Orelia Mezcal Return and Refund Policy

1. General Policy
Due to the nature of our product, we do not accept returns of alcohol purchases once they have been shipped. However, we are committed to ensuring your satisfaction and will offer solutions in cases of damage, defects, or incorrect orders.

2. Order Issues & Eligibility for Refund or Replacement
If you experience any issues with your order, please contact us within 7 days of receiving your shipment at sales@oreliamezcal.com with your order number and relevant photos. We will review the following cases:
a. Damaged or Defective Products If your bottle arrives broken, leaking, or otherwise damaged, we will issue a replacement or refund at our discretion. You must provide clear photos of the damaged bottle(s) and packaging.
b. Incorrect Order If you receive the wrong product, we will arrange for the correct item to be sent at no additional cost. In some cases, we may request that the incorrect product be returned (we will provide a prepaid return label).
c. Lost or Stolen Packages If your package is marked as delivered but you did not receive it, we recommend checking with neighbors or your local carrier. We are not responsible for stolen packages but may assist in filing a claim with the carrier.

3. Non-Returnable & Non-Refundable Items
We cannot accept returns of opened bottles. We cannot process refunds due to personal taste preferences. We cannot accept returns of alcohol in compliance with state and federal alcohol laws.

4. Cancellations & Modifications
Orders can be canceled or modified within 24 hours of purchase if they have not yet been shipped. Once an order has been processed for shipment, we cannot cancel it.

5. Refund Processing
Approved refunds will be processed within 5-10 business days to the original payment method. Depending on your bank, it may take additional time for the refund to appear on your statement.

6. Jurisdiction & Compliance
All orders are subject to the liquor laws of the destination country (Mexico or the United States). In the United States, orders comply with federal and state alcohol shipping regulations, and some states may restrict refunds. In Mexico, refunds and returns comply with PROFECO (Consumer Protection Agency) guidelines.

For any concerns, contact us at sales@oreliamezcal.com or (310) 497-9150. We are happy to assist you!