Exchanges and returns
If something arrived with a manufacturing defect or is not what you ordered, we sort it out with you directly.
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You may change your mind within 5 business days
Under article 56 of Mexico's Federal Consumer Protection Law, you may withdraw your consent with no liability within five business days of receiving your order, and without giving us a reason.
Let us know on WhatsApp at +52 477 142 0606 or at contacto@tietails.com within that window and return the piece unused and in its packaging. We refund the price paid through the same method you used.
In this case — unlike a manufacturing defect — return shipping and insurance are at your expense, as that same article provides.
Manufacturing defect or wrong item
Message us on WhatsApp at +52 477 142 0606 or email contacto@tietails.com with a photo of the piece and your order number. If a knot came badly closed, a leash seam failed, or you received a different color than you ordered, we replace it or refund you — your choice.
Return shipping is on us in these cases.
You may file your claim within two months of receiving the product, and we resolve it within 15 days at most. Where a refund applies, we issue it through the same payment method you used. In the cases set out in article 92 of the Federal Consumer Protection Law you are also entitled to a bonification.
Wear from use
Normal wear from use — progressive fraying, rope losing firmness — is not a manufacturing defect.
Regardless, keep your receipt: if wear happens prematurely or abnormally, we review the case.
If we disagree on the diagnosis, the call is not ours alone: you may turn to Mexico's federal consumer protection agency. What we say does not replace your right to complain.