Welcome to the online shopping website longvoyage.mx, this site is owned by LONGVOYAGE with fiscal address at: ADOLFO LOPEZ MATEOS 3111 BODEGA 5 Col. El Rosario CP:37125 under the Federal Taxpayer Registry: LVO1704051I2, as an online shopping service for our customers.

It is important that the user and/or visitor review the following PURCHASE POLICIES that govern any product purchase on the longvoyage.mx website as well as purchases made at our points of sale.

For this reason, by favoring us with their purchase, the user assumes that they have read, understood and fully accepted the PURCHASE POLICIES stipulated by our company, releasing us from any liability outside of what is established in our guidelines.

The Terms of Purchase were last updated on December 19, 2023.

1. PRICE POLICY

All prices shown are exclusive to the website www.longvoyage.mx, are independent and may be different from the prices displayed and stipulated in our branches because commercial conditions are different due to distribution, competition and market factors.

Furthermore, all current prices include 16% VAT and are subject to change without notice.

2. PRODUCT AND CONTENT CLAUSES

The information on the products advertised on the website is accurate and corresponds to their characteristics.

We also accurately display the colors of our products that appear on the site.

However, the actual colors you see will depend on the monitor you are using and therefore LONGVOYAGE cannot guarantee the accuracy of any of the colors displayed on your monitor.

3. PRODUCT QUANTITIES AND AVAILABILITY

This site has a minimum and maximum purchase system.

This means that there will be products with a limit on minimum and maximum purchase quantities, which are predetermined for each product to avoid fraudulent purchases.

Likewise, if your shopping cart does not allow you to purchase the required quantity of product, you must contact us at our customer service telephones so that we can process your purchase order through one of our executives, which is why the price conditions or promotions may be different from those offered online.

Regarding availability, the sale of certain high-demand items may be limited to a certain number of pieces available in stock and therefore this situation will be communicated to you if there is any inventory shortage in your order.

The purpose of our executives' communication with you is to follow up on your order in order to establish with you a new delivery date for the missing product or a full/partial refund of the order following LONGVOYAGE's return policies.

4. PURCHASE ORDER PROCESSING

Once your order is placed, you will be sent an email with the order number, details of your data, desired delivery method, payment method and description of the product(s) requested.

The above does not mean that the payment has been authorized or processed by the bank or payment method selected, nor that the order has been confirmed.

If the payment is validated or authorized, we will subsequently send you an email confirming the order and providing details of the purchase.

For orders requesting payment via electronic transfer or deposit, your payment confirmation will be sent to you once your check, deposit or transfer has been confirmed by our Finance Department.

Any payment via transfer, deposit or check is considered “Unless Good Collection”, therefore, until authorization is obtained from our Finance department, the merchandise cannot be sent or delivered to the customer.

In the event that your products are purchased via Paypal, the charge will not be made until it has been confirmed that the requested material is available.

Likewise, if your PayPal account does not transfer the total amount of the purchase, the shipment will not proceed until the operation has been covered in its entirety.

Once you have placed your purchase order, which can also be paid via PayPal, Stripe (or any active payment gateway on the page that allows it), transfer, deposit or at our points of sale, you will have 2 calendar days to make your payment. If we do not receive it, your online order will be cancelled by our staff and you will lose the possibility of purchasing said product at the price or promotion of your interest.

If when making your purchase or purchase order, it is detected that the required stock is not available, an email will be sent indicating the products we have for immediate delivery, delivery time and the procedure to make payment for the pending material to be purchased, as well as the method to pick up or send the order.

This only in certain cases when we do not have the requested items due to high demand and the rotation of our products.

Promotions and discounts will only be honored for payments made within the validity period indicated in each promotion.

If your purchase contains any discounted or promotional item, full payment for the order must be made within the promotional period, otherwise the order for said item will be cancelled.

5. ORDER ACCEPTANCE AND PAYMENT CONFIRMATION

Once the order is placed on our website, the purchasing process begins.

For this reason, if within the next 36 hours you do not receive the purchase confirmation email where your payment has been validated or authorized, you must enter the page and access your account (if you are registered) to verify the execution of your order or call our customer service telephones and check the status of your order.

Once your payment has been validated, the products will be sent to the address provided according to the delivery time informed in the confirmation or you will be contacted to inform you of the date on which you can pick up the items according to the delivery method requested in your purchase.

In any case where additional information is required to accept your order, you will be contacted by telephone within a maximum of 24 to 48 hours after your purchase to provide the necessary identification to validate your payment method.

By making a purchase on our website or physical store, the customer agrees to receive commercial communications, advertising and promotions through the following means of contact provided during the purchase process: WhatsApp, email and text messages (SMS).

These communications may include information about our products, services, special events and other promotional offers.

The customer may opt out of receiving such communications at any time by following the instructions provided in each message or by contacting our customer service team.

6. WARRANTIES

At longvoyage we care about the attention and satisfaction of our customers.

If you have purchased on the official website or through official WhatsApp channels, all our products have a satisfaction guarantee for the first 5 calendar days during which you can return or exchange your product at no cost.

