Returns

Returns and Refunds Policy — LAKERAIN

Last updated: October 25, 2026

At LAKERAIN, we want you to shop with peace of mind. If you are not satisfied with our mask, we will refund part or all of your money, depending on the condition of the product.

1. 60-Day Guarantee

You have 60 calendar days from the date you receive your order to try LAKERAIN. If you are not satisfied, we will refund 50% of what you paid, even if you have already opened and used the product. You do not need to return it: we will simply ask you to send us a photo.

Return shipping costs. If you cancel your purchase within 5 business days of receiving it and the product is unopened, we will refund 100% of the product price. You are responsible for return shipping costs, in accordance with Article 56 of the Federal Consumer Protection Law. If your order arrived damaged, incomplete, or incorrect, we will cover the shipping cost or refund you without requiring a return.

The 50% satisfaction guarantee may be used once per customer and does not apply to subsequent purchases.

2. Packs of 2 or 3 tubes

The 50% guarantee applies to the total amount you paid for the pack. Example: $549 duo set → we will refund you $274.50.

3. How to request your refund

  1. Write to us at pruebalakerain@gmail.com with:
    • your order number;
    • the name used to make the purchase;
    • a photo of the product;
    • the reason, briefly (this helps us improve).
  2. We will respond within 24 hours with your Return Merchandise Authorization (RMA) number. If you have unopened tubes to return, we will also send you the return shipping label and address.
  3. Do not send any package without your authorization number. Write it on the outside of the box; we cannot process packages that arrive without it.

4. Refund timelines and methods

 Opened or used product (no physical return): we will process your refund within a maximum of 3 business days after approving your request.

  • Unopened tubes returned to us: we will inspect them and process your refund within a maximum of 5 calendar days after receiving them.
  • Payment by credit or debit card, Google Pay, or Apple Pay: the refund will be issued to the same payment method. Depending on your bank, it may take an additional 3 to 10 business days to appear on your statement.
  • Payment at OXXO: we will issue a bank transfer. Send us your 18-digit CLABE interbank code and the account holder's name.
  • These exclusions apply only to the satisfaction guarantee and do not limit your rights regarding defective products or your right to cancel.

We will notify you by email at each stage.

5. Damaged, incomplete, or incorrect product

If your order arrives damaged, incomplete, or with a different product, write to us within 7 calendar days of delivery with:

  • your order number;
  • photos of the product and packaging;
  • a photo of the shipping label.
  • Please notify us within the first 7 days so we can resolve the issue more quickly.

In these cases, we will send you a free replacement or refund 100%, whichever you prefer.

6. Cancellations

Access to the guarantee is subject to the conditions in Section 1.

You can cancel your order free of charge and receive a 100% refund as long as it has not yet been shipped. We ship within 1–3 business days, so please write to us as soon as possible. If your order has already shipped, you can receive it and use the 60-day guarantee.

7. Exchanges

If you prefer to exchange your order for a different pack, write to us within 60 days and return the unopened tubes. We will help you with the exchange, subject to availability. You only pay the difference, or we will refund it to you.

8. Exceptions

Returns do not apply in the following cases:

  • Products clearly marked as "final sale" or "non-returnable" in special promotions. This will always be indicated before payment.
  • Packages sent without an authorization number (RMA) or to an address other than the one provided.
  • Purchases made outside www.pruebalakerain.shop.

9. Responsible use of the guarantee

Our guarantee is based on trust. We may reject fraudulent requests and limit the guarantee for accounts with an abusive return pattern, such as repeated requests across multiple orders. This does not affect the rights granted to you by law.

10. Your rights as a consumer

This policy does not limit the rights granted to you by the Federal Consumer Protection Law. For online purchases, you have at least 5 business days from the date you receive the product to revoke your purchase, under the terms set by law.

11. Contact

  • Email: pruebalakerain@gmail.com
  • Customer service hours: [Monday to Friday, 9:00 a.m. to 6:00 p.m.]
  • Legal name: [name of the person or company]
  • Address: [tax or contact address]