Effective Date: October 3, 2026
This Refund and Returns Policy is officially issued by COMPAÑÍA COMERCIAL CIMACO S.A. DE C.V. for all users and customers who make purchases on our official e-commerce website www.cimacoshop.com. It clearly defines all terms, conditions and procedures related to product returns, order adjustments, and compensation services, to ensure a transparent, fair and consistent shopping experience for every customer who browses and purchases our curated daily home essentials including bathroom organizers, adhesive wall hooks, food sealing clips and laundry care products. All terms outlined in this policy apply to every transaction completed on our platform, and by placing an order with us, you confirm that you have fully read, understood and agreed to all the rules specified below. This policy is designed to protect the legitimate rights of both our customers and our business, while maintaining operational fairness across all order processing workflows.
1. Core Rule: No Pure Refund Requests Without Product Return
We explicitly set out this non-negotiable core rule as the foundational guideline for all after-sales services: We do NOT accept any pure “refund only” requests where customers keep the received product in full and request 100% or partial monetary compensation without returning the item to us under all ordinary circumstances. This rule is applied equally to all customers, all product categories sold on our site, and all order values, to ensure fairness to every shopper and prevent fraudulent or abusive after-sales requests that would disrupt our ability to continue offering high-quality, affordable daily essentials to our entire user community. Any request that asks for full or partial refund while retaining full possession of the purchased item will be automatically rejected by our after-sales system, unless it falls under the extremely limited special scenarios explicitly defined later in this policy.
2. Eligibility for Return and Subsequent Refund
To qualify for our standard return-and-refund process, you must submit a formal return application within 30 calendar days from the date you successfully receive your ordered item. All items being returned must be in their original, unused, undamaged condition, with all original factory packaging, tags, accessories and accompanying parts completely intact. Products that have been installed for use, damaged due to improper operation, stained by daily use, or modified by the customer will not be eligible for return. Our team will conduct a full inspection of all returned items after we receive them at our designated return warehouse.
Our customer service team will send you a pre-paid return shipping label after your return application is approved, and we will not charge you any additional shipping fee for qualified return requests within the 30-day window. You will be required to send the item back following the return instructions we provide, and you are responsible for ensuring the parcel is properly packaged to avoid damage during the return transit. Once our warehouse team confirms the returned item meets all return eligibility requirements through the inspection process, we will proceed to process your refund accordingly.
3. Exceptions for Very Limited Special Scenarios
Only the following very narrow, non-fraudulent special scenarios can be considered for adjusted resolutions, which will never allow customers to keep the full product and receive a 100% refund:
- If the received product has confirmed, unavoidable manufacturing defects that make it completely unfit for its designed usage, and the product is too large or too heavy to be shipped back at a reasonable cost, our customer service team may offer a maximum 30% partial discount on your order total as compensation, and you will be requested to dispose of the defective item appropriately, while you are still eligible to place a new replacement order with an exclusive discount.
- If your order is confirmed lost completely during the last-mile delivery process by our official logistics partner, you can choose to either request a full replacement of your ordered items at no extra cost, or request a full refund without needing to return anything, since you never received the product at all. This is the only scenario where a no-return refund is permitted.
- If you receive a completely wrong product that does not match your order content at all, you may choose to keep the incorrect item you received for free, but you will only be eligible for a maximum 50% refund of your original order total, or you can send the wrong item back to us for a full 100% refund or a full correct order replacement.
After your returned item passes our inspection, your refund will be processed back to your original payment method within 7 to 14 business days, and the exact arrival time of the funds will depend on the processing speed of your issuing bank.
4. Contact Information for After-Sales Inquiries
If you have any questions about this Refund and Returns Policy, or need to submit a return application, you can reach our customer support team through the following official channels at any time:
- Physical Contact Address: Av. Hidalgo Pte. 399, Col. Centro, Torreón, Coahuila, C.P. 27000, México
- Official Contact Email: voidk@cimacoshop.com
- Support Phone Number: +52 871 716 0160
Our working hours are 9:00 AM to 6:00 PM local time in Coahuila from Monday to Friday, and we will respond to all legitimate after-sales inquiries within 24 business hours. We reserve the right to update this policy occasionally, and the updated version will be posted on our site with a new effective date.