Once the product arrives at our warehouses, you will be reimbursed.
*(It is essential that the product retains its original label to make the refund valid)

-Within the next 25 days you can return your product due to a factory defect. The defect will be analyzed by our quality department to validate the refund, but the cost of return shipping will be at your expense.

-After 30 days you can no longer make use of any of the previous return and refund guarantees.

*(When adding personalized initials, the product cannot be returned).

Once the user contacts us, presents their warranty case and sends us their product, the warehouse and quality control area will process said warranty within a period of no more than 7 business days and, depending on the case, the refund, adjustment, repair or physical exchange of the product will be carried out to later be returned to the customer.

For a warranty to proceed and for us to receive your product, the following is required:

– *To make the satisfaction guarantee valid, the product must retain its original label without being removed.

– The product does not show damage due to misuse or abuse.

– Items must contain all original accessories.

– Deliver the product in packaging that will protect it completely during its transfer to our warehouses.

– Finally, the support area will provide you with a tracking number to include for shipping.

7. RETURNS

For LONGVOYAGE the most important thing is that our customers feel satisfied with their purchases.

For any type of refund and in case of having paid through our digital payment gateways, the time for the refund of the funds will be subject to the time established by said platforms as well as that established by the Receiving Bank.

Likewise, all refunds will be made using the same payment method received and cannot be made using any other means.

In the event that a return of any of our products is required, all items must be returned in their original packaging as well as with all their original accessories and labels.

*$150 will be charged for returns of customized products. This is due to the part exchange we need to make.

STEPS FOR RETURNING A PRODUCT:

You report your case through the following means:
Whatsapp: 479 200 0377
Email: apoyo@longvoyage.mx

You add the following information:
-Full Name
-Order number
-Describe the reason for the return.

In case of factory defect:
Describe the problem you have with your product along with about three photographs from different angles as evidence.

-Once this information is validated, we will send you a guide and the designated courier will pick up the product.

-When the product arrives at our warehouses, it will be analyzed and the refund will be issued based on the results of the analysis.

*If your return is covered by the satisfaction guarantee, there will be no charge for the shipping guide.

*If your return was covered by the factory defect warranty, once the refund has been authorized based on the analysis of the problem, you will be refunded the difference in the payment you made for the product minus the cost of the shipping guide.

8. CANCELLATIONS

Your order begins to be processed immediately after clicking on “Place Order”; if you request a cancellation of your product, it is recommended that you contact one of our advisors and they will be happy to help you request your cancellation.

If you are unable to inspect the product upon receipt of your delivery and subsequently find defects or damage, you have a period of no more than 5 days to make your satisfaction guarantee valid and request a free exchange and/or return.

9. TOTAL DELIVERY TIME OF AN ORDER

The total delivery time of your order is the period of time from the moment you place the order until the moment you receive it.

The total delivery time of an order is made up of two parts: processing time and shipping time.

The processing time corresponds to the validation of your order by the LONGVOYAGE team, confirmation of payment, billing, packaging of your order and delivery of the same to the parcel service, therefore the processing of your order may take 1 to 2 business days.

It is important that the user checks the delivery times before validating their purchase since we offer different shipping methods and in all of them the shipping period will start to run from the moment you receive the confirmation email of your shipment:

Shipping by parcel:

– Express shipping with additional charge (1 to 4 business days)

– Free Shipping (3 to 7 business days)

If you require your package to arrive in less time than established, it is important to contact one of our advisors.

For purchases via WhatsApp, if you request express shipping, please notify one of our advisors so that they can consider it when finalizing the order and we can send you your payment order and/or quote so that you can make your payment using the requested shipping method.

10. SECURITY OF YOUR LONGVOYAGE.MX ACCOUNT

For your greater security, we provide you with our contact email where you must notify us of any unauthorized use of your account or password.

For this reason, we remind you that as a user and/or account holder, you are solely responsible for keeping your password and other secure account identifiers confidential.

11. STEPS TO MAKE YOUR PURCHASE

1. Search and select the product of your interest through our menu bar and submenus or through our search engine located at the top right of the Site.
   
2. Once you have found the product you are interested in, click on the “Add to Cart” button to continue shopping or “Buy Now” to proceed with payment for your product.
   
   
3. Upon reaching the “Place Order” screen, the user will have the option to make the purchase as a guest, register as a new user, or access their account to identify themselves during the purchase process.
   
   
4. Additionally, the user must provide their billing information, fill out the shipping information, select the shipping method, provide the payment information and finally have read and accepted the terms and conditions of purchase to proceed to click on the “Place Order” button.
   
   
5. It is strongly recommended that our customers register as users in order to track their order as well as to keep their information updated for future deliveries.
   
   
6. Once your purchase is made, it will be in the preparation process for subsequent shipping.
   
   
7. You can track the status of your order through WhatsApp chats with our advisors by sharing your name and order number.

In the event that we experience high demand for products and for the same reason the product you are interested in is out of stock, one of our executives will contact you shortly to inform you of delivery times and shipping dates.