0) Scope and applicable law

These General Terms of Sale (“GTS”) govern the purchase and sale of products through www.musgoderoble.mx (the “Site”). The contractual relationship between Musgo de Roble S. de R.L. de C.V. (“Musgo de Roble”, the “Seller”) and the Buyer/User is governed by the laws of the United Mexican States. In case of dispute, the parties will attempt to resolve it amicably before resorting to court.

1) Legal notice and owner details

• Site Owner / Seller:
• Musgo de Roble S. de R.L. de C.V.
• RFC: MRO041008AR3
• Address: Calle del Puente de Alvarado 406, Santiago de Querétaro, Qro., México
• General contact email: ayuda@musgoderoble.mx
• Customer service: ayuda@musgoderoble.mx
• Privacy: help@musgoderoble.mx

Musgo de Roble markets natural wellness products, aromatherapy, essential oils, diffusers and accessories, including its own brands and carefully selected third-party brands.

2) Acceptance of the TGV

By placing an order on the Site, the Buyer declares having read and accepted these Terms and Conditions of Use, the Privacy Policy, and the Cookie Policy. Acceptance is made by checking the corresponding box during checkout and confirms the conclusion of the electronic contract (Articles 1803 and 1834 Bis of the Federal Civil Code).

3) Capacity and personal use

The products are intended for the Buyer's personal use and not for resale.

Age: Adults only (or minors with parental/guardian authorization). Oakmoss may request identification at any time.

Boundaries: For business and logistical reasons, the quantity per order may be limited (e.g., up to 6 pieces per SKU and up to 10 orders within a 60-minute window). Products containing alcohol (e.g., certain fragrances) may be limited to 1,000 ml per order.

4) Products, data sheets and images

The products offered on the Site are those visible at the time of purchase.
The product information sheets describe features, usage instructions, and precautions. Images are for illustrative purposes only and may vary slightly (due to batch changes, packaging variations, or screen display differences). If you have any questions, please contact Customer Service before purchasing.

5) Availability and unavailability

We work with real-time inventory. If any product runs out of stock after confirmation:

• We will offer partial delivery (with refund of the missing amount), or
• Cancel the entire order.

If we do not receive a response within 48 business hours, we will ship the partial order and refund the unavailable items within 14 business days via the same payment method.

6) Prices, taxes and promotions

• Currency: Mexican Pesos (MXN), VAT included unless otherwise indicated.
• Variations: Prices and promotions may change; they do not affect orders already confirmed.
• Obvious errors: If there is an obvious error in price/description, we may cancel the order and issue a full refund.
• Not cumulative: Unless otherwise stated on the Site, promotions cannot be combined and may require a minimum amount or specific SKUs.
• Gifts and samples: Subject to availability; only provided if they appear in the cart at checkout. Colors/models may vary while maintaining equivalent characteristics.

7) Payment methods and validation

• Payment methods enabled on the Site are accepted (Visa, Mastercard, American Express credit/debit cards; bank transfer; authorized wallets and platforms, e.g., PayPal/Mercado Pago, when active).
• Payments are processed via certified providers; Oakmoss does not store sensitive card data.
• MSI (interest-free installments) may be offered with participating cards and a minimum amount; if applicable, it will be shown at checkout.
• Any bank charges or fees not included in the price are the responsibility of the Buyer according to their contract with the issuer.
• Fraud prevention: All orders may be subject to fraud prevention filters (automated and/or manual review). We may request additional documentation; failure to deliver within 15 calendar days allows for order cancellation and a full refund.

8) Formation of consent and confirmation

The purchase process includes: product selection → shipping details → payment method → ​​TGV acceptance → payment → confirmation.
The contract is finalized when the system validates the payment and we send the confirmation by email with the order summary (products, prices, taxes, shipping, totals and estimated times).

The electronic records of the Site constitute proof of the transactions carried out.

9) Shipping, delivery and risk

Coverage: Mexican Republic.

Preparation: 1–2 business days after payment confirmation.

Estimated delivery: 3–5 business days (depending on destination and courier). Maximum legal period: 30 calendar days from confirmation, except in cases of force majeure.

Guidance and tracking: It is sent by mail.

Correct data: The Buyer must provide a valid address and telephone number; errors may result in delays or rework with additional costs.

Reception: A signature may be required. If the package shows visible damage, do not accept it and report it immediately with photos and your order number.

Risk transmission: Once the package is made available by the courier, the risk is transferred to the Buyer.

Late delivery: If we are unable to fulfill within 30 days and there is no force majeure cause, the Buyer may cancel and obtain a full refund (including shipping) within 14 business days, by the same payment method.

10) Returns, exchanges and refunds

We only accept returns when:

• The product arrives damaged/defective.
• Incorrect/missing,
• It has expired.

Terms and conditions

• Notify within 10 calendar days of delivery (visible damage: report immediately and do not accept).
• Send photos of the product, packaging, and proof of purchase.
• The product must be unused, in its original packaging, and with all accessories.
• We do not accept returns for change of mind, for opened/already used products or for hygiene reasons when nature prevents it.

Procedure

• Write to ayuda@musgoderoble.mx with data and evidence.
• If applicable, we will send a collection guide (valid for 10 calendar days).
• Upon receiving and validating, we will process a replacement or refund (using the same payment method).
• Payment times depend on the Buyer's issuing bank.

Third-party purchases: We only process orders placed on www.musgoderoble.mx
.

11) Invoicing (CFDI)

The buyer may request an electronic invoice (CFDI) within the same month of purchase by providing their RFC (tax ID), company name, postal code, and CFDI usage. We do not issue invoices after the deadline, nor do we correct tax information once the legal period has expired.

12) Opinions, reviews and UGC

Buyers may leave truthful and respectful reviews. Oakmust may moderate or not publish content that violates the law or these Terms and Conditions (covert advertising, offensive language, third-party data, etc.).
The Buyer authorizes Musgo de Roble to use, reproduce and disseminate their reviews free of charge for informational or promotional purposes on the Site and official networks, mentioning their alias if applicable.

13) Personal data and cookies

Data processing is governed by our Privacy Policy (LFPDPPP).
The use of cookies by the Cookie Policy.
ARCO rights and revocation at: protecciondatos@musgoderoble.mx

14) Liability and force majeure

Oak Musgo will not be liable for indirect damages (loss of profits, loss of opportunity), failures of third parties (banks, parcel service, hosting) or for force majeure or fortuitous event (unforeseeable and unavoidable events).
In any case, the maximum liability is limited to the amount actually paid for the affected product.

15) Modifications to the TGV

We may update these Terms and Conditions for legal, operational, or service reasons. The current version will be available on the Website with the update date. Purchases made after publication constitute acceptance of the new version.

16) Customer service and PROFECO

For questions, clarifications, or support with your order:
ayuda@musgoderoble.mx

Hours: Mon-Fri, 9:00 a.m. to 6:00 p.m. (Central Mexico Time)

The Buyer retains their rights as a consumer and may contact PROFECO in accordance with the Federal Consumer Protection Law.

17) Jurisdiction

For the interpretation and fulfillment of these Terms and Conditions, the parties submit to the competent courts of Santiago de Querétaro, Querétaro, waiving any other jurisdiction by reason of present or future domicile.

Last updated: October 2025