Refund policy

This Returns & Refunds Policy applies to purchases made through shop.condesagin.com.

Because we sell alcoholic beverages, returns and refunds may be subject to additional legal, regulatory, health, safety, and fulfillment restrictions.

1. Alcohol Returns

We generally do not accept returns of alcoholic beverages that have been opened, consumed, or otherwise used.

Alcoholic products may only be returned or replaced where permitted by applicable law and our fulfillment procedures.

2. Damaged Products

If your order arrives damaged, contact us as soon as possible.

Please provide:

  • Order number;

  • Name and contact information;

  • Photos of the damaged product;

  • Photos of the shipping packaging;

  • Description of the damage; and

  • Any other information reasonably necessary to investigate the claim.

We may coordinate with the applicable licensed retailer, fulfillment provider, or carrier.

Depending on the circumstances, we may offer a replacement, refund, or another appropriate resolution.

3. Incorrect Products

If you receive a product different from what you ordered, contact us promptly.

We may request photographs and other information necessary to verify the issue.

If the error was caused by us or our fulfillment partners, we will work to provide an appropriate resolution, subject to applicable law and product availability.

4. Missing Products

If an item is missing from your shipment, contact us as soon as possible.

We may investigate the order with the applicable retailer or fulfillment provider before issuing a refund or replacement.

5. Delivery Refusal

If an order cannot be delivered because:

  • The recipient is under 21;

  • The recipient cannot provide valid identification;

  • The required adult signature cannot be obtained;

  • The recipient refuses delivery;

  • The shipping address is incorrect; or

  • Another legal delivery requirement cannot be satisfied,

the order may be returned to the applicable fulfillment partner.

A refund may be issued depending on the circumstances.

Shipping or handling costs may not be refundable where the failed delivery resulted from circumstances attributable to the customer, to the extent permitted by law.

6. Age Verification

We cannot refund or replace an order solely because a recipient is unable or unwilling to satisfy a legally required age-verification or adult-signature requirement where the applicable law or fulfillment provider prevents delivery.

7. Order Cancellation

If you wish to cancel an order, contact us as soon as possible.

We will attempt to accommodate cancellation requests before the order has been processed or fulfilled.

Once an order has been routed to a licensed retailer, prepared for fulfillment, shipped, or otherwise entered the fulfillment process, cancellation may no longer be possible.

8. Refunds

If a refund is approved, it will generally be issued to the original payment method.

The timing for the refund to appear in your account depends on your payment provider or financial institution.

9. Shipping Charges

Whether shipping charges are refundable depends on the reason for the refund and applicable law.

Shipping charges may not be refundable for failed delivery, refusal of delivery, incorrect address information, or other circumstances attributable to the customer, where permitted by law.

10. Product Availability

If a replacement is approved but the same product is unavailable, we may provide a refund or another mutually appropriate resolution.

11. Final Sale or Promotional Products

Certain promotional products or transactions may have specific return or refund conditions disclosed at the time of purchase.

Those conditions will apply to the extent permitted by law.

12. Fraud and Abuse

We reserve the right to investigate unusual, fraudulent, abusive, or repeated refund requests.

We may refuse a request where permitted by law if there is reasonable evidence of fraud, abuse, or misuse of the refund process.

13. Contact Us

To request assistance with a damaged, incorrect, missing, or otherwise problematic order:

Email: hola@condesagin.com

Please include your order number and a description of the issue.

14. Changes to This Policy

We may update this Returns & Refunds Policy from time to time.