Terms of service

TERMS AND CONDITIONS FOR ONLINE PURCHASES

This document sets forth the terms and conditions applicable to the acquisition (purchase) of products from the online store of the Casa Azul & Anahuacalli Museums.

Contact

  • Contact us through our social media channels: Instagram: @museocasaazul, by email at atencion@tiendamuseocasaazul.com, or by phone at +52 55 5554 5999 ext. 1012, Monday through Friday, from 10:00 a.m. to 5:00 p.m. (GMT-6, Mexico City time).

PRICES AND PRODUCT AVAILABILITY

  • All product prices are listed in Mexican pesos
  • We reserve the right to modify prices at any time and without prior notice.
  • Product availability is subject to change and stock levels.

PAYMENTS AND REFUNDS

  • Payment may be made by credit or debit card (Visa, Mastercard, and American Express), as well as through PayPal or Mercado Pago.
  • By making a payment with a credit/debit card, you agree to the terms and conditions of PayPal or Mercado Pago.
  • We encourage you to review your purchase carefully, as once the purchase has been completed, no exchanges* or returns are accepted.

INVOICING

  • If you wish to receive an invoice for your purchase, you must send, on the same day of purchase, an email to facturacion@museofridakahlo.org.mx including your order number, your Tax Status Certificate (issued no more than three months prior), and the specified use of the Digital Tax Receipt (CFDI).
  • Within the following three (3) business days, you will receive the electronic invoice at the email address provided.
  • Only purchases made within the current month will be invoiced, with no exceptions.

WARRANTY POLICIES

  • All products are covered by a warranty that applies solely and exclusively to manufacturing defects.
  • All products are subject to inspection and evaluation for warranty processing.
  • To validate the warranty, you must present your purchase confirmation email and order number.
  • If your purchase shows manufacturing defects, you must contact us by email atatencion@tiendamuseocasaazul.com within seven (7) calendar days following the purchase. The email must include a detailed description of the issue, photos and/or video of the product, the purchase confirmation email, the order number, or the invoice.
  • We will make every effort to respond within a period not exceeding seven (7) calendar days.
  • For evaluation of a product exchange, within five (5) calendar days following receipt of our response email, you must bring the product to our facilities located at 234 Londres Street, Colonia Del Carmen, Coyoacán Borough, ZIP Code 04100, Mexico City, Mexico, or request a shipping label by emailing atencion@tiendamuseocasaazul.com for shipment via courier service at no additional cost.
  • If no response is received within this period, it will be understood that you agree with and are satisfied with the purchased product.
  • To apply the warranty, it is essential that the product be presented in its original packaging and with all accessories, if applicable.

The warranty does NOT apply, and no physical exchanges will be made, under the following conditions:

✓ If the product shows any signs of misuse, damage, or alteration.
✓ If the product was used under extreme conditions.
✓ If the damage was caused by improper use or use other than that for which the product is intended.
✓ If the damage was caused by unsafe or improper connections.
✓ If the damage was caused by an electrical discharge.

The Casa Azul & Anahuacalli Museum Store reserves the right to make any changes to these terms and conditions without prior notice.

The buyer acknowledges having read, understood, and accepted these terms and conditions.

SHIPPING POLICY

Domestic Shipping

Coverage
We ship throughout the entire Mexican Republic using reliable courier services with tracking numbers.

Processing Time
All domestic orders are processed within 2 to 4 business days after payment confirmation.
Note: During peak seasons or promotions, this timeframe may be slightly extended.

Estimated Delivery Time
Once the order has been processed, the estimated delivery time varies according to the recipient’s location:

  • Mexico City and metropolitan area: 2 to 4 business days

  • Rest of the country: 3 to 7 business days

These timeframes are estimates and may vary due to external factors or force majeure.

International Shipping

We currently offer international shipping to the United States and Canada.

Processing Time
International orders are processed within 5 to 10 business days after payment confirmation.
Note: This timeframe may be extended during periods of high demand or due to logistical and customs processes.

Estimated Delivery Time
Once the order has been shipped, delivery time will depend on the destination and the selected courier service. Timeframes may vary due to customs procedures and external conditions.

Taxes and Duties
International orders may be subject to taxes, duties, or customs fees imposed by the destination country. These charges are not included in the purchase price and must be paid by the customer. We recommend checking with your local customs office.

Shipping Cost
Shipping costs are automatically calculated at checkout based on the destination and the weight of the package.

Order Tracking
Once your order has been shipped, you will receive an email with the tracking number and the necessary information to track your shipment in real time.

Delivery
It is important to provide a complete and up-to-date shipping address. We are not responsible for delays or failed deliveries due to errors in the shipping information.

Undelivered Orders
If an order cannot be delivered due to reasons attributable to the customer (incorrect address, repeated absence, among others), a second shipment will be arranged at an additional cost.

CLICK & COLLECT (In-store Pickup)

Orders placed through the Click & Collect service will be available for pickup once the customer receives confirmation that their order is ready.

The customer will have a maximum period of 15 business days from the date of such confirmation to pick up their order.

To collect the order, the following must be presented:

  • Order number or purchase confirmation.
  • Identification of the purchaser or the authorized person.

Orders not collected within the established 15-business-day period will be considered unclaimed.

Orders placed through Click & Collect cannot be modified, canceled, exchanged, or refunded once the purchase has been completed, except in applicable cases described in the Warranty Policies section.