1. Paid

The total amount payable by the customer will be as indicated in the order confirmation, which is displayed upon completion of the purchase on our website and is subsequently sent via email from www.musgoderoble.mx

During the checkout process, customers can choose from the payment methods available in the online store. These options may be updated or expanded without prior notice and will always be clearly displayed before order confirmation.

Currently available payment methods:

• Credit or debit cards (Visa, Mastercard, American Express).
• Bank transfer or electronic payment through the authorized platforms on the site.
• Payments via digital wallets or third-party systems (e.g., PayPal), when enabled.

Any additional charges related to the use of cards or bank accounts (for example, interest, administration fees or additional taxes) will be the responsibility of the customer and will be governed by the conditions established between the user and their bank or card issuer.

Before selecting a payment method, we recommend that the customer review the applicable terms of use from their banking institution.

Payment confirmation and order validation

The order will be considered confirmed once:

• The customer has accepted the Terms and Conditions of moscaderoble.mx.
• The system has verified and confirmed the validity of the payment
• Se haya enviado la confirmación de pedido por correo electrónico al cliente.

Musgo de Roble S. de R.L. de C.V. reserves the right to refuse orders or deliveries in the following cases:

• Existence of a prior dispute or breach with the client.
• Falta de pago total o parcial de un pedido anterior.
• Lack of bank authorization or detection of suspicious transactions.
• Obvious errors in order details, address, or payment information.

In case of order rejection, the customer will be notified by email and, if payment has already been made, a full refund will be processed using the same payment method.

2. Order Processing

All orders placed through moscaderoble.mx are subject to inventory availability and payment validation.
Once the order is confirmed, the preparation and shipping process will begin from our distribution center in Santiago de Querétaro, Qro.

Preparation times

• Orders are processed within 1 to 2 business days after payment confirmation.
• Orders placed on weekends or holidays will be processed the next business day.

During special campaigns, promotions or high demand seasons, processing times may be slightly extended.

3. Delivery and Receipt of Products
Shipping

The products will be shipped and delivered to the address indicated by the customer at the time of purchase.
It is the customer's responsibility to provide correct and complete information to ensure successful delivery.

Coverage: Shipping only within Mexican territory.

Free shipping: On orders equal to or greater than $1,000 MXN.

Shipping cost: For orders below this amount, the cost is calculated automatically upon confirmation of purchase.

Delivery Times

The estimated delivery time is 3 to 5 business days after shipment.
Under no circumstances may the maximum delivery period exceed 30 calendar days from the confirmation of the purchase.

If the last day of the deadline falls on a Saturday, Sunday or public holiday, the deadline will be extended to the next business day.

Delivery Conditions

Deliveries are made on business days (Monday to Friday, excluding holidays).

We do not ship to P.O. boxes or outside of Spain.

It is mandatory to provide a contact telephone number, preferably mobile.

A signature is required upon delivery.

Upon receiving the package, the customer must verify that the contents match their order and that the packaging is in good condition.
If the products show visible damage, are incomplete, or do not correspond to the original order, the customer should not accept the delivery and should immediately notify the Customer Service department.

4. Delays or Late Deliveries

In case of a delay exceeding the established deadlines, the customer may contact Customer Service to request information on the status of their order.

If the order cannot be delivered within the maximum period of 30 calendar days, and there is no force majeure cause, the customer will have the right to cancel their order and request a full refund (including shipping costs).

The refund will be made using the same payment method used, within a maximum period of 14 business days from the cancellation confirmation.

5. Quality Guarantee

All products sold by Musgo de Roble S. de R.L. de C.V. have a replacement guarantee in case of manufacturing defects or damage during transport.

To make use of this warranty, the customer must:

• Contact Customer Service within 5 business days of receipt.
• Provide photographic evidence of the product and proof of purchase.
• Wait for the instructions and collection guide provided by our team.

The product replacement will be sent at no additional cost once the defective item has been received and verified at our facilities.

6. Returns Policy

Musgo de Roble will only accept returns in the following cases:

• The product was delivered damaged, defective, or the wrong one.
• The product does not match the receipt or purchase confirmation.
• Returns will not be accepted for errors in product selection, personal preferences, or if the product has been opened or used.
• Return requests must be made within 10 calendar days after delivery of the order.
• The product must be returned in its original packaging, unused, and with the proof of purchase.
• We do not accept collect on delivery packages. The risk of the shipment until it is received is the responsibility of the customer.

After receiving the product, Musgo de Roble will verify its condition and, if applicable, will make the corresponding refund or exchange.
Refunds are issued via the same payment method used for the purchase.

7. Customer Service

ayuda@musgoderoble.mx

📞 (+52) 4426742645
Hours: Monday to Friday from 9:00 a.m. to 6:00 p.m. (Central Mexico Time)

8. Company Details

Musgo de Roble S. de R.L. de C.V.
RFC: MRO041008AR3
Address: Calle del Puente de Alvarado 406, Santiago de Querétaro, Qro., México