Refund and Returns Policy

1. Normal Xico retail return policy

Outside a return or remedy required by applicable law, sales of physical merchandise are final once the order has been placed and accepted. Xico does not normally accept a return, exchange or cancellation because:

• the customer changed their mind;
• the item is no longer wanted;
• the customer selected the wrong size, color, model or variant;
• the customer later found a different price elsewhere; or
• the item was correctly supplied but does not suit a personal preference.

If you are unsure about sizing, fit, equipment compatibility or a product specification, please contact us before placing the order. We are happy to help you select the appropriate item.

2. Rights that may apply to an online or other indirect purchase

Mexican consumer law provides mandatory rights that cannot be removed by a store policy. Where the statutory revocation right for an indirect sale applies, the consumer may revoke consent within the legally applicable period and by a legally valid notice or return method. Under Article 56 of the Federal Consumer Protection Law, that period is five business days counted from delivery of the product or signing of the contract, whichever occurs later.

Where that statutory revocation right applies and is exercised correctly, Xico will refund the price paid as required by law. Freight and insurance costs associated with that statutory revocation are borne by the consumer to the extent provided by applicable law.

3. Damaged, defective, incomplete or incorrect items

Please inspect your order as soon as reasonably possible after delivery or pickup. If the item is damaged, defective, incomplete, materially different from what was ordered, or does not correspond to the quality, brand or substantial specifications under which it was sold, contact us at info@xicodivecenter.com.

Please include, where available:

• your order number or proof of purchase;
• the product name;
• a short description of the issue; and
• clear photographs or video if they help us identify the problem.

These details help us resolve the claim faster; they are not intended to impose a formality that unlawfully prevents a valid consumer claim.

Where Mexican law gives the consumer a right to replacement, refund, repair, warranty performance, statutory bonus or compensation, or another remedy, Xico will provide the remedy required by law. Where a refund under Article 92 of the Federal Consumer Protection Law applies, it will be made using the original payment method unless the consumer accepts a different method at the time of the refund.

4. Items for which Xico does not offer a voluntary return or exchange

Except where a mandatory legal right, warranty or valid defect claim applies, Xico does not accept discretionary returns or exchanges for:

• used dive gear or equipment;
• personal-use or hygiene-sensitive products after use or opening where resale would be inappropriate;
• apparel with signs of wear, washing, alteration, stains, odor or damage after delivery;
• custom, personalized or special-order products;
• sale, clearance or discounted products merely because the customer changed their mind;
• gift cards or vouchers, except where applicable law requires otherwise; and
• items damaged after delivery or pickup through misuse, improper storage, incorrect installation, failure to follow product instructions, accident or normal wear and tear.

A sale price, discounted price or special-order status does not remove a mandatory right relating to a defective, incorrect or legally non-conforming product.

5. Sizing, fit and compatibility

Dive equipment and apparel can fit differently between brands and models. The customer is responsible for choosing the size/model ordered when the product supplied matches the order. An incorrect size or model chosen by the customer is not, by itself, a defect or an incorrect shipment.

Contact us before purchasing if you want help checking size, fit or compatibility. If Xico supplies a different size/model from the one ordered, that is treated as an incorrect item under Section 3.

6. Pickup, shipping and returning an item

Pickup orders

For pickup orders, we encourage you to inspect the item before leaving the dive center. Accepting a pickup does not remove a mandatory right that applies to a defect or non-conformity discovered later.

Shipped orders

If a shipped order arrives visibly damaged or incorrect, please contact us as soon as reasonably possible so we can document the issue and coordinate the appropriate next step.

Do not send an item to a different address or third party without confirming the return destination with Xico. This is intended to prevent lost returns and does not remove any legally valid claim.

Return shipping

Return-shipping responsibility depends on the reason for the return and the applicable law. For warranty-covered returns or repairs, Xico will handle transport/shipping costs as required by law or the applicable warranty terms. For a statutory revocation under Article 56, freight and insurance are borne by the consumer as provided by that article.

7. Refund timing

Once Xico confirms that a refund is due, we will initiate it within a reasonable processing period and in accordance with applicable law. The customer’s bank, card issuer, Mercado Pago, PayPal or another payment provider may take additional time to post the credit after Xico initiates it.

8. Manufacturer warranties

Some products may also carry a manufacturer or distributor warranty. A manufacturer-warranty process does not remove any remedy that the consumer is entitled to claim from Xico under mandatory consumer law. We may request the product, serial number, proof of purchase or other reasonable information needed to process a warranty claim.

9. Mandatory consumer rights

This policy describes Xico’s voluntary retail policy and the main return situations relevant to our shop. It does not waive, shorten or exclude any non-waivable right or remedy under the Federal Consumer Protection Law or other applicable Mexican law. If any statement in this policy conflicts with a mandatory consumer right, the mandatory legal rule controls.

10. Contact us about a product return or problem