Refund policy
Last updated: 24 October 2026
Digital products only: Axtlan Shop currently sells digital products only (digital artwork and music downloads, delivered by download link after purchase). No physical products are sold or shipped.
This Return and Refund Policy applies to purchases and orders made through Axtlan Shop, the official customer service store for Axtlan products.
Axtlan Shop is operated by Olmteka S.A.S. de C.V. in Mexico.
The complete and current policies and legal notices of Olmteka S.A.S. de C.V. are published at https://legal.olmteka.com/ and supersede this policy to the extent applicable.
Provider / Legal Operator
Olmteka S.A.S. de C.V.
RFC: OLM2108021T9
Blvd. Bernardo Quintana Arrioja 7001
Santiago de Querétaro, QRO, 76090
México
Customer Service
For refunds, order issues, digital download issues, payment issues, or product support, contact:
If a purchase was made through a third-party platform, marketplace, social commerce channel, or external checkout, that platform may require a specific process for claims, refunds, disputes, or cancellations. In that case, the platform’s process controls the steps and deadlines, while this policy sets out Axtlan Shop’s position to the fullest extent permitted by law.
1. Scope
This policy applies by product or transaction type. The rules do not apply across categories unless expressly stated.
- Digital products: digital downloads, digital artwork, downloadable files, and similar non-physical products.
- Music: music distributed through DistroKid or external digital service providers.
- Third-party platform purchases: purchases made through marketplaces or external platforms where the platform’s rules may control the process.
2. Definitions
Digital product delivery means that download access is granted, a download link is made available, or the file is otherwise made available for retrieval, even if the customer does not download it immediately.
Digital defect means a corrupted file, a file that is materially incomplete compared to the listing, delivery of the wrong file, or a reproducible technical problem that prevents access or reasonable use as described. Tool incompatibility, printer settings, software settings, or expected output variation do not constitute digital defects unless the product listing expressly states otherwise.
3. How to Request a Return, Refund, Replacement, or Remedy
Send your request to:
Include the following information:
- Order number, platform order ID, or purchase reference.
- Purchase channel and purchase date.
- Product name and product type.
- A clear description of the problem.
- The requested remedy, such as a return, refund, replacement, correction, or digital access support.
Evidence may be required depending on the issue:
- Digital product claims: file name, version, proof of purchase, screenshots, error messages, or technical logs where relevant.
- Duplicate charge or checkout issue: payment receipt, transaction screenshot, charge date, and amount.
4. Claim Deadlines
- Digital defects: notify us within 30 days after digital delivery.
- Duplicate charges or failed checkout issues: notify us as soon as reasonably possible and provide payment evidence.
5. Digital Products
Digital products are delivered when download access is granted, a link is made available, or the file is otherwise made available for retrieval.
Once digital delivery has taken place, digital products are generally non-returnable and non-refundable, unless there is a defect, the wrong file was delivered, access cannot reasonably be provided, or mandatory law requires a remedy.
If a digital product is defective, Axtlan Shop’s first remedy is file replacement, corrected redelivery, access support, or a patch where feasible. If the problem cannot be corrected within a reasonable time, a price reduction or refund may be provided where appropriate or legally required.
6. Music Purchases and Streaming Platforms
Music availability, billing, taxes, refunds, chargebacks, access, and account controls are governed by the digital service provider, store, or platform that processed the transaction.
If you purchased or accessed music through a third-party music platform, you must request refunds or account remedies through that platform. Axtlan Shop may support the investigation of metadata or release availability, but cannot override billing or access decisions controlled by the platform.
7. Duplicate Charges, Failed Checkouts, and Order Errors
If you believe you were charged without receiving an order confirmation, or if you see duplicate charges or duplicate orders, contact:
Include screenshots, receipts, the charge amount, the charge date, the payment method type, and any order confirmation received.
If an erroneous duplicate capture or a charge for a failed checkout is confirmed, Axtlan Shop will cancel duplicates, void captures, or issue a refund as appropriate, subject to payment processor and platform requirements, anti-fraud controls, and applicable law.
8. Refund Mechanics
- Approved refunds are issued to the original payment method unless a platform requires a different method.
- After approval, Axtlan Shop aims to issue refunds within 10 business days unless mandatory law or the platform’s process requires a different period.
- Banks, card issuers, payment processors, and platforms may need additional time to reflect the funds.
- Partial refunds may apply for partial order issues or mixed orders.
9. Disputes, Chargebacks, and Abuse Controls
If a payment dispute, chargeback, or platform claim is opened, the platform or payment provider process may control deadlines and communications.
Axtlan Shop may pause refunds, replacements, access assistance, or additional remedies while a dispute is active to avoid duplicate recovery and fraud, subject to mandatory law.
To protect customers and the business against scams and abuse, Axtlan Shop may request proportionate evidence for high-risk claims, repeated non-delivery claims, manipulated evidence, false defect reports, or repeated patterns consistent with abuse.
These controls do not waive mandatory consumer rights and are applied without discriminatory criteria.
10. Consumer Rights
This policy does not limit rights that cannot be waived under applicable consumer protection law. If mandatory law provides broader rights than this policy, mandatory law controls for that specific issue.
EU / EEA / UK Consumers
If you are a consumer in the EU, EEA, or UK, you may have a statutory right to withdraw from certain distance contracts within 14 days without giving a reason. Exceptions may apply, including digital content after delivery has begun with the required consent, and services after performance has begun or been completed under applicable law.
To exercise a right of withdrawal where available, send a clear statement to shop@axtlan.mx.
11. Model Withdrawal Form
To: shop@axtlan.mx
I hereby give notice that I withdraw from my contract of sale of the following goods or services:
Order number:
Ordered on / received on:
Consumer’s name:
Consumer’s address:
Email address used for the order:
Date:
Signature, only if submitted on paper:
12. Contact
For questions about returns, refunds, replacements, delivery, digital downloads, payments, or product support:
13. Language
The Mexicano version of this policy is the original and governing version. If translations exist, the Mexicano version prevails to the extent permitted by law.