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Return, Replacement and Refund Policy


DISFRUTA LATAM, S.A. DE C.V.

(In compliance with the Federal Consumer Protection Law, the Mexican Official Standards on health matters and the principles of food safety applicable to perishable products)

1. Purpose and Legal Basis 2. Products Not Eligible for Return 3. Products Eligible for Return​ 4. Return Procedure  5. Additional Conditions    6. Policy on Handling and Return of Containers, Bins, and Returnable Materials  7. Jurisdicción y competencia   8. Customer Support    

1. Purpose and Legal Basis

This policy establishes the guidelines under which DISFRUTA LATAM, S.A. DE C.V. (“DISFRUTA™”) will process requests for product returns, replacements, or refunds, as well as the use, handling, and return of plastic containers and returnable materials owned by the company, in accordance with:

  • Articles 1, 2, 7, 10, 32, 33, 56, 85, 86, and 92 Bis of the Federal Consumer Protection Law (LFPC) of Mexico.

  • Official Mexican Standards NOM-120-SSA1-1994 (Hygiene and sanitation practices for food handling) and NOM-251-SSA1-2009 (Hygienic practices for the processing of food, beverages, and dietary supplements)

  • The traceability, hygiene, and food safety principles established by SADER and COFEPRIS.

2. Products Not Eligible for Return

For food safety reasons and in accordance with applicable sanitary regulations, DISFRUTA™ will not accept returns in the following cases:  

a. Products sold in bulk, without individual packaging or container.

b. Perishable or temperature-controlled products such as fruits, vegetables, greens, refrigerated or frozen goods. .

c. Products whose original packaging has been opened, altered, handled, or no longer preserves its original storage conditions.

d. Products delivered more than 48 (forty-eight) hours prior without a duly reported incident in accordance with established procedures.

e. Products marked as clearance, liquidation, or final sale, previously communicated to the consumer.

3. Products Eligible for Return​

Only pre-packaged or factory-sealed products may be considered for return when:

  1. There is verified quality non-compliance by the manufacturer or supplier (defective, spoiled, or organoleptically altered product). 
  2. Cross-contamination or presence of foreign materials or substances is detected.

  3. A product different from the one ordered was delivered due to an error attributable to DISFRUTA™.

4. Return Procedure 

All return requests must be processed exclusively through the Customer Service section on our website www.disfruta.com.mx, following these steps::

  1. Registro de solicitud:
    El consumidor o cliente deberá ingresar a su portal en disfruta.odoo.com/helpdesk y seleccionar la opción “Reportar incidencia o devolución”, dentro de un plazo máximo de 24 (veinticuatro) horas contadas a partir de la recepción del producto.

  2. Documentation:
    The customer must provide: 

    • Photographic or video evidence of the defect or contamination.
    • Order number or invoice.
    • Brief description of the issue.
    • CConfirmation that the cold chain was maintained (if applicable)

  3. Technical Evaluation::
    DISFRUTA™ will carry out a technical review of the case and may request additional information or inspection.

  4. Resolution:
    If the return is approved, DISFRUTA™ may, at its discretion:

    a) Replace the defective product;
    b) Issue a refund for the corresponding amount; or 
    c) Issue a credit note or balance in favor of the customer.

  5. Response Time:

    Valid return requests will be resolved within 10 (ten) business days from the date the complete claim documentation is received.

  6. Costos de envío o recolección:
    En devoluciones aprobadas por defecto de fabricación o contaminación, DISFRUTA™ asumirá los costos razonables de recolección o envío del producto. En cualquier otro caso, los costos correrán por cuenta del cliente.

5. Additional Conditions   

If the product cannot be returned for sanitary reasons, DISFRUTA™ may authorize its controlled disposal, provided that the customer documents the destruction in compliance with applicable regulations.

Failure to report within the established timeframe releases DISFRUTA™ from any obligation to replace or refund the product.

The customer expressly acknowledges that perishable or cold-chain products are considered for immediate consumption, and acceptance at the point of delivery constitutes full agreement with the condition of the goods.

6. Policy on Handling and Return of Containers, Bins, and Returnable Materials

The use and handling of plastic containers, bins, pallets, tandems, totems (IBC containers), trailers, and any other returnable materials owned by DISFRUTA LATAM, S.A. DE C.V. shall be governed by the following provisions::

  1. Returnable materials are the exclusive property of DISFRUTA LATAM, S.A. DE C.V., and may only be used for the transport, storage, and distribution of DISFRUTA™ products between the company’s warehouse and the customer.

  2. Returnable materials are the exclusive property of DISFRUTA LATAM, S.A. DE C.V., and may only be used for the transport, storage, and distribution of DISFRUTA™ products between the company’s warehouse and the customer.

  3. Returnable materials are the exclusive property of DISFRUTA LATAM, S.A. DE C.V., and may only be used for the transport, storage, and distribution of DISFRUTA™ products between the company’s warehouse and the customer.

  4. Expressly prohibited:
    • Reuse of containers or materials for purposes other than transporting DISFRUTA™ products.
    • Loan, rental, or use at third-party facilities.
    • Prolonged storage beyond the established period.

  5. Misuse, damage, or loss of returnable materials shall generate an automatic charge to the customer for the commercial value of the asset, without price negotiation, as indicated in the corresponding Addendum, Invoice, or Delivery Note.

  6. The customer acknowledges that these materials are returnable fixed assets, and their economic value shall be stated in the commercial documents issued by DISFRUTA™.

  7. In case of failure to return or damage of such materials, DISFRUTA™ may:

    a) Issue a direct charge to the customer’s account.
    b) Withhold pending payments or equivalent credit notes; or
    c) Temporarily suspend future deliveries until restitution or payment is made.


7. Jurisdiction  


For the interpretation and enforcement of this policy, both parties submit to the laws and Competent judicial authorities of the city of León, State of Guanajuato, Mexico, expressly waiving any other jurisdiction that may correspond to them.

8. Customer Support  


All requests, clarifications, or notices related to this policy must be submitted through:

 

 

Last Update: November 2025

DISFRUTA LATAM, S.A. DE C.V.

Certified Mexican Company in Food Safety and Sustainable Handling