At Mundo Ozana, we strive to process and ship every order as quickly as possible so that our customers can enjoy their products in the shortest possible time. For this reason, cancellation requests are subject to the following terms.

Order Cancellation

Orders may be canceled within the first 12 hours after purchase, provided that the order has not been processed, prepared for dispatch, or shipped.

Once the order has been prepared for dispatch, processed for shipment, or handed over to the courier service, it will not be possible to cancel it.

Mundo Ozana reserves the right to refuse a cancellation request when the order is already in any of these stages.

How to request a cancellation?

To request an order cancellation, you must contact us as soon as possible and include the following information:

• Full name of the person who made the purchase.
• Order number.
• Email used when making the purchase.

You can contact our customer service team by email or via WhatsApp at (787) 600-5802.

Submitting a cancellation request does not guarantee that the order can be canceled. The cancellation will only be considered approved after receiving confirmation from Mundo Ozana.

Refunds for canceled orders

When a cancellation is approved, the corresponding refund will be processed, whenever possible, using the same payment method used to make the purchase.

Once the refund is issued by Mundo Ozana, the time it takes to reflect in the customer's account will depend on the banking institution, credit or debit card company, or payment method provider used. This process may take several business days and is beyond the control of Mundo Ozana.

Shipping charges or other charges associated with an order that have already been incurred or are considered non-refundable by the corresponding provider may be excluded from the refund, when permitted by applicable law.

Personalized and autographed products

Personalized products, specifically prepared for a customer, autographed upon request, dedicated, or modified according to particular instructions cannot be canceled, exchanged, or refunded once their preparation has begun, unless they present a defect attributable to Mundo Ozana or when applicable law provides otherwise.

Workshops, shows, plays, and events

Purchases of tickets, reservations, or spaces for workshops, shows, plays, performances, and other events are considered final sales and are not cancellable or refundable, except when:

• The event is canceled by Mundo Ozana or the corresponding organizer.
• A different policy is expressly announced for a specific event.
• Applicable law requires a refund.

In case of rescheduling, tickets or reservations may remain valid for the new date, subject to the conditions announced for the event.

When tickets are acquired through an external platform, the policies, terms, and charges established by that platform may also apply.

Right to cancel orders

Mundo Ozana reserves the right to cancel and refund an order when there is an obvious error in the price or product availability, reasonable suspicion of fraud, problems with payment authorization, inability to complete the order, or other circumstances that reasonably prevent the transaction from being processed.

When applicable, the customer will be notified and the applicable refund will be processed.

Contact Us

If you have questions related to an order, cancellation, or refund, you can contact us and we will gladly assist you.

Mundo Ozana
WhatsApp: (787) 600-5802

This policy is subject to the applicable laws and regulations of Puerto Rico and the United States. No provision of this policy is intended to limit rights that by law correspond to the consumer.