Exchanges & Returns

This policy sets out the conditions and process for requesting order cancellations, returns, and warranty service for WARAUDIO products. None of its provisions limit the rights recognized under Mexican consumer protection law.

1. Order Cancellation

If you wish to cancel a purchase made directly through our online store, email support@waraudio.com as soon as possible and include your order number.

If the order has already shipped, we will inform you of the applicable return process. Shipping the product does not, by itself, waive your legal rights to cancellation, return, or warranty coverage.

2. Returns for Online Purchases

For purchases made directly through the WARAUDIO online store, you have 30 business days from the purchase date to request a return.

You must email support@waraudio.com within that period. The product does not need to arrive at our facilities before the deadline, as long as you submitted the request on time.

This commercial benefit is in addition to your right to withdraw your consent within the five business days following delivery of the product or signing of the contract, whichever occurs later, by providing verifiable notice.

The commercial return period does not limit the validity of the warranty or the legal deadlines for filing claims.

3. Purchases Made Through Distributors

During the first 30 calendar days after delivery, you may request initial service directly from the distributor where you purchased the product, presenting a receipt that identifies the purchase.

This period does not constitute the limit of the warranty and does not prevent you from contacting WARAUDIO directly to request service.

If you purchased through another store or platform, identify the seller shown on your receipt and provide this information when submitting your request.

4. Product Warranty

Products sold with a warranty will have a minimum coverage of 90 calendar days from delivery. Where the applicable warranty policy provides a longer period, that coverage will be honored.

The scope, conditions, and specific warranty process will be set out in the policy applicable to each product, without reducing consumers' legal rights.

5. How to Submit a Request

Email support@waraudio.com with the subject line:

"Service Request — [order number or model]"

Include the following information:

• Your full name and contact phone number.

• Order number or receipt that identifies the purchase.

• Name of the distributor or platform, when applicable.

• Product model and serial number, if available.

• Purchase date and delivery date.

• A clear description of the issue and the circumstances in which it occurred.

• Photos or video showing the problem, when possible.

If the defect cannot be documented with images or video, explain it in the email. The absence of this material will not prevent your claim from being registered.

6. Incorrect, Incomplete, or Damaged Products

If you receive a product different from the one you purchased, notice missing items, or find damage, report it as soon as possible.

Keep, where possible, the packaging, accessories, labels, and any evidence that may help with the investigation.

If continued use of the equipment could worsen the issue or create a risk, stop using it and contact support for guidance.

7. Technical Review and Follow-Up

WARAUDIO will review the information received and, when necessary, coordinate with you the receipt of the product for evaluation.

The review will aim to identify the defect, its cause, and the applicable coverage. An unfavorable decision must explain the findings and the evidence supporting it; it is not enough to generically state that there was "misuse."

We will notify you in writing of the decision and the next steps. Any paid repair or service will require a quote and your prior approval.

The evaluation and follow-up will respect applicable legal deadlines. For claims covered by Article 92 of the Federal Consumer Protection Law, the maximum period of 15 days set out in Article 93 will apply to resolving them.

8. Shipping and Receipt of Products

Before sending the equipment, ask support for instructions on how to label, protect, and ship the product. This logistics coordination does not condition the timely exercise of your rights.

WARAUDIO will cover shipping costs for approved warranty claims.

When a return results from exercising the right of withdrawal under Article 56 of the Federal Consumer Protection Law, shipping and insurance costs will be borne by the consumer.

For other commercial return cases, support will inform you in advance of any applicable costs, in accordance with applicable law.

9. Solutions and Refunds

When a claim is approved, the legally applicable resolution options will be honored, including replacement, refund, or other measures appropriate to the case.

If a refund applies, the amount and processing date will be provided in writing. The refund will be issued through the same payment method used for the purchase, unless you expressly agree to another method.

Store credit, account balance, or substitute products will not be imposed as the only option when a monetary refund is due.

10. Contact and Service Address

Support email:
support@waraudio.com

Address:
Blvd. Antonio Rocha Cordero 509, Tarragona, C.P. 78384, San Luis Potosí, S.L.P., Mexico.

Please coordinate with support in advance for product receipt or shipment.

This policy does not limit your right to seek guidance or file a claim with the Federal Consumer Protection Agency (PROFECO).

Last updated: November 2, 2026.