Last updated: February 25, 2026

This policy describes the procedures of Arzuaga Leather Goods for managing exchanges, returns, and refunds of items sold through our store. It operates in accordance with the regulations of the European Union (EU) and Mexico.

1. General return period

We offer 30 calendar days from the date of delivery to request a return. During this period, we accept returns for any reason, provided the item meets the conditions detailed in the section "Conditions for accepting returns".

2. Legal withdrawal rights

2.1. European Union and Spain – 14-day withdrawal right

• In distance sales (online, phone, catalog…) made with consumers in the EU and Spain, the customer has the right to withdraw from the contract within 14 calendar days from the receipt of the product. During this period, no reason is required.

• The seller must provide a cancellation form so that the consumer can exercise this right.

• The consumer has an additional 14 days from the moment they communicate their withdrawal to return the goods.

• The consumer will bear the direct cost of return unless the seller has offered to cover it or has not previously informed about it.

• The refund will be issued within 14 days from the notification of withdrawal. The seller may withhold the refund until the goods have been received or proof of shipment has been provided.

• The refund will include the price paid and the standard shipping costs paid at the time of purchase.

2.2. Mexico – 5-day revocation right

• In accordance with Article 56 of the Federal Consumer Protection Law (LFPC), the consumer who purchases goods remotely may revoke their consent within 5 business days following receipt of the product, without penalty. To exercise this right:

• The item must be unused and in the same condition in which it was delivered, including accessories and packaging.

• Some goods are excluded (for example, custom-made items or those that, by their nature, cannot be returned).

• If the provider fails to meet the delivery deadline or cancels the order unilaterally, they must refund the amounts paid and provide a minimum compensation of 20 %.

3. Conditions for accepting returns

To be eligible for a return, the item must:

• Be in the same condition as received: unused, unwashed, and with all original tags intact.

• Include the original box or packaging and any accessories, manuals, or promotional items delivered.

• Include proof of purchase (invoice, electronic receipt, or order number).

We do not accept returns of:

• Personalized or custom-made products, unless they present manufacturing defects.

• Gift cards or discount vouchers.

4. Damages, defects, and incorrect items

Upon receiving your order, please check the condition of the package and the product. If you detect damage, manufacturing defects, or an incorrect item, notify us within 24 hours by writing to hola@arzuaga.shop. In accordance with European and Mexican regulations, when the product is defective, we assume the return cost and offer replacement, repair, or full refund.

5. How to request a return

• Contact us: send an email to hola@arzuaga.shop indicating your order number, the reason for the return, and photos of the product if applicable.

• Wait for our confirmation: we will respond within a maximum of 48 hours with instructions and, where applicable, with a return label or the address to which you must send the package.

• Prepare the package: place the item with its original packaging and any accessories, along with proof of purchase, in a sturdy box.

• Send the package: follow the instructions on the label or use the agreed method.

Returns without prior request or that do not meet the described conditions will not be accepted.

6. Return costs

• Change of mind : if you return the item without defects and within the general 30-day period (or the legal period in your country), you must cover the return shipping costs.

• Defective item or incorrect shipment: return costs are covered by us. We will also refund the original shipping costs and may offer repair, replacement, or refund.

7. Refund timeframe and method

Once the returned item is received, we will inspect it and notify you of the approval or rejection of the return. If approved:

• Refunds for the EU: the refund will be issued within a maximum of 14 days from the moment we communicate approval, using the same payment method you used.

• Refunds in Mexico and other countries: the refund will be processed within no more than 15 business days, in accordance with LFPC obligations.

Please note that bank processing times may delay the receipt of the refund in your account.

If more than 15 business days (or the applicable legal period) have passed since we approved your return and you have not received the refund, please contact us at hola@arzuaga.shop.

8. Exchanges

If you wish to exchange a product for another, we recommend processing a return following the procedure above and placing a new order for the desired item. This speeds up shipping and ensures product availability.

9. Cancellation due to delivery failure

If we fail to meet the agreed delivery timeframe, you may request delivery within an additional reasonable period. If delivery is not completed within that period, you have the right to terminate the contract and request a full refund. In Mexico, if the provider fails to meet the delivery time, you may demand immediate delivery or a refund.

10. Contact

For any questions regarding returns or refunds, you can contact us at hola@arzuaga.shop. We are available to assist you.

This policy is provided in Spanish, as required by Mexican and European regulations, and applies without prejudice to the consumer’s legal rights in their country of residence.