These Terms and Conditions apply to the use of the Pouchneutral website and the purchase of products through our online store.
By placing an order on the Pouchneutral website, you confirm that you have reviewed the relevant product information, pricing, shipping details, cancellation and return policies, and these Terms and Conditions.
These Terms and Conditions apply to purchases made via the Pouchneutral website and are intended to comply with mandatory legal regulations applicable to consumer transactions.
- Merchant Information
Brand: Pouchneutral
Address: Calle Norte 32 No. 613, Col. Santiago, Valle de Chalco, Estado de México, C.P. 56615
Phone: 52 5575775527
Email: sachet@pouchneutral.com
Pouchneutral operates an online retail business offering household deodorizing sachets.
- Product Information
Product descriptions, quantities, prices, applicable product information, and other relevant purchase details are listed on the respective product pages.
It is the customer’s responsibility to review the relevant product information before placing an order.
Product information is provided based on the characteristics of each product and its intended household use.
Pouchneutral does not knowingly use misleading descriptions or unsubstantiated claims to promote its products.
- Product Images
Images displayed on the Pouchneutral website are intended to provide customers with a visual reference for the products.
Customers should refer to the written product descriptions, stated quantities, and relevant product information when placing an order.
- Orders
An order is deemed submitted when the customer completes the purchase process on the website.
After an order is submitted, Pouchneutral may review the order details prior to processing shipment.
Order confirmation details may be sent to the email address provided at checkout.
Customers should ensure that the contact details and shipping information entered at checkout are accurate and complete.
If the information provided by the customer is incorrect and affects delivery, Pouchneutral may contact the customer using the provided contact details to verify order information.
- Prices and Fees
Applicable product prices and any relevant shipping fees will be displayed during the purchase process. The total amount payable will be shown before the customer completes the order (the specific amount depends on applicable tax and pricing regulations in the relevant market). To the extent permitted by applicable law, Pouchneutral may correct obvious pricing or informational errors. If an order is affected by a significant error, Pouchneutral will contact the customer to inform them of available options.
- Payment
Please complete the payment process as indicated on the website.
Typically, an order proceeds to the fulfillment stage only after the relevant payment has been successfully authorized.
The mere entry of payment information by the customer does not constitute the completion of the order.
If payment is not successfully completed, or if an authorized payment is subsequently revoked, Pouchneutral may suspend the order or cancel it, to the extent permitted by applicable law.
- Order Preparation and Shipment
Pouchneutral manages the preparation and shipment of orders placed through its website.
Orders are prepared based on the products and quantities specified in the order confirmation.
Once prepared, the order is handed over to the selected carrier for delivery to the shipping address provided by the customer.
- Delivery Services
For orders within Europe, Pouchneutral may utilize established priority delivery services provided by the following carriers:
DHL
FedEx
UPS
The specific carrier or service type may depend on the destination, order requirements, and applicable delivery arrangements.
The estimated transit time is generally 5 to 12 business days from the date of shipment.
This is an estimate, not a guaranteed delivery date. Actual delivery times may vary based on the destination, carrier operations, customs procedures, and other factors affecting transport.
- Delivery Tracking
Where tracking services are available, Pouchneutral will send tracking information to the email address provided by the customer at the time of the order.
Tracking notifications may be sent at key stages of the delivery process, including:
Order shipment;
Arrival at a logistics facility;
Transit progress within the delivery network;
Local delivery;
Other relevant tracking milestones.
Customers should monitor the email address provided at checkout to receive notifications regarding their order and delivery.
Tracking information is provided to keep customers informed of their order’s transit progress.
- Delivery Delays
If an order is not delivered within the estimated 5-to-12-business-day transit period, customers may contact Pouchneutral via the customer service email address.
Pouchneutral will review the order and, if necessary, communicate with the carrier to inquire about the delivery status.
After reviewing the available information, Pouchneutral may offer an appropriate solution; depending on the circumstances, this could include reshipment or a full refund. Any solution will be handled in accordance with applicable contract terms and mandatory consumer protection regulations.
- Loss or Damage During Transit
For consumer sales governed by applicable EU consumer law, and unless otherwise provided by applicable law, the risk of loss or damage to the goods remains with Pouchneutral until the consumer (or a third party other than the carrier and indicated by the consumer) has acquired physical possession of the goods.
Pouchneutral is not relieved of the statutory risk protection afforded to the consumer simply because the goods have been handed over to a carrier.
This clause reflects applicable EU rules regarding the transfer of risk in consumer sales contracts.
- Delivery Information
Customers are responsible for providing an accurate delivery address and appropriate contact details when placing an order.
If the address is incomplete or incorrect, Pouchneutral may contact the customer for clarification.
If a customer provides incorrect delivery information, Pouchneutral will assess feasible solutions based on the specific circumstances and applicable law.
Pouchneutral will not use an incorrect address provided by the customer as grounds to deprive the consumer of their statutory rights.
- Right of Withdrawal for European Consumers
Where the EU Consumer Rights Directive and applicable national implementing regulations provide for a right of withdrawal, consumers generally have the right to withdraw from eligible distance sales contracts within 14 days without giving any reason.
For sales contracts involving goods, this 14-day period generally begins on the day the consumer (or a third party other than the carrier and indicated by the consumer) acquires physical possession of the goods.
If multiple goods are delivered in separate shipments, specific statutory rules apply to determine the start of the withdrawal period.
The exercise of the right of withdrawal is subject to exceptions prescribed by applicable law.
- How to Exercise the Right of Withdrawal
Customers wishing to exercise an applicable right of withdrawal should contact Pouchneutral via email before the relevant withdrawal period expires.
Customers should provide the following information:
Order number;
Name used when placing the order;
Date of purchase;
A clear statement expressing the wish to withdraw from the contract.
Customers may use any clear written statement to communicate their decision to withdraw.
Where necessary, Pouchneutral will acknowledge receipt of the withdrawal request.
Unless exceptions under applicable law apply, customers must return the relevant goods within 14 days of communicating their decision to withdraw (and without undue delay). If the goods are dispatched before the expiry of the aforementioned 14-day period, the return deadline is deemed to have been met.
- Return costs upon exercise of the right of return
Where the right of return is exercised, the customer shall bear the direct costs of the return, unless Pouchneutral agrees to cover such costs or applicable law provides otherwise.
If Pouchneutral fails to properly inform the customer that they are liable for the direct costs of the return, the relevant statutory rules regarding such costs shall apply.
Where permitted by applicable law, the customer remains liable for any diminution in the value of the goods resulting from handling the goods in a manner that goes beyond what is necessary to establish their nature, characteristics, and functioning.
- Refunds upon cancellation
If the customer exercises a valid right to cancel the purchase, Pouchneutral will refund the amounts received in accordance with applicable law.
Where required by applicable European consumer regulations, the refund amount includes the standard shipping costs paid by the customer; however, if the customer chose a more expensive delivery method, statutory rules regarding such choices apply.
Refunds will generally be made using the payment method used for the original transaction, unless the customer expressly agrees to another method that does not incur additional costs for the customer.
In accordance with applicable European regulations, Pouchneutral reserves the right to withhold the refund until the returned goods are received or until the customer provides proof of having sent the goods back, whichever occurs first.
- Damaged or defective goods
If goods are damaged, defective, or do not match the applicable order details upon delivery, the customer should contact Pouchneutral via email as soon as reasonably practicable.
The customer may provide the following information:
Order number;
Description of the issue;
Photos showing the condition of the goods;
Any other information related to the order.
Based on the photos, Pouchneutral may be able to assess the situation without requiring the customer to return the goods in question.
Where circumstances permit, Pouchneutral may arrange a refund or replacement based on the provided photos and order information, without requiring the return of the damaged goods.
If applicable law provides for mandatory remedies, the customer is entitled to such statutory rights regardless of whether Pouchneutral requests the return of the goods.
For transactions subject to Mexican consumer protection requirements, Pouchneutral will respect applicable statutory rights regarding defective or non-conforming goods. The Mexican Federal Consumer Prosecutor’s Office (PROFECO) notes that Mexican consumer law provides remedies for defective goods, including replacement or a refund of the amount paid, where applicable.
- Returns not due to defects
If the customer exercises an applicable statutory right of cancellation, the procedures outlined in these Terms and Conditions, as well as the mandatory rules applicable to the transaction, shall apply.
Voluntary return arrangements offered by Pouchneutral shall not be construed as depriving the customer of, or limiting, consumer rights that cannot be excluded by law.
19. Non-receipt of Order
If a customer fails to receive their order within the applicable delivery timeframe, they should contact Pouchneutral via email.
Pouchneutral will verify the order details and available tracking information, and may contact the relevant carrier to investigate the delivery status.
If the order is confirmed lost or undeliverable, Pouchneutral will—depending on the specific circumstances and in accordance with applicable law—arrange for a replacement shipment or a refund.
Any mandatory consumer rights applicable to the transaction remain in effect.
- Customer Responsibilities
Customers are responsible for:
Providing accurate order information;
Providing a complete delivery address;
Providing a valid email address;
Carefully reviewing product information before placing an order;
Checking order confirmation details after purchase;
Contacting Pouchneutral promptly regarding any order-related issues.
Customers should retain their order confirmation and records of any correspondence related to the purchase.
- Communication
Pouchneutral may use the email address provided by the customer at checkout to communicate regarding their order.
Such communications may include:
Order confirmations;
Shipping information;
Tracking information;
Delivery status updates;
Customer service correspondence;
Refund or exchange information.
Customers should ensure that the email address provided at checkout is capable of receiving such communications.
- Applicable Consumer Protection Rules
Pouchneutral operates from Mexico and serves customers in the European market.
For transactions subject to EU consumer protection regulations, mandatory consumer rights prescribed by law shall apply.
This includes applicable rules regarding distance contracts, the right of withdrawal, delivery, product conformity, refunds, and remedies.
For transactions involving Mexico and matters governed by Mexican consumer protection law, Pouchneutral will comply with the relevant provisions of the Federal Consumer Protection Law (Ley Federal de Protección al Consumidor).
Guidelines issued by the Mexican Federal Consumer Protection Agency (PROFECO) regarding online commerce specify requirements concerning product information, delivery terms, order cancellations, returns, warranties, and the handling of customer complaints.
- No Exclusion of Mandatory Rights
Nothing in these Terms and Conditions is intended to exclude, limit, or supersede mandatory consumer rights that cannot be excluded or limited by law.
Where mandatory law grants consumers specific remedies, rights, or protections, such provisions shall apply to the relevant transaction.
- Amendments to These Terms
Pouchneutral may update these Terms and Conditions to reflect changes in products, ordering processes, delivery arrangements, or applicable legal requirements.
The version applicable to a specific order shall be the version displayed to the customer at the time of purchase (subject to mandatory applicable laws).