1. Overview
Pourandbead aims to handle return and refund requests fairly and consistently. This policy explains the procedures for withdrawing from a purchase, returning eligible items, reporting damaged or faulty goods, and resolving delivery issues.
This policy applies to purchases made through www.pourandbead.com and is intended to operate in accordance with applicable Mexican law and mandatory consumer protection requirements in the European Economic Area (EEA), including applicable European Union consumer protection rules.
2. Order Processing and Delivery
Orders are normally processed within 1–3 business days after payment has been confirmed. Business days exclude weekends and public holidays.
After dispatch, estimated transit time is 5–9 business days, using priority delivery services such as DHL, FedEx or UPS Priority, depending on destination and carrier availability.
Tracking emails are sent to the email address supplied at checkout at key stages, which may include dispatch, arrival at a carrier facility and local delivery.
If an order has not arrived within the estimated transit period, please contact us with your order number and tracking details. Pourandbead will review the shipment and, where appropriate, investigate the matter with the carrier. Depending on the findings and applicable law, the resolution may include a replacement shipment or a full refund. Mandatory consumer rights concerning delayed or non-delivery remain unaffected.
3. Right of Withdrawal for European Customers
Eligible consumers in the EU generally have the right to withdraw from an online purchase within 14 days of receiving the goods, without giving a reason, subject to applicable statutory exceptions.
To exercise this right, please email pricing@pourandbead.com within the withdrawal period and clearly state your intention to withdraw from the purchase. Include your order number and the items concerned.
After notifying us of your withdrawal, you must send the goods back within 14 days, unless applicable law provides otherwise. Items should be handled with reasonable care. Where the value of goods has been diminished by handling beyond what is necessary to establish their nature, characteristics and functioning, a deduction may be made where permitted by law.
Unless the goods are faulty or the law requires otherwise, customers are responsible for the direct cost of returning goods when withdrawing from a purchase. Any applicable return-cost information will be provided as required before purchase.
The right of withdrawal may be subject to statutory exceptions, including for certain personalised goods or other categories specified by law. We will apply only those exceptions that are legally applicable to the order concerned.
4. Return Address
Approved returns should be sent to:
Pourandbead Returns
Calle Los Pirús 122-A, Col. Jalatlaco, Oaxaca de Juárez, Oaxaca, C.P. 68080, Mexico
Please contact us before sending a return so that we can provide the relevant instructions and help identify the order. Customers should retain proof of postage until the return has been resolved.
This request for prior contact does not restrict any statutory withdrawal right or other mandatory consumer right.
5. Damaged, Faulty or Incorrect Goods
If an item arrives damaged, faulty or different from what was ordered, please email pricing@pourandbead.com with:
- Your order number.
- A brief description of the issue.
- Clear photographs showing the item and the reported damage or discrepancy, where reasonably available.
We will assess the information and advise on the appropriate resolution. For straightforward cases, a refund or replacement may be arranged using photographs and without requiring the damaged item to be returned, where appropriate and permitted by law.
If further examination or return of the item is reasonably necessary, we will explain the next steps. Where the law requires the seller to bear return costs or provide a particular remedy, those requirements will apply.
Nothing in this section limits statutory rights relating to faulty, non-conforming or incorrectly supplied goods.
6. Refund Eligibility and Processing
Refunds may be available for valid withdrawal requests, confirmed delivery failures, eligible damaged or faulty goods, incorrect items, or other circumstances in which a refund is required by law.
Once a refund has been approved, it will normally be issued to the original payment method. Processing times may depend on the payment provider and the customer’s financial institution.
For eligible EU withdrawal requests, refunds will be made within the statutory period, generally within 14 days of receiving notice of withdrawal. Where permitted by law, we may withhold reimbursement until the goods have been received back or the customer has supplied evidence of having sent them back, whichever occurs first.
Where a different statutory remedy or deadline applies, the applicable legal requirement will take precedence.
7. Payment Methods
Payments on Pourandbead are accepted through the payment methods displayed at checkout, which may include:
- Visa
- Mastercard
- American Express
- Apple Pay
- Google Pay
- Supported electronic wallets
Refunds are normally returned to the original payment method used for the purchase. The time taken for the refunded amount to appear may vary according to the relevant payment service and financial institution.
8. Cancellations Before Dispatch
If you wish to cancel an order before dispatch, please contact pricing@pourandbead.com as soon as possible and provide your order number.
We will check the order status and advise whether cancellation can be processed before dispatch. If the order has already been dispatched, the applicable withdrawal and return procedure may apply.
This section does not restrict any cancellation, withdrawal or refund right required by law.
9. Return Condition and Responsibility
For a change-of-mind return, customers should take reasonable care of the goods while they are in their possession and return them in accordance with the applicable withdrawal rules.
Where a refund, replacement, repair or other remedy is required because goods are faulty, damaged or not as described, the customer’s statutory rights take precedence over any general return-condition requirements in this policy.
Pourandbead will assess each request based on the order information, the reported circumstances and applicable law.
10. Contact Information
For withdrawal notices, return instructions, refund requests or delivery enquiries, please contact:
Brand: Pourandbead
Registered Company: SERVICIOS COMERCIALES TECFLO, S. DE R.L. DE C.V.
Registration Number: SCT200625PFA
Email: pricing@pourandbead.com
Telephone: +52 2292647803
Address: Calle Los Pirús 122-A, Col. Jalatlaco, Oaxaca de Juárez, Oaxaca, C.P. 68080, Mexico
Website: www.pourandbead.com
Please include your order number in all correspondence. We aim to respond to customer enquiries within 24 hours on business days.