Refund policy
Last updated: 27 April 2026
This Return and Refund Policy applies to purchases and orders placed through Axtlan Shop, the official customer-facing storefront for Axtlan products.
Axtlan Shop is operated by Olmteka S.A.S. de C.V. in Mexico.
Provider / Legal Operator
Olmteka S.A.S. de C.V.
RFC: OLM2108021T9
Blvd. Bernardo Quintana Arrioja 7001
Santiago de Querétaro, QRO, 76090
Mexico
Customer Support
For returns, refunds, damaged products, order issues, delivery problems, digital download problems, 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 claim, refund, dispute, or cancellation workflow. In that case, the platform workflow controls the process steps and timelines, while this policy states Axtlan Shop’s position to the maximum extent allowed by law.
1. Scope
This policy applies by product or transaction type. Rules do not cross-apply between categories unless expressly stated.
- Physical products: print-on-demand products, merchandise, physical prints, and other shippable goods.
- Digital products: digital downloads, digital artwork, downloadable files, and similar non-physical products.
- Music: music distributed through DistroKid or third-party digital service providers.
- Third-party platform purchases: purchases made through external marketplaces or platforms where platform rules may control the workflow.
2. Definitions
Delivery for physical products means the carrier records the shipment as delivered, or the package is otherwise confirmed delivered to the address provided at checkout.
Delivery for digital products means 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.
Physical defect means a misprint, manufacturing defect, production defect, shipment damage, wrong item, or material nonconformity compared with the product description at the time of order. Normal print-on-demand variation, ordinary wear, customer ordering mistakes, and size or style preference are not physical defects.
Digital defect means a corrupted file, materially incomplete file compared with the listing, wrong file delivered, or a reproducible technical issue that prevents reasonable access or use as described. Toolchain incompatibility, printer settings, software configuration, or expected output variation are not digital defects unless expressly stated otherwise in the product listing.
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.
- Clear description of the issue.
- The remedy requested, such as return, refund, replacement, correction, or digital access support.
Evidence may be required depending on the issue:
- Physical product claims: photos of the product, packaging, shipping label, and the visible damage or defect.
- Lost-in-transit claims: tracking number and screenshots of shipment status.
- 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 Windows
- Physical defects, damage, incorrect item, or misprints: notify us within 30 days of delivery.
- Lost-in-transit: notify us within 30 days after the estimated delivery date, or within 30 days after the last carrier tracking update, whichever is later.
- Digital defects: notify us within 30 days of digital delivery.
- Duplicate charges or failed checkout issues: notify us as soon as reasonably possible and provide payment evidence.
5. Return Rules for Eligible Physical Products
Eligible physical products may be returned within 30 days, subject to this policy, the product type, the condition of the item, platform rules, and any final-sale exclusions displayed before or during checkout.
Unless otherwise required by law or platform rules:
- The customer is responsible for return shipping costs for eligible non-defect returns.
- No restocking fee is charged by Axtlan Shop.
- Returned products must be unused, unworn, undamaged by the customer, and returned with reasonable packaging.
- Refunds may be refused or reduced if the item is returned used, damaged, incomplete, or materially different from its delivered condition.
Some products may be excluded from buyer-preference returns where lawful, including digital products, final-sale items, made-to-order products, limited products, personalized products, downloadable products, and products identified as non-returnable before purchase.
6. Physical Products: Defects, Damage, Misprints, or Incorrect Items
If a physical product arrives damaged, defective, misprinted, or incorrect, contact shop@axtlan.mx within 30 days of delivery.
Axtlan Shop may provide a commercially reasonable remedy, typically one of the following:
- replacement or reprint;
- correction where feasible;
- partial refund;
- full refund if replacement is not feasible, not timely, or legally required.
Evidence is required for physical defect, damage, misprint, or incorrect-item claims.
7. Lost-in-Transit and Delivery Issues
If tracking indicates that a shipment is lost in transit, Axtlan Shop will coordinate with the fulfillment partner, carrier, or platform process and offer an appropriate remedy where the claim is verified.
If the carrier records the shipment as delivered to the address provided at checkout, the shipment is treated as delivered unless evidence supports a carrier error or another legally relevant issue.
For “delivered but not received” claims, customers should check the delivery address, household members, neighbors, building management, and carrier delivery details before contacting support.
8. Address Errors, Refused Packages, and Unclaimed Shipments
Customers are responsible for providing a complete and accurate shipping address at checkout.
If an order is returned because of an incorrect address, incomplete address, refusal, unclaimed delivery, or repeated failed delivery attempts not caused by Axtlan Shop, reshipment may require additional shipping payment.
Refunds for returned-to-sender, refused, or unclaimed made-to-order items may be unavailable where lawful, unless mandatory law or platform rules provide otherwise.
9. 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 occurred, digital products are generally non-returnable and non-refundable unless a defect exists, 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-line remedy is file replacement, corrected re-delivery, access support, or patching where feasible. If the issue cannot be remedied within a reasonable time, a price reduction or refund may be provided where appropriate or legally required.
10. 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 investigation of metadata or release availability, but cannot override platform-controlled billing or access decisions.
11. 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, charge amount, charge date, payment method type, and any order confirmation received.
If an erroneous duplicate capture or failed-checkout charge is confirmed, Axtlan Shop will cancel duplicates, void captures, or issue a refund as appropriate, subject to payment processor, platform, anti-fraud, and legal requirements.
12. 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 platform workflow requires a different timeline.
- Banks, card issuers, payment processors, and platforms may take additional time to post funds.
- Shipping charges, customs duties, brokerage fees, import taxes, and similar charges may be non-refundable unless required by law or platform rules.
- Partial refunds may apply for partial order issues or mixed orders.
13. Disputes, Chargebacks, and Abuse Controls
If a payment dispute, chargeback, or platform claim is opened, the platform or payment provider process may control timelines 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 from scams and abuse, Axtlan Shop may request proportionate evidence for high-risk claims, repeated non-delivery claims, manipulated evidence, empty-box claims, false defect reports, or repeated patterns consistent with abuse.
These controls do not waive mandatory consumer rights and are applied without discriminatory criteria.
14. Consumer Rights
This policy does not limit rights that cannot be waived under applicable consumer protection law. If mandatory law provides stronger 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 legal right to withdraw from certain distance contracts within 14 days without giving a reason. Exceptions may apply, including made-to-order or personalized goods, digital content after delivery begins with required consent, and services after performance begins or is completed under applicable law.
To exercise a withdrawal right where available, send a clear statement to shop@axtlan.mx.
15. Model Withdrawal Form
To: shop@axtlan.mx
I hereby give notice that I withdraw from my contract of sale for the following goods or services:
Order number:
Ordered on / received on:
Name of consumer:
Address of consumer:
Email used for the order:
Date:
Signature, only if submitted on paper:
16. Contact
For return, refund, replacement, delivery, digital download, payment, or product-support questions: