This Refund and Return Policy applies to purchases made by customers in the European market via the Pouchneutral website.
Headquartered in Mexico, Pouchneutral is dedicated to providing household deodorizing sachets to customers in the European market. This policy outlines the procedures for handling order cancellations, returns, refunds, damaged or defective items, and refund requests related to delivery.
Nothing in this policy is intended to exclude or limit any mandatory consumer rights applicable to the customer’s purchase.
- Company 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
- Payment Methods
Orders may be paid for using the payment methods provided at checkout, including:
Visa;
Mastercard;
American Express;
Apple Pay;
Google Pay; and
Eligible e-wallets.
Available payment methods for specific transactions may depend on the customer’s location, currency, and the options available at checkout.
Payment will be processed once the order is submitted via the website and accepted.
- Delivery and Shipping
Orders are shipped from:
Calle Norte 32 No. 613, Col. Santiago, Valle de Chalco, Estado de México, C.P. 56615
Pouchneutral may use international express shipping services, including:
DHL Priority;
FedEx Priority; and
UPS Priority.
Standard shipping time is approximately 5 to 12 business days after dispatch.
Tracking information may be sent to the email address provided at the time of the order at various stages of transit (including dispatch, arrival at logistics hubs, transit within the courier network, and local delivery).
If an order exceeds the standard delivery timeframe, Pouchneutral will verify the tracking information and, if necessary, contact the relevant courier to check the shipment status.
Following an investigation, Pouchneutral may arrange for a replacement shipment or a full refund, depending on the specific circumstances of the order and applicable legal requirements.
4. European 14-Day Right of Return
For eligible online purchases, customers within the European Union generally have a statutory right to return items within 14 days (i.e., the right to withdraw from the purchase).
The return period for goods typically begins on the day the consumer (or a third party designated by the consumer, other than the carrier) actually receives the goods. Consumers are generally not required to provide a reason when exercising this right.
To exercise the right of return, customers should contact Pouchneutral within the applicable 14-day period and clearly state their intention to withdraw from the purchase.
Customers may use the contact details provided in Section 11 of this policy.
- Returning Goods After Exercising the Right of Return
Upon validly exercising the right of return, customers must return the goods to the following address:
Calle Norte 32 No. 613, Col. Santiago, Valle de Chalco, Estado de México, C.P. 56615
Customers should use a suitable postal or courier service and retain proof of shipment.
Unless Pouchneutral agrees to cover return costs or applicable law dictates otherwise, consumers generally bear the direct costs of returning goods when exercising the 14-day right of return.
If the laws of the customer’s country stipulate otherwise, the statutory rules of that jurisdiction apply. EU consumer guidelines confirm that if a consumer was informed prior to purchase that they would be responsible for return postage costs, they generally bear these costs when exercising the right of return.
- Condition of Returned Goods
Customers exercising their statutory right of return may handle the goods in a necessary and reasonable manner to inspect their nature, characteristics, and functionality.
If a customer’s handling of the goods exceeds the scope reasonably necessary for such inspection, the customer may be held liable for any diminution in the value of the goods, to the extent permitted by applicable law.
Pouchneutral will assess returned goods in accordance with applicable consumer protection regulations.
Nothing in this section affects the customer’s exercise of mandatory statutory rights.
- Refunds Following a Valid Return
Once a customer has validly exercised their right of return, Pouchneutral will process the refund in accordance with relevant consumer protection regulations.
Where EU consumer protection regulations apply, the refund generally includes the standard shipping costs paid by the consumer for the original order. If the consumer chose a delivery method more expensive than the lowest-cost standard delivery offered by Pouchneutral, the additional cost is generally not refundable.
To the extent permitted by applicable law, Pouchneutral may withhold the refund until the returned goods are received or until the customer provides proof of shipment, whichever occurs earlier.
- Refund Processing
Once the conditions for a refund are met, Pouchneutral will arrange the refund using the original payment method; the specific processing time depends on the rules of that payment method.
The time it takes for the refund to be credited to the customer’s account varies depending on the payment method and the customer’s financial institution.
Pouchneutral will not delay refunds without cause, and refund processing times will comply with applicable legal requirements.
- Damaged or Defective Goods
If goods arrive damaged, defective, or significantly different from what was ordered, the customer should contact Pouchneutral via email as soon as possible after receipt.
The customer should provide the following information:
Order number;
Name used when placing the order;
Email address used when placing the order;
Description of the issue; and
Clear photographs showing the condition of the goods and (if applicable) the packaging.
If the photographs and order information are sufficient to confirm the issue, Pouchneutral may process a refund or arrange an exchange directly, without requiring the customer to return the damaged goods.
If reasonably necessary to assess the claim, Pouchneutral may request additional information from the customer. This procedure does not limit any rights to legal remedies that the consumer is entitled to by law.
10. Consumer Rights Regarding Defective Goods
If a product is defective or does not conform to the sales contract, European consumers retain the right to mandatory remedies provided under consumer protection laws.
Under EU consumer regulations, rights available to consumers regarding defective goods include the right to request repair or replacement; subject to certain conditions, consumers may also request a price reduction or a refund. Furthermore, EU regulations mandate a statutory warranty period of at least two years for goods (subject to the specific legal framework and national laws applicable).
Pouchneutral will assess claims regarding defective goods based on the specific circumstances of the case and the consumer rights regulations applicable to the transaction.
For customers protected by mandatory European consumer laws, the contents of this section do not limit any remedies that Pouchneutral is legally required to provide.
- Return Address
All approved customer returns should be sent to:
Calle Norte 32 No. 613, Col. Santiago, Valle de Chalco, Estado de México, C.P. 56615
Customers should contact Pouchneutral before returning items to confirm the order details and the applicable return process.
- Returns Not Due to Product Defects
If a customer wishes to return an item due to a change of mind, they may exercise their statutory right of return (withdrawal) within the timeframe prescribed by applicable law.
Return requests made beyond the statutory return period will only be accepted if Pouchneutral explicitly offers an additional voluntary return arrangement.
Voluntary return arrangements do not replace or diminish mandatory consumer rights.
- Delivery Issues and Refunds
Pouchneutral uses DHL Priority, FedEx Priority, and UPS Priority services for delivery, depending on the destination and service availability.
If tracking information indicates that the standard shipping timeframe of 5 to 12 business days from the date of dispatch has been exceeded, Pouchneutral will verify the shipment status and, if necessary, initiate an inquiry with the carrier.
Upon completion of the inquiry, and depending on the specific circumstances, potential solutions may include reshipment or a full refund.
Where mandatory consumer rights provide for specific remedies regarding non-delivery or delayed delivery, such statutory remedies shall apply.
- Incorrect Address Provided by Customer
Customers are responsible for providing complete and accurate delivery information when placing an order.
If an order cannot be delivered due to an incomplete or incorrect address provided by the customer, Pouchneutral will verify the situation and, where possible, coordinate with the carrier to determine an appropriate delivery solution.
To the extent permitted by applicable law, the customer may be liable for additional costs directly resulting from the provision of incorrect delivery information.
This clause does not apply if the delivery issue is caused by Pouchneutral’s fault or if otherwise stipulated by mandatory consumer protection laws.
- Refunds for Non-Receipt of Orders
If an order is not received, the customer should contact Pouchneutral using the contact details provided below. Pouchneutral may verify the following information:
Order details;
Carrier tracking information;
Delivery records;
The delivery address provided with the order; and
Any relevant information provided by the customer. If a shipment is determined to be lost or undeliverable by reasonable means, Pouchneutral may arrange for a replacement or a refund, depending on the specific circumstances and applicable consumer protection regulations.
- Customer Cooperation
Customers are required to provide the necessary information to process claims regarding returns, refunds, or damaged goods.
This information may include order numbers, delivery details, photographs, and a description of the issue.
Failure to provide information necessary to identify the relevant order or ascertain the specific circumstances may result in delays to the claim assessment process.
This requirement does not affect the mandatory statutory rights to which customers are entitled.
- Mexican Consumer Protection Requirements
Pouchneutral operates in Mexico and provides the supplier information and transaction processes required for its online sales activities.
Mexican consumer protection guidelines stipulate that online suppliers must provide identifiable supplier information, a physical address, telephone and contact details, terms of transaction, payment methods, delivery information, and mechanisms for modifications, returns, and order cancellations.
Mexican consumer protection guidelines also recognize remedies for defective goods or goods that do not meet agreed specifications, including replacement or a refund of the amount paid, in circumstances prescribed by law.
Accordingly, nothing in this Refund and Return Policy is intended to deprive customers of mandatory rights they enjoy under applicable Mexican law.
- No Waiver of Mandatory Consumer Rights
Nothing in this Refund and Return Policy excludes, limits, or supersedes any consumer rights that cannot be excluded by law under applicable legislation.
If mandatory laws applicable to a transaction grant customers rights or remedies that are more favorable than the terms set out in this policy, the provisions of the mandatory laws shall prevail.
- Refund Review and Fraudulent or Abusive Claims
When evaluating requests for refunds, replacements, or returns, Pouchneutral may review order records, delivery information, photographs, and other relevant data.
If the information provided in a claim contains significant discrepancies compared to existing order or delivery records, Pouchneutral may request additional information before processing the request.
The contents of this section do not affect a customer’s statutory consumer rights, nor do they prevent a customer from making a legitimate claim under applicable law. 20. Contact Information for Refunds and Returns
To request a refund, transaction cancellation, or return, please contact:
Phone: +52 5575775527
Email: sachet@pouchneutral.com
Customers should provide their order number and the email address used when placing the order.