Return Policy

Last update: May 4, 2026 – Effective: as of publication.

At Idolos.mx we want every piece of memorabilia to be an experience you will remember with pride. If for any reason the product does not meet your expectations, this policy explains how, when and under what conditions you can request a return, exchange or refund.

This Policy forms an integral part of our Terms and Conditions and is supplemented by the Shipping Policy. In the event of any discrepancy between documents, this Policy prevails for all matters relating to returns, exchanges and refunds.

Vendor identification

• Corporate name: Grupo Idoli, S.A. de C.V. (commercially operating as “Club de Ídolos” / “Idolos.mx”, hereinafter“ÍDOLOS“).
• RFC: GID220324ER0
• Fiscal address: Durango 245 int 203A, Col. Roma Norte, Cuauhtémoc, C.P. 06700, Mexico City.
• Customer service: [email protected] – WhatsApp +52 55 6542 3455.

2. Deadline to request a refund

You have 30 calendar days from the day you receive the product to request a refund. This period applies to returns due to regret (change of opinion), provided that the conditions of section 4 are met.

For returns due to defect, shipping error or material discrepancy with the description, the deadline is 72 hours from receipt to report the incident; ÍDOLOS assumes the return shipping costs in these cases (section 6).

3. Eligible and ineligible products

3.1. Products eligible for return

• Signed and regular catalog memorabilia (jerseys, balls, photographs, posters, gloves, bats, helmets, etc.).
• Framed products in their original packaging.
• Products sold at regular price or with promotional discount.

3.2. Products NOT eligible for return

Due to their unique nature, the following pieces cannot be returned for regret, unless they present a material defect or discrepancy with their description:

• Signed items with personalized dedication (“To [name]”, special inscriptions).
• Products made or customized on request (custom orders, orders by private session).
• Pieces labeled as “Final Sale”, “Final Clearance” or “Non-Refundable One Piece” on the product page.
• Digital products (certificates issued as NFT, downloadable content).
• Gift cards / gift cards.
• Products whose physical authentication requires opening the sealed package and which have already been opened by the customer without good cause.

4. Conditions of the product at the time of return

For the return to be accepted, the product must meet all of the following conditions at the time of return:

1. Be in the original packaging, sealed or with reusable seal when applicable. Secondary packaging (boxes, bags) should be retained.
2. Retain all certificates of authenticity (PSA, JSA, Beckett and IDOLOS internal certificate) in their physical form and, when applicable, labels or seals from the authentication provider.
3. Retain all tags, hangtags, security hologram and accessories included at the time of original shipment.
4. No damage attributable to the customer: scratches, stains, folds, discoloration due to exposure, humidity residues, marks of use or installation.
5. Be accompanied by proof of purchase (order number, receipt or invoice).
6. Be packed for return transport with protection equivalent to that of the original shipment (rigid box, bubble wrap, reinforcements).

Failure to comply with any of the above conditions entitles ÍDOLOS to refuse the return or to apply a discount to the reimbursement for the loss of value of the item, according to photographic and videographic expertise at the time of inspection.

5. Step by step procedure

1. Request a refund within 30 calendar days by writing to [email protected] with the subject “Return – Order #[number]”. Includes:
   • Order number and name of the holder of the purchase.
   • Reason for return (regret, defect, shipping error, discrepancy with description, etc.).
   • Photographs of product received, certificate, labels and packaging (minimum 6 clear photographs).
   • When applicable: short video of the state of the product at the moment of opening (“unboxing”).
2. Analysis and response: ÍDOLOS responds within a maximum of 2 business days indicating whether the return proceeds and providing a Return Authorization Number (RA-#).
3. Return shipment: the customer sends the product to the address indicated by ÍDOLOS, within 10 calendar days after authorization. It is essential to include the RA-# visibly labeled on the package.
4. Receipt and inspection: Once the package is received, ÍDOLOS has up to 5 working days to inspect the product, verify authenticity, packaging conditions and certificates. This inspection is documented with video and photographs.
5. Resolution: ÍDOLOS notifies by mail whether the return is approved, rejected, or proceeds with a discount for partial damage.
6. Refund: When the return is approved, IDOLOS processes the refund within 5 to 10 business days to the original payment method (section 7).

6. Return shipping costs

The customer must use a parcel with a traceable waybill and insurance against loss. ÍDOLOS is not responsible for packages lost during the return when the customer chose a service without tracking or insurance.

7. Form and term of reimbursement

• Refunds are issued to the same payment method used for the original purchase. Refunds are not issued in cash, to different cards, or to third parties.
• Credit or debit card (Openpay): refund is processed within 5-10 business days after approval. Final reflection time on the customer’s statement depends on the issuing bank (may take 1-2 additional billing cycles).
• Months without interest (MSI): the reimbursement is applied as a credit to the card. Outstanding installments will be cancelled by the issuing bank according to its policies. If the customer has already paid any monthly installments, the bank will refund the amounts to the balance.
• SPEI transfer (when applicable): will be credited to the CLABE account indicated by the client, after identity validation.
• ÍDOLOS does not cover interest charges, bank commissions or exchange differences between the date of purchase and the date of redemption.

8. Exchanges (exchange for another item)

If the customer prefers an exchange instead of a refund, he/she may request:

• Exchange for size, color or variant of the same product, subject to availability.
• Exchange for another item of equal value, paying or receiving the difference in balance.
• Store credit valid for 12 months, equivalent to the amount of the returned product.

Changes follow the same procedure as in section 5. The new shipment is quoted at the current price.

9. Undelivered or long delayed products

If more than 15 business days have passed since the estimated delivery date and you have not received your order, please contact us at [email protected] with your order number. We will initiate an investigation with the courier and, in case of confirmed loss, we will offer a replacement product (subject to stock) or a full refund.

10. Consumer Rights (PROFECO / LFPC)

The provisions of this Policy apply without prejudice to the rights that the Federal Consumer Protection Law (LFPC) recognizes the customer, in particular:

• Article 7 LFPC: right to truthful and verifiable information.
• Article 56 LFPC: in sales at home, outside the establishment or by electronic means, the consumer has the right to revoke his/her consent within 5 business days following the delivery of the good or the signing of the contract, without the need for justification. This power is independent and additional to the 30-day voluntary term granted by ÍDOLOS in this Policy.
• Article 92 LFPC: the consumer may opt for reimbursement, replacement or bonus when the thing delivered does not comply with the characteristics offered or presents hidden defects.

For complaint or conciliation before PROFECO:

• Consumer Telephone: 55 5568 8722 (CDMX) / 800 962 8722 (rest of the country).
• Concilianet online: https://concilianet.profeco.gob.mx

11. Modifications to the Policy

ÍDOLOS reserves the right to modify this Policy. Substantial changes will be posted at least 15 calendar days prior to their effective date on this page. Purchases made prior to the effective date will be governed by the Policy in effect at the time of purchase.

12. Contact

• E-mail: [email protected]
• WhatsApp: +52 55 6542 3455
• Attention in branch: by appointment at Durango 245 int 203A, Col. Roma Norte, CDMX (Monday to Friday 10:00 – 18:00 hrs).

This Policy is complemented by the Terms and Conditions, the Shipping Policy, the Payment Terms and the Idolos.mx Privacy Notice. All of them form a single regulatory body of the Site.