Cancellation, Returns, and Shipping Policy

Online Store – Vinícola Tres Raíces

Contact: talento@tresraices.com.mx | +52 418 334 0951

1. Order cancellations

Cancellations may only be requested before the order has been handed over to the shipping carrier.

Once the order has been picked up or dispatched by the third-party shipping carrier, cancellations and refunds will no longer be possible.

If the customer requests a cancellation after the order has shipped and it is possible to stop or return the shipment, a penalty will apply equal to the round-trip shipping cost plus 30% of the total order value.

2. Refunds

Refunds will only be issued when:

· The cancellation was requested before the order shipped.

· There is an error in fulfilling the order attributable to Vinícola Tres Raíces.

· It is determined that the product arrived damaged in transit and the claim is approved.

When a refund applies, it will be issued to the original payment method within approximately 8 to 16 business days, depending on the customer's bank.

3. Order inspection

Upon receiving the order, the customer will have 2 calendar days to check that the products received match the purchase and show no visible damage.

After this period, claims for missing, incorrect, or damaged products can no longer be filed.

4. Damaged or incorrect products

If the customer receives a damaged, missing, or incorrect product, they must contact us within the first 2 calendar days at talento@tresraices.com.mx or by phone at +52 418 334 0951, attaching photos of the product and its packaging.

Once the issue has been validated, Vinícola Tres Raíces will begin the replacement process or, where applicable, refund the product.

If an incorrect product was received, the customer must drop off that product at the shipping carrier location indicated by our team. The cost of this shipment and of the new product will be covered by Vinícola Tres Raíces.

5. Returns

We do not accept returns of correctly delivered products, or of bottles that have been opened, tampered with, or partially or fully consumed.

Returns will only be accepted when there is an error attributable to Vinícola Tres Raíces or when the product was damaged in transit and the claim has been validated by our team.

6. Shipping coverage

If the shipping carrier does not serve the address provided by the customer, our team will contact the customer to offer one of the following alternatives:

· Provide a new address within the coverage area.

· Ship the order to the carrier's pickup location (Ocurre) closest to the customer's address.

If neither option is accepted, the order will be fully refunded.

7. Shipping address

It is the customer's responsibility to provide a complete and correct address.

If the order cannot be delivered due to incorrect or incomplete information provided by the customer, any additional cost for reshipping will be covered by the customer.

8. Order delivery

Deliveries are made to the entrance of the address (curbside), in accordance with the shipping carrier's operating policies.

Any additional service requested at delivery, such as carrying the order up to an apartment, bringing the product inside the home, unloading it at a different location, or any other special service that incurs an additional cost, will be covered by the customer.

9. Domestic shipping

Once the order has been handed over to the shipping carrier, delivery times and any incidents in transit will depend on the logistics provider.

Vinícola Tres Raíces will provide support and follow-up when needed; however, it will not be responsible for delays or incidents attributable to the shipping carrier.

10. International shipping

We ship internationally.

Shipping costs will be covered by the customer and quoted individually based on the destination country and delivery address.

All international shipments must be sent with freight prepaid from origin.

Once the order has been handed over to the shipping carrier, Vinícola Tres Raíces will not be responsible for damage, loss, delays, customs holds, or any other incident arising from international transport.

11. Contact

For any request related to cancellations, returns, replacements, or order tracking, you can reach us at:

Email: talento@tresraices.com.mx

Phone: +52 418 334 0951

12. Acceptance of terms

By making a purchase in the Vinícola Tres Raíces online store, the customer confirms having read and accepted this Cancellation, Returns, and Shipping Policy.