Exchanges and Returns
Last updated: 2026
We want you to receive authentic, complete products in good condition. Here’s
how we handle exchanges, returns, and refunds.
Check your order upon receipt
All products are inspected before being delivered or shipped. Even so, we recommend that you
check the package and its contents immediately upon receipt.
If the product arrived damaged, incorrect, or incomplete, please report it within
the first 24 hours after delivery: this facilitates verification with the
shipping carrier. This timeframe does not limit your legal rights or claims
related to defects or hidden defects.
How to File a Claim
Contact us through any of our customer service channels and provide your order number,
invoice, confirmation email, or other information that allows us to verify the purchase.
When applicable, we may ask you to provide photos or videos of the product, its seals,
the outer packaging, and the shipping label. The lack of immediate photos or videos does not
result in the automatic rejection of your claim.
Cases Where a Resolution Is Appropriate
We will evaluate and address your case when any of the following situations occur:
- Incorrect, damaged, incomplete, expired, or defective product
- Hidden defect
- Quantity or quality less than what was offered
- Product does not match the description or advertisement
- Improper charge
- Breach attributable to the store
- Item Unavailable After Payment
- Valid exercise of the right of withdrawal
Depending on the circumstances and applicable law, the solution may consist of a replacement,
exchange, order correction, credit, refund, or any other measure agreed
upon with you.
Personal care products and cosmetics
For hygiene and safety reasons, we do not accept exchanges or voluntary returns of
products that have been opened, used, altered, tampered with, or that no longer have their original seals and packaging
.
This restriction does not apply if the product is defective, expired, delivered
in poor condition, does not match the order, has a hidden defect, or there is
another cause attributable to Mango K-Beauty Shop.
We recommend performing a sensitivity test before first use, especially if
you have sensitive skin.
Right of Withdrawal for Distance Purchases
For purchases made outside of a retail store—including those made online
or by phone, where applicable—you may exercise your right of withdrawal within
five business days of the purchase, provided you have not used the
product.
To facilitate the process, the product must retain its seals, accessories, any included gifts
, and original packaging. Please notify us of your decision through our customer service
channels within the specified timeframe; we will inform you of the return procedure and, once
we have verified compliance with the applicable conditions, we will process the refund of
the corresponding amounts in accordance with the law.
Situations That Do Not Qualify for an Exchange or Refund
Except as provided by law and in cases where the right of withdrawal applies, we do not
accept exchanges or returns for:
- Changes of mind, for purchases made in-store or on the website
- Incorrect product selection
- Personal expectations regarding cosmetic results
- Individual skin reactions
- Opened or used products that are in good condition and match the order
An individual reaction is not considered, in and of itself, a product defect. This does not limit
your right to file a claim if the product is expired, tampered with, defective, mislabeled, or does not
match what was offered.
Who covers the costs?
When the exchange or return is due to a store error, an incorrect product,
damage, a defect, or any other cause attributable to Mango K-Beauty Shop, we cover the necessary costs
of pickup and reshipment.
If we accept a voluntary exchange that is not related to a defect or error
attributable to the store, you will be responsible for the shipping costs, and we will inform you of this before
arranging for the product to be shipped.
Refunds
Refunds may be issued, among other cases, due to unavailability, incorrect or duplicate charges
, an accepted cancellation prior to shipment, non-compliance, a defective product
or one with a hidden defect, the inability to make the corresponding exchange, or
the valid exercise of the right of withdrawal.
Once approved, we will process the refund without undue delay and, whenever possible, via
the same payment method you used. If this is not possible, we will arrange another
method with you. The time it takes for the refund to appear in your account may depend on your bank or the payment
provider.
Canceling an Order
You can request to cancel your order before it is shipped. If the package has already
been handed over to the shipping carrier, we will process your request in accordance with the
applicable rules for cancellations, exchanges, and returns.
Customer Service Channels
WhatsApp (messages only): +502 3041-6829
Phone: +502 3042-0578
Email: info@mangomartgroup.com
Address: Gaudí Building, Zone 14, Guatemala City.
Please have your order or invoice number handy, along with a clear description of your request. All
claims are addressed and evaluated based on the circumstances of each case.
This information supplements, but does not limit, your rights as a consumer under Guatemalan law
. Full details are available at
https://mangogt.com/politicas-terminos-y-condiciones-de-uso/