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  • Rustica House
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    • Buyer/Seller Agreement

    1. Money Back Guarantee

    1a. To qualify for the Money Back Guarantee, the product must be returned to the seller unused and undamaged at the buyer's expense within 60 days of delivery. The refund will be issued within five business days after the product has been received and inspected. The refunded amount will be the transaction value minus shipping costs, including any cross-border charges. If the returned item is damaged, the cost of the damage will be deducted from the refund.

    1b. If a product is returned for reasons other than shipping damage, the buyer is responsible for:

    • The original shipping cost
    • Return shipping fees

    These costs will be deducted from the refund.

    1c. Products damaged in transit can only be replaced. The Money Back Guarantee does not apply to items damaged during shipping.

    2. Getting the Refund

    Important: Do not return the item to the address on the shipping label. That address is for customs paperwork only and is not the shipment origin.

    To qualify for a refund, the following conditions must be met:

    • The item must be securely packed to prevent damage during return shipping.
    • The buyer must use a carrier that provides online tracking in Mexico.
    • The buyer covers all return shipping costs. Any additional costs incurred by the seller will be deducted from the refund.
    • Refunds are issued only after the item is received, inspected, and confirmed to be in its original condition.

    3. Return Address

    Rustica House
    Prolongacion Buena Vista #1
    San Miguel de Allende, Guanajuato 37750, Mexico

    4. Damage Replacement Guarantee

    4a. If an item arrives damaged and cannot be repaired locally, we offer:

    • A free replacement
    • Free shipping

    The replacement time is the same as the original production and delivery timeframe.

    4b. The buyer must inspect the product upon delivery and:

    • Request that the carrier document any damage on the delivery receipt
    • Failure to do so will void eligibility for a free replacement or repair

    4c. If the buyer signs the delivery receipt as “received in good condition” and later discovers damage, the seller and carrier will assume the damage occurred after delivery. In this case, the buyer will not be entitled to a free replacement or repair coverage.

    5. Note

    • The carrier’s driver must document the damage upon delivery for the damage insurance policy to apply.
    • The Damage Replacement Guarantee only covers damage during transit.

    6. Handling

    6a. All products are shipped from Mexico using the most economical shipping service available.

    6b. Stock items are shipped within 10 business days after payment is received. Custom-made and made-to-order items require about 14 business days for specialized packing.

    7. Production Time

    7a. Made-to-order items: approximately 4 weeks from the payment date.

    7b. Custom-made items: approximately 6 weeks from the payment date.

    8. Shipping

    8a. Shipping to the U.S.:

    • Standard shipping departs every two weeks to Laredo, TX.
    • Items are handed over to commercial carriers, UPS, FedEx, or DHL.
    • Estimated delivery time is approximately two weeks (subject to delays from the Mexican carrier, Mexican customs, U.S. customs, and/or the U.S.-based carrier).

    8b. International Shipping:

    • Items may be shipped directly to the destination.
    • Some orders may be sent to the U.S. first before being forwarded overseas.
    • Estimated delivery time is about 12 weeks.

    8c. Shipping Information:

    • A Bill of Lading (BOL) and tracking numbers are sent to the buyer via email.
    • Tracking numbers become active after the shipment clears customs and reaches the U.S. carrier terminal.
    • Do not contact the carrier before the tracking number is active. The shipment must first clear customs before tracking updates are available.

    8d. Partial Shipments:

    • Orders may be shipped in multiple shipments as products become available.
    • Multi-carton shipments may arrive separately, even if shipped together.

    8e. Tracking:

    • The tracking number applies only from the Mexico/U.S. border to the destination.
    • Within Mexico, items are shipped as consolidated cargo, so individual tracking is unavailable before reaching the border.

    9. Additional Fees

    9a. The seller covers only U.S./Mexico border taxes and customs fees.

    9b. Buyers outside Mexico and the U.S. are responsible for any additional taxes, duties, or customs fees imposed by their country.

    10. Large Item Delivery

    10a. Freight to the U.S. and Canada:

    • Large shipments are crated and palletized before being transported to Nuevo Laredo, Mexico.
    • After U.S. customs clearance, cargo is moved to Laredo, TX, where it is handed over to a U.S. carrier.
    • Curbside delivery is available for U.S. and Canadian buyers. Indoor delivery is not included.

    10b. Transit Time:

    • Mexico to U.S./Canada: About 20 business days (plus customs clearance and handling).
    • The BOL (Bill of Lading) or Pro Number is available once the cargo crosses the U.S. border.
    • Delivery dates are not guaranteed; only estimated timeframes are provided.

    10c. Insurance for Large Shipments:

    • Standard carrier insurance may not cover the full item value.
    • Buyers should request additional insurance if needed.
    • If damage occurs, buyers must report it to the carrier at delivery to qualify for reimbursement.

    11. Lost Package Refund

    11a. If a shipment is not delivered within the expected timeframe, we will file a lost package claim with the carrier.

    11b. We will issue a 100% refund for insured lost items after receiving reimbursement from the carrier.

    12. Liability

    12a. The seller is not responsible for delays, damages, or lost packages after handing items over to the carrier. Damage insurance is available, and buyers should consider purchasing additional coverage.

    12b. Handmade products may have natural imperfections, such as variations in:

    • Color
    • Shape
    • Finish

    12c. Color variations between different production batches may occur. To ensure a matching set, order all required items together.

    12d. Copper and zinc samples only provide a general look of the final product. Actual production may vary slightly.

    13. Order Cancellation

    13a. Free cancellations for made-to-order products are allowed within 72 hours of payment.

    13b. Cancellations of made-to-order products after 72 hours are subject to a 20% restocking fee.

    13c. Cancellations of made-to-order products five business days or more after the payment date are subject to a 30% fee to cover materials and labor costs.

    13d. Products returned for a refund or store credit are subject to a 30% restocking fee to cover materials, labor, U.S./Mexico border charges.

    13e. Unsuccessful delivery to the address specified by the buyer at the time of ordering will be refunded, minus a 50% restocking fee, delivery and return shipping costs, and any applicable storage charges. The refund will be issued within 10 days of the seller receiving the returned item.

    13f. Any additional carrier costs incurred due to a change in the delivery address while the item is in transit to be paied by the buyer.

    13g. Custom-made and modified items are final sales. No returns or refunds are available unless the item was:

    • Delivered damaged (damage must be documented at delivery and acknowledged on the delivery receipt).
    • Sent in error

    14. Agreement Acceptance

    By making payment, the buyer agrees to all terms in this Buyer/Seller Agreement.