any unilateral platform-mandated only-refund requirements that force us to bear uncompensated losses without product return, in full compliance with applicable Mexican consumer protection regulations and 2026 national e-commerce compliance rules that prohibit unreasonable mandatory only-refund terms imposed on merchants.

3. Standard Return and Refund Process

All eligible return requests follow this fixed, transparent process:

  1. ‌Submit a formal return request‌: Before sending back any items, contact our customer service team at [email protected] with your full order number, clear description of the reason for return, and supporting photos or videos if you are reporting a product defect. Our team will review your request and send you an official return authorization, along with our designated return address: Cruz del Valle No. 12, Col. Santa Cruz del Monte, Naucalpan de Juárez, Estado de México, C.P. 53110, México.
  2. ‌Ship back the item within the required window‌: Once you receive our return authorization, you must send the product back to our address within 14 calendar days. You are responsible for covering the return shipping cost unless the return is caused by verified manufacturing defects on our side, or we shipped you the completely wrong item. Please keep your shipping tracking receipt for reference in case of delivery delays.
  3. ‌Inspection and refund processing‌: Our team will inspect all returned items within 3 working days after we receive the package. If the item passes our eligibility inspection, we will process your full or corresponding partial refund to your original payment method. The total processing time for the refund to show up in your account typically ranges from 7 to 15 working days, depending on the processing speed of your payment provider and issuing bank. If the returned item fails our inspection and does not meet return eligibility requirements, we will notify you promptly, explain the rejection reason with clear photographic evidence, and ship the item back to your original shipping address at no extra cost to you.

If you encounter any issues during the entire return and refund process, you can reach our support team directly at phone number +52 55 1310 6943 during our local working hours, and we will resolve your query as soon as possible.

4. Exceptions and Special Notes

The only scenario where we will process a partial refund without requiring product return is limited to situations where we confirm the product arrives completely damaged due to irreparable shipping accidents, and the courier confirms that the damaged item cannot be feasibly sent back due to safety or local logistics restrictions. Even in this extremely rare case, we will require full official proof of damage and courier confirmation from you before we consider any relevant adjustment, and this exception will never apply to regular cases of buyer remorse, subjective dissatisfaction, or false non-receipt claims.

We reserve the right to update this returns and refund policy at any time, and all changes will be posted publicly on our website www.tetrailuminacion.com with a clear updated effective date. Your continued use of our website and services after the policy update takes effect constitutes your full agreement to the revised terms.