Refund Policy

Possible incidents with your order

By purchasing from Onereason.com.mx through the website, you agree to our Cancellation and Refund Policies listed below:

a) The recipient was not at home

  1. We will attempt to leave the gift with a neighbor. In the case of an office, the maximum wait time for the delivery person is 10 minutes. After this time, we will attempt to leave it with a coworker, receptionist, assistant, etc.
    If it is not possible to leave the gift with a neighbor:
    2.1. A notification will be left at the recipient's address informing them that we will be delivering their gift and that they must contact us to reschedule and deliver the order the following day. An email will also be sent to the sender with the same information. The second shipment will have an additional cost, so the representative will calculate the cost when you contact us to reschedule the order.
    On special dates such as February 14th and May 10th, the “Order Not Delivered” email may arrive after 6:00 PM or the next day.

b) Non-compliance with the product
Customers who make a purchase have a maximum of 48 hours to report their dissatisfaction. After this time, Onereason.com.mx will terminate its warranty policy on the product, as it is a perishable product.
To file a complaint, log in to your account and in the "My Account" section, you will find the "Order History" link. There is a button to file a complaint. Within a maximum of 5 hours, a representative will contact you by phone or email to follow up on your complaint.

If you are unhappy with the quality of the flower or the arrangement, you will be asked for a photograph to evaluate your complaint. Please send the photo to experiencias@onereason.com.mx so we can carefully review your order and provide a prompt solution.

*ONEREASON.COM.MX IS NOT RESPONSIBLE FOR DAMAGE OR MISSING ARRANGEMENTS OR GIFT WHEN LEFT AT RECEPTION, SECURITY, OR A CO-WORKER.

c) Rescheduling
In case the order is NOT delivered:
The customer must contact us within the next 24 hours; otherwise, rescheduling will not be possible and the service will be terminated with no possibility of a monetary refund or exchange of any kind.
The customer who makes the purchase agrees to provide the following information:
• Order number
• Delivery address
• Delivery time block
Shipping for rescheduling will have an additional cost, so when you speak by phone for rescheduling, the representative will calculate the cost for you.

d) Addresses with conditional delivery
One Reason attempts to deliver the arrangement according to the rules of each location, but is not responsible if these prevent delivery. Please note that some medical institutions do not allow delivery to rooms. One Reason does not issue refunds if delivery cannot be made due to this reason.

e) Delivery of rejected arrangements
If the recipient does not wish to receive the arrangement, the buyer will be notified. In this case, no refund will be issued.

f) Duplicate orders
If two or more identical orders have been placed and notification is received, the duplicate order may be canceled and a refund will be issued for the full amount of the duplicate order, provided the product has not been shipped or delivered.

g) Cancellations
Cancellations with refunds are only allowed up to 24 hours before the scheduled delivery date.

h) Coverage
If you have placed the order and do not have coverage at the indicated address, a refund for the full amount will apply.

i) Delivery times
Products are delivered in time blocks; when the order is delivered within the scheduled time block, refunds will not be issued.

j) Product availability
If the product is not available in the indicated city, we will contact you to exchange it for an available one or cancel the product or order, and a partial or full refund will apply.

If a refund is applied, the money will be reflected in 5 to 8 business days using the same payment method you used to pay.