RUXE'KAQAW At RUXE'KAQAW, we are committed to offering products of the highest quality. Our goal is to ensure your total satisfaction, securing a clear, fair, and transparent refund process.
1. Scope of the policy
This policy applies to all products purchased through our official website or authorized retailers:
- Specialty coffee
- Ceremonial cacao
- Pure honey
- Gourmet products from the Guatemalan highlands
All refunds are processed according to the terms stated herein and in accordance with the premium and perishable nature of our products.
2. Conditions for refunds
You may request a refund only if the following conditions are met:
- Product received damaged, defective, or incorrect.
- Clear evidence of the problem through photographs or documentation sent to our support team.
- Request made within 7 calendar days after delivery.
- Note: Consumed, opened, or altered products are not eligible for a refund due to their gourmet and perishable nature.
3. Request procedure
Contact our support team: soporte@weareruxe.com and provide:
- Order number
- Full name and associated email
- Photographs or evidence of the problem
Our team will evaluate your request and notify you within 48 business hours.
4. Approval and processing
Once approved, the refund will be made through the same payment method used in the purchase, unless otherwise agreed. The time to reflect the refund may vary depending on the payment gateway, usually between 3 to 10 business days. In cases of products sent by error or damage, RUXE'KAQAW will cover the return shipping costs.
5. Special cases
International orders: refunds will be processed considering shipping and customs fees, as appropriate. Personalized products or limited editions will be evaluated on a case-by-case basis.
6. Responsibility of RUXE'KAQAW
Our commitment is to guarantee fast and friendly attention in every request, fair and professional evaluation of each case, and maintain the quality and exclusivity of our products throughout the refund process.
7. Contact
soporte@weareruxe.com