Refund policy

At Standler Living, we want you to be completely satisfied with your purchase. Please review the following conditions carefully before requesting a return or exchange.

1. Return Period

You may request a return or exchange within 14 calendar days from the date your order is delivered.

To begin a return or exchange, you must contact our Customer Service team within this 14-day period and provide:

  • Your full name;

  • Your order number;

  • The item you wish to return or exchange;

  • The reason for the request; and

  • Photographs of the item and its packaging, when requested.

Requests submitted after the 14-day period may not be accepted, except where required under applicable consumer protection law.

2. Return Eligibility

To qualify for a change-of-mind return or exchange, the item must:

  • Be unused, unassembled and in its original condition;

  • Be free from stains, damage, scratches, odors or other signs of use;

  • Include all accessories, manuals, hardware and components;

  • Be returned in its original packaging; and

  • Include the original receipt or proof of purchase.

Standler Living reserves the right to refuse a return or deduct an amount from the refund where the item is returned incomplete, used, assembled, damaged or in a condition that prevents it from being resold.

3. Items That Cannot Be Returned or Exchanged

Unless the item is defective, damaged upon delivery, incorrect or otherwise subject to mandatory legal rights, returns or exchanges are not accepted for:

  • Custom-made, personalized or made-to-order products;

  • Products manufactured or modified according to the customer’s specifications;

  • Clearance, final-sale or showroom items identified as non-returnable before purchase;

  • Mattresses, pillows, bedding or other hygiene-sensitive products that have been opened or used;

  • Items that have been assembled, installed, altered or repaired by the customer or a third party;

  • Gift cards; or

  • Delivery, assembly, installation or other services that have already been completed.

4. Return Shipping and Collection Costs

For change-of-mind returns, the customer is responsible for all return transportation, collection, disassembly and packaging costs.

For large furniture items, Standler Living may arrange collection through an approved carrier. The applicable collection cost will be communicated to the customer before the return is confirmed and may be deducted from the refund.

The customer must ensure that the item is properly protected and packaged for transportation. Standler Living is not responsible for damage caused by inadequate packaging during a customer-arranged return.

Original delivery, assembly and installation charges are non-refundable, except where the return results from a defective, damaged or incorrect item or where otherwise required by law.

5. Exchanges

Eligible products may be exchanged within 14 calendar days from delivery, subject to product availability.

If the replacement product has a higher price, the customer must pay the difference before shipment or delivery. If it has a lower price, the difference will be refunded using the original payment method.

Any collection, redelivery, assembly or installation costs resulting from a change-of-mind exchange will be borne by the customer.

If the requested replacement is unavailable, the customer may select another eligible product or request a refund in accordance with this policy.

6. Damaged, Defective or Incorrect Items

The customer should inspect the product at the time of delivery whenever reasonably possible.

Any visible damage, missing components or incorrect products should be noted on the delivery document and reported to Standler Living as soon as possible, preferably within 48 hours of delivery, together with clear photographs or videos.

Failure to report an issue within 48 hours does not eliminate any rights the customer may have under applicable Mexican consumer protection law.

Where Standler Living confirms that an item is defective, damaged upon delivery or different from the product ordered, Standler Living will, as applicable:

  • Repair the product;

  • Replace the product;

  • Supply the missing component;

  • Arrange collection at no additional cost; or

  • Issue a refund.

The appropriate solution will depend on the circumstances and the customer’s rights under applicable law.

Damage caused by misuse, improper handling, incorrect assembly, failure to follow care instructions, normal wear and tear, accidents or unauthorized repairs is not considered a manufacturing defect.

7. Return Authorization

Products must not be returned without prior authorization from Standler Living.

Once a return request has been approved, the customer will receive return or collection instructions. Any unauthorized return may be refused or returned to the customer at the customer’s expense.

Approval of a return request does not constitute final acceptance of the returned product. All items will be inspected after they are received.

8. Refunds

Once the returned item has been received and inspected, Standler Living will notify the customer whether the return has been approved.

Approved refunds will be issued to the original payment method. Processing times may vary depending on the bank, card issuer or payment provider.

The refund may exclude:

  • Original delivery charges;

  • Assembly or installation charges;

  • Return collection costs;

  • Packaging or disassembly costs; and

  • Any reduction in value resulting from use, damage, missing components or improper handling,

except where the return concerns a defective, damaged or incorrect product or where applicable law provides otherwise.

9. Order Cancellations

An order may be cancelled before it enters production, preparation or dispatch, subject to confirmation by Standler Living.

Custom-made, personalized and made-to-order products cannot generally be cancelled once production has begun, except where applicable law provides otherwise.

Nothing in this section limits any statutory cancellation or revocation right available to the customer under Mexican consumer protection law.

10. Purchases Through Third Parties

Products purchased through a department store, marketplace, authorized distributor or other third-party retailer must be returned through the original place of purchase and will be subject to that retailer’s return policy, without prejudice to applicable legal rights.

11. Consumer Rights

This Return and Exchange Policy is intended to supplement, and does not limit, exclude or waive any rights granted to consumers under Mexico’s Federal Consumer Protection Law or any other applicable legislation.

Where any provision of this policy conflicts with a mandatory legal right, the applicable legal requirement will prevail.

12. Contact Us

To request a return or exchange, please contact:

Standler Living Customer Service
Email: [customer service email]
Telephone/WhatsApp: [telephone number]
Business hours: [days and hours]
Return address: [return address, if applicable]

Please include your order number and a description of your request in all communications.