Refund Policy

1. Scope and covered services

This policy covers three services:

• Catalog orders: products from our store delivered to your recipient in Cuba. The product price includes shipping.
• Shipping orders: we pick up your own packages at your address and ship them to your recipient in Cuba. Shipping and pickup fees are charged separately.
• Transport orders: cargo transport within the state of Florida.

2. Cancellations

• Before pickup (own packages and transport) or dispatch (catalog orders): you may cancel and receive a full refund of what you paid, including the pickup fee. Write to us as soon as possible at soporte@paketico.com with your order number.
• After pickup or dispatch: write to us and a person will review your case.
• Product sold out after payment: if a product sells out before we confirm your payment, we manually refund the amount to your original card and let you know once it's done. No action is required from you.

3. Own packages: weight and contents

• Weight: the final weight is confirmed once we have your package. If it differs from what you declared, we adjust the charge and notify you; if it is lower, we refund the difference to your card.
• Contents: we ship everything that United States law and Cuban customs allow. We check the package at pickup, but that check does not guarantee that the contents comply with the rules; that responsibility belongs to the sender. If you are not sure, ask Paketico AI or support before you ship it.

4. Delivery guarantee

The delivery times we show are estimates: each catalog product shows its own, and own packages are delivered in 7 to 14 business days counted from pickup. Delivery may be delayed by customs, transport or other circumstances outside our control.

If your order or package is never delivered, we refund the full amount you paid, to your original card.

5. Damaged products

If something arrives damaged, let us know within 7 days of delivery at soporte@paketico.com, with:

• Your order number.
• Clear photographs of the package and the damaged item.
• A short description of the damage.

6. How refunds are processed

Refunds are not automatic: a person reviews each case and processes the refund manually to the credit or debit card you paid with. The refund is for the amount you paid, after any coupon. Once issued, it usually takes a few days to appear on your statement, depending on your bank.

7. How to request a refund

To request a refund or cancellation, contact us through one of these channels; we reply as soon as we can:

• Email: soporte@paketico.com (always include your order number).
• Support chat on app.paketico.com or shop.paketico.com.
• Phone (calls only): +1 (786) 947-4500.

8. Bank chargebacks

If you have an issue with an order, please contact us before initiating a chargeback with your bank. We resolve most cases directly and faster than the bank process.

9. Changes to this policy

We may update this policy periodically. Significant changes will be communicated through a notice on our platform or by email. The last updated date appears at the top of this page.

10. Contact

For any question about this policy or to start a refund request, contact us at:

• Email: soporte@paketico.com
• Phone (calls only): +1 (786) 947-4500
• IMB Logistics LLC dba Paketico. Florida, United States.