Refund & Return Policy
At AgaveLuz, customer satisfaction is our primary goal.
If we send you the wrong product, please contact us by sending an email to hola@agaveluz.com within 3 days of receipt and we will arrange a pickup and/or refund.
NOTE: All bottles that are returned must be sealed or we can not offer a refund.
In the event an item on your order is out of stock, AgaveLuz reserves the right to ship partial orders without contacting the customer. Our order process is highly automated and unfortunately, we are unable to cancel orders if some of the items are out of stock on the order.
If you wish to return the product for any other reason, please contact us by sending an email to hola@agaveluz.com before attempting a return. All refund requests must be made within 3 days of the delivery date. We can’t take back any empty bottles, so please don’t dispose of wine or spirit in it. We will issue a refund minus a 25% restocking fee. This restocking fee covers our shipping cost to you as well as the cost of inspecting and returning the product back to inventory. All returned items must be in as NEW condition with all packaging/foil/seals, etc., completely undamaged in order to receive any refund.
You are responsible for the shipping fees incurred for the return unless you have received a wrong product, in which case we will make an arrangement for a return shipping label. To request for a return shipping label, please contact us by sending an email to hola@agaveluz.com within 3 days of receiving your item.
Please include the shipping slip in your return package, along with your order number and any additional information regarding your return.
If your product is returned because the carrier was unable to deliver, we will issue a refund minus a 25% restocking fee.
VERY IMPORTANT: Wine can be damaged by temperature extremes. It is your responsibility to monitor temperatures in your area, or along the route a truck might follow. We cannot be held responsible if you request shipment and the wines travel in a climate outside an acceptable temperature range. We are happy to hold your pre-paid order for up to three months at no additional charge if you so request, to wait for a more temperate weather. We are not responsible for any wines once they leave our premises via common carrier. Please be advised that any claims are your responsibility between you and the carrier involved. Please be aware that claims are difficult and/or impossible due to the myriad of alcohol transport regulations that may or may not exist in your area.
