Effective Date: March 8, 2026
Last Updated: March 15, 2026
1. INTRODUCTION
This Refund and Returns Policy (“Policy”) outlines the conditions, procedures, and guidelines for returning products purchased from Maq‑Inox Industrial, S.A. de C.V. (“Maq‑Inox,” “we,” “us,” or “our”) via our official e-commerce website, www.maqinoxshop.com. By making a purchase, you agree to be bound by the terms of this Policy. Our goal is to ensure your complete satisfaction with our sleek, space-saving tools designed to elevate your kitchen’s charm and blend style with utility. Please read this Policy carefully before placing an order.
2. OUR CORE POLICY: EXCHANGES & STORE CREDIT
At Maq‑Inox, we take pride in the design and quality of our products. We are confident that you will love your purchase. However, if you are not entirely satisfied, our primary resolution is to facilitate a hassle-free exchange for a replacement item or provide store credit for future purchases on our site.
IMPORTANT: STANDARD “REFUND ONLY” (MONETARY REFUND TO ORIGINAL PAYMENT METHOD) IS NOT AVAILABLE FOR CHANGE OF MIND, SIZE, OR COLOR. We implement this policy to efficiently manage our inventory of specialized kitchen tools and to better serve all our customers by ensuring product availability for exchanges.
3. ELIGIBILITY FOR RETURN
To be eligible for a return (for exchange or store credit), the item must meet all of the following conditions:
- Timeframe: You must initiate a return request within 30 calendar days from the date you received the shipment.
- Condition: The item must be unused, in its original condition, and in the original, unaltered packaging. All tags, labels, protective films, and accessories must be intact and included.
- Proof of Purchase: You must provide your original order number or proof of purchase.
- Non-Returnable Items: The following items are FINAL SALE and cannot be returned unless they arrive defective or damaged:
- Products marked as “Final Sale,” “Clearance,” or “As-Is.”
- Any product that has been used, assembled, installed, or washed.
- Items where the original hygiene seal or packaging has been opened or tampered with.
- Gift cards.
4. THE RETURN PROCESS
Step 1: Initiate a Return Request
Do NOT ship the item back without prior authorization. Contact our Customer Service team within the 30-day window to request a Return Merchandise Authorization (RMA) number.
- Email: cultural@maqinoxshop.com
- Phone: +525554462306
Please provide your order number, the product(s) you wish to return, and the reason for the return.
Step 2: Package and Ship the Item
Upon receiving your RMA number and return instructions:
- Securely pack the item in its original packaging, including all parts, manuals, and free gifts.
- Include a copy of your invoice or packing slip inside the package.
- Clearly write the provided RMA number on the outside of the shipping box.
- Ship the package to our designated returns center address, which will be provided by our team. We recommend using a trackable and insured shipping service. You are responsible for the item until it is received at our warehouse.
Step 3: Inspection and Resolution
Our quality team will inspect the returned item within 5-7 business days of receipt.
- If Approved: We will notify you via email and proceed with your chosen resolution:
- Exchange: We will ship the replacement item. For exchanges of different value, price differences will be settled via store credit or additional payment.
- Store Credit: A digital store credit code for the value of the returned item (minus original shipping costs) will be emailed to you.
- If Denied: If the item does not meet our eligibility criteria, we will contact you. The item may be shipped back to you at your expense, or you may choose to forfeit it.
5. EXCEPTIONS WHERE A MONETARY REFUND MAY BE CONSIDERED
A monetary refund to the original payment method is only evaluated in the following specific scenarios:
- Damaged or Defective Items: If you receive an item that is faulty, materially different from its description, or damaged in transit, contact us within 48 hours of delivery. Provide photographic evidence. Upon verification, we will arrange a prepaid return label and offer you a choice between a full monetary refund (including shipping costs), a replacement, or store credit.
- Our Error: If we shipped you the incorrect item, we will cover all return shipping costs and offer a full monetary refund, a replacement with the correct item sent expedited, or store credit.
6. STORE CREDIT TERMS
- Store credit is issued as a unique, one-time-use code via email.
- It has no expiration date and can be used for any future purchase on www.maqinoxshop.com.
- Store credit is non-transferable, non-redeemable for cash, and cannot be used to purchase gift cards.
7. SHIPPING COSTS & FEES
- Return Shipping: For returns not due to our error or a defective product, the customer is responsible for all return shipping costs, including any applicable customs duties or taxes for international returns. These costs are non-refundable.
- Restocking Fee: We do not charge a restocking fee for eligible returns.
- Original Shipping: Original shipping and handling fees are non-refundable for standard returns.
- Exchange Shipping: For exchanges due to our error or a defective product, we cover the shipping costs. For customer-initiated exchanges, standard shipping rates apply to the new shipment.
8. PROCESSING TIMELINES
- Please allow 10-15 business days from the day we receive your return for the entire process (inspection, approval, processing) to be completed.
- Store credit codes or exchange shipment notifications are typically issued within 2-3 business days after return approval.
- For approved monetary refunds (exception cases), please allow 5-10 business days for the refund to be processed and appear in your original payment account, depending on your financial institution.
9. CONTACT INFORMATION
For any questions or to initiate a return, please contact us:
Maq‑Inox Industrial, S.A. de C.V.
Website: www.maqinoxshop.com
Email: cultural@maqinoxshop.com
Phone: +525554462306
Business Address: Av. 8 de Julio No. 1620, Colonia Morelos, Guadalajara, Jalisco 44910, México