You may return most new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). Please see store policies for the return procedure.
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
To qualify for Money Back Guaranty the merchandise must be shipped back to the seller (unused, undamaged) at the buyer's expense within 30 days from the delivery date. We will refund the transaction value less the shipping cost and Mexican import tax within 5 business days from the date the merchandise has been returned. For the refund calculation purpose we will deduct the cost of delivery equal to what the buyer paid to return the item to us (copy of the invoice showing the delivery cost of returned item as well as its tracking must be provided to the seller to qualify for refund). If the item/items are returned damaged the value of those goods will be deducted from the refund (damaged goods can be replaced only, Money Back Guaranty doesn't apply).
IMPORTANT: do NOT ship back at the address shown on the shipping label the product was delivered from. The address on the label is used for transshipping, it is not the shipment origin address.
1. The item must be shipped back in its original packaging.
2. Make sure the carrier you use to ship back the item offers online delivery confirmation in Mexico.
3. The item must be shipped back at the buyer expense with all costs included and duty prepaid.
4. The refund will be issued once the item has reached our facility and was examined for its integrity.
address for returns:
Recreo No 11-367
San Miguel de Allende, Gto.
DAMAGE REPLACEMENT WARRANTY
For all damaged merchandise excluding freight that has its own insurance policy (see delivery services) and unless the product cannot be repaired locally we offer free of charge replacement including free shipping.
IMPORTANT: You need to unpack the product upon delivery and request the carrier to document any damage on the delivery receipt. The carrier will provide instructions how the claim will be handled. We will make arrangements with you to replace damaged pieces once you provided a single image of damaged item/items and initiated damage claim with the carrier. Pending availability, we will ship your replacement merchandise via ground service within 10 business days. If the product can be repaired at the buyer's end we will cover the cost upon deciding whether it is feasible to do so or the item should be returned to us to perform the repairs. The shipping cost of damaged goods back to us for repairs must be covered by the buyer, we will cover the cost of repairing the damage and shipping the repaired item back to the buyer.
- Pointing out the damage to the carrier upon delivery is a key condition to quality for the damage insurance policy.
- Since some artists brake ceramic tiles to use pieces in their projects sending images of damaged tiles will not qualify for free replacement.
- Damaged Replacement Policy covers damaged occurring during transpiration only.