TERMS (Buyer/Seller Agreement)
Money Back Guaranty
1a. 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 within 5 business days from the date the merchandise has been returned. 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).
1b. If you are returning an item for any reason but damage or we shipped a wrong product, the shipping cost of delivering the product to you will be deducted from the refund. Since handmade products might differ from photos as they are produced individually, different product definition doesn’t include products with the same pattern but looking too some degree differently. Those items can be returned for refund and the cost of shipping the product back covers the buyer.
Getting the Refund
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.
- the item must be shipped back in its original packaging
- make sure the carrier you use to ship back the item offers online delivery confirmation in Mexico
- the item must be shipped back at the buyer expense with all costs included and duty prepaid
- 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 Guaranty
2.a. For all damaged merchandise during the shipment and in case the item cannot be repaired locally we offer free of charge replacement including free shipping.
2.b. The buyer has to unpack the product upon delivery and request the carrier to document any damage on the delivery receipt. Failing to do so will void buyer's eligibility for getting the product repaired or replaced free of charge.
- Pointing out the damage to the carrier upon delivery is a key condition to quality for the damage insurance policy.
- Damaged Replacement Policy covers damaged occurring during transpiration only.
3.a. All products are shipped from Mexico via the most economical service available (standard delivery).
3.b. Handling: It is our policy to ship stock items within 10 business days from receiving the payment or 10 days from receiving custom made items from the producers. The handling time is needed for professional packing and consolidation services including moving the cargo from our warehouse to the Mexican carrier terminal who will deliver consolidated cargo to the US border.
3.c. Custom made products including murals, toilets, sinks, some Talavera tiles, all copper products among others: add 10 business day production time to handling unless different production time is specified on the product detail page.
Shipping (check payment information of the listing for shipment origin)
4.a. Shipping from Mexico to the US: STANDARD SHIPPING once a week to Laredo, Tx and from Laredo, Tx to the destination by USPS, UPS, FedEx, DHL with estimated for four weeks delivery time.
4.b. Shipping Internationally: we might ship directly to the destination or from Mexico to the US first and then using US carriers overseas. It takes about six weeks to delvier.
4.c. Shipping Information: Any shipping information including tracking is complimentary. We are not obligated to provide any specifics of the delivery time frame nor delivery method. We will not begin investigation of the delivery status until the time frame specified on the product detail page and "handling" (see paragraph 3) has been exhausted. Do not request delivery status updates until then.
4.d. The buyer agrees to partial shipments. We ship products as soon as they become available from the producers. We might deliver a single order in partial shipments as well as orders consisting of more than a one carton might be delivered be the carrier separately even though the cartons were dropped at the carrier terminal together.
4.e. Tracking: The tracking number sent by the carrier directly to the buyer payment email address is for the delivery from Mexico/US border to the destination only.
The tracking might be sent by the carrier to buyer prior to products leaving Mexico for the US. Once the shipment is delivered from central Mexico to the border and clear customs the number will become active (don't call the carrier about whereabouts of your shipment until the tracking number shows that your product was already dropped off at the carrier terminal). Why? The shipment from the US border to the destination is created and tracking generated prior to the shipment leaving central Mexico for the US border. It takes time to move the cargo from central Mexico to the US border, clear US customs, mover over the border, disconsolidate and then drop
off at the carrier terminal on the US side of the border. Until then the tracking will not show the date the delivery was created only.
5. Buyers located outside of Mexican and the US are responsible for covering any additional taxes, duties, customs broker fees applicable in their own countries. The seller covers all taxes applicable at the US/Mexico border only including items with international destinations transshipped via the US.
Large Item Delivery
6.a. Freight to the US and Canada: Upon crating and palatalizing the cargo is shipped from our warehouse in central Mexico to Nuevo Laredo in state of Tamaulipas then upon US customs clearance moved through the border to Laredo, Texas and dropped at the US based carrier terminal for further delivery. Default residential delivery option is available for the US destinations only, delivery in Canada is to the local cargo terminal only.
6.b. Canadian buyers will have to cover delivery cost from their local cargo terminal to their door upon making arrangements with the Canadian Customs. The US buyers can save $70-100 by picking up his/her freight from a local cargo terminal.
6.c. Transit time between Mexico and US/Canada is approximately 20 business days (not guaranteed) + customs clearance + handling. The tracking number (pro number) is available as soon as the cargo crosses Mexican/US border, there is no guaranteed delivery date available for standard commercial shipping, just the time frame it usually takes to deliver from point A to B. There is no tracking number available while the cargo is on its way from our warehouse to the US side of the border.
6.d. All commercial cargo carriers include standard damage/lost cargo insurance that doesn't necessarily cover the entire value of transported goods. If standard insurance is not covering the value of the entire cargo the buyer should instruct us to purchase additional insurance from the carrier and cover the cost. In case of damage occurring during the transportation and to qualify for the refund, damaged goods must be reported to the driver delivering the cargo or terminal employees handing over the cargo to the buyer. We will refund full amount of the carrier's refund upon receiving it from the carrier.
Lost Package Refund
7.a. In case of non delivery within specified by the carrier time frame we will file a lost package claim according to the rules governing lost package claims procedures imposed by the carrier for the shipping service the buyer paid to deliver an item.
7.b. We will refund 100% of the insured lost item value only after receiving carrier's reimbursement payment.
8.a. The seller cannot be held responsible nor liable for any damages, delays nor lost packages after the merchandise has been handed over to the carrier. Damage insurance is available therefore the buyer shell consider insuring the product prior to shipping.
8.b. All products available from out site are handmade. Imperfections and variations in color, shape, dimensions and finishing are expected.
8.c. We don’t guaranty matching colors nor finishing of products made during different production runs. Due to handmade production process it is necessary to purchase enough products in a single order to assure they are made together. Any follow up order might produce products looking differently.
8.d. We don’t offer samples as they wouldn’t be representative of the products produced and delivered at a latter date.
8.e. The origin and the age of antique and vintage artifacts is estimated only. Even though we do our best to provide the most precise information we cannot guaranty item age accuracy.
9.a Order cancellation is available for all standard products within 3 days from the payment date. The orders canceled beyond 3 day period from the payment date including returns carry 10% cancellation fee. The fee covers such costs as logistics between the producer and our warehouse, professional packing, making delivery arrangements to the buyer.
9.b All custom made and modified by the buyer item sales are final, no return nor refund is available unless the item was delivered damaged or sent in error.
By making payment the buyer accepts conditions of the agreement.