Betterware

Refund and Returns Policy

Effective Date: September 25, 2026

This Refund and Returns Policy is formally issued by ‌Betterware de México, S.A.P.I. de C.V.‌ to govern all return and adjustment transactions for orders placed through our official e-commerce platform www.betterwaremex.com, which sells a curated collection of premium kitchen cloths, linens, tablecloths, place mats, oven mitts and other home cooking and cleaning products. Our core priority is to deliver high-quality home goods that help you turn every kitchen chore into a cozy moment, and this policy is designed to protect the rights of both our valued customers and our business operations. A strict, non-negotiable rule we establish upfront is that pure, product-returnless “only refund” requests are not permitted under any circumstances. All valid requests related to unsatisfactory orders must be processed as a combined return-and-adjustment flow that requires you to send the relevant physical product back to our designated warehouse before any subsequent resolution steps are launched. By completing a purchase on our website, you confirm that you have read, understood, and fully agreed to all terms outlined in this policy.

1. Eligibility for Return Requests

To submit a valid return request that can be processed under this policy, your application must meet all the following criteria:

  • Your return request must be submitted within 30 calendar days from the exact date you receive your ordered product. Any request submitted after this 30-day window will not be accepted, unless the item you received has confirmed manufacturing defects that cannot be identified through standard visual inspection at the time of unboxing.
  • The product you intend to return must be in original, resellable condition, with no signs of damage caused by improper use, improper washing, modification, or long-term use beyond normal unboxing inspection. All original product tags, packaging, and included accessories that came with the item must be fully intact and included in your return parcel.
  • You must provide valid supporting documentation for your request, including clear photos or short videos that show the specific issue of the product, your original order confirmation number, and a copy of the delivery receipt that proves you received the item within the 30-day eligibility window.
  • As repeatedly emphasized in this policy, no only refund requests that do not include a full return of the purchased physical product will be approved. We will never issue a full or partial monetary refund to your original payment method without you first returning the corresponding product to our designated warehouse address.

Products that are not eligible for return under any scenario include personalized custom-printed tablecloths or custom-sized cut fabric items, disposable cleaning wipes and other single-use consumable kitchen products that have been opened, and items marked as final sale during promotional events on our NEW ARRIVALS or Shop page.

2. Mandatory Return Processing Flow

Since only refund requests are strictly forbidden, all valid adjustment requests must follow this standard, step-by-step process:

  1. ‌Submit Your Return Application‌: First, log in to your registered user account on www.betterwaremex.com, navigate to your order history page, select the relevant order, and submit a return request with clear descriptions and supporting media that shows the issue of the product. You can also reach out to our customer support team directly via our helpline +52 81 8320 2020 or send an email to [email protected] with your order number and supporting documents to launch your request. Our support team will review your submission within 2 business days and send you a formal confirmation email with our designated warehouse return address, along with a unique return tracking code for your parcel.
  2. ‌Ship the Product Back to Our Warehouse‌: Pack the product you intend to return securely, attach all original accessories and packaging, and clearly mark your unique return tracking code on the outer side of the shipping parcel. Send the parcel to our official warehouse located at Cruce Carretera Gdl-Ameca-Huaxtla, Km 5, El Arenal, Jalisco, C.P. 45350, México. You will be responsible for covering the return shipping fee unless the product you received has confirmed manufacturing defects or shipping damage caused by our logistics partner. We strongly recommend you select a trackable courier service for your return shipment, so you can monitor the delivery status of your parcel at all times.
  3. ‌Warehouse Inspection and Verification‌: After our team receives your return parcel, our quality control staff will conduct a full inspection of the returned product within 3 business days, to confirm the product meets our return eligibility criteria and the issue you described in your request is valid.
  4. ‌Post-Return Resolution (No Direct Only-Refund Option)‌: Once your returned product passes our inspection, you can choose one of the two following resolution options, rather than applying for a standalone only refund to your original payment account:
    • ‌Exchange for an Identical or Alternative Product‌: You can opt to receive a brand new replacement of the exact same product, or exchange the returned item for another product of equal or higher value from our curated collection of kitchen linens, place mats, tablecloths or cleaning cloths. If you select a higher-value product, you will only need to pay the small price difference, and we will cover the shipping cost of sending the new item to you.
    • ‌Store Credit Issuance‌: You can choose to receive 100% of the original price of the returned product converted to non-expiring store credit, which you can use for any future purchases across all sections of our www.betterwaremex.com shop. This store credit can be combined with ongoing promotion discount codes to purchase new products, and no hidden service fees will be deducted from its total value.

We will never process a request that asks for funds to be sent back to your original payment account without you returning the corresponding physical product, as all only refund requests are strictly prohibited per this policy.

3. Damaged or Defective Products

If you receive a product with confirmed manufacturing defects, or an item that arrived damaged due to improper handling during the shipping process, you still need to send the defective product back to our warehouse following the mandatory return flow outlined above, and no only refund request without product return will be approved. Once our quality team verifies the defect or shipping damage, we will cover 100% of the return shipping cost for your parcel, and you can select either a free replacement of the exact same product or full equivalent store credit to use on future orders. If the product model you purchased is no longer in stock in our NEW ARRIVALS or main shop gallery, our support team will work with you to pick a similar alternative product of equal or higher quality and value, with no additional cost required on your end.

4. Contact Information for Return Inquiries

If you have any questions about this policy, the status of your ongoing return application, or need clarification on our no only refund rule, do not hesitate to reach out to our customer support team via the following channels:

  • Official Website: www.betterwaremex.com
  • Customer Helpline: +52 81 8320 2020
  • Contact Email: [email protected]
  • Registered Office and Return Warehouse Address: Cruce Carretera Gdl-Ameca-Huaxtla, Km 5, El Arenal, Jalisco, C.P. 45350, México

Our team will respond to all valid return inquiries within 2 business days, and we will work with you to resolve all eligible issues efficiently while ensuring all operations fully comply with the terms of this policy.