Money Back Guaranty
1a. To qualify for Money Back Guaranty the product must be shipped back to the seller unused, undamaged at the buyer's expense within 30 days from its delivery. We will refund the transaction value less the shipping cost including any cross border charges within five business days from the date the product has been returned. If the item/items are returned damaged, the value of damaged items will be deducted from the refund.
1b. If you are returning the product for any other reason but shipping damages, the shipping cost and any additional charges associated with delivery to you and back to us will be deducted from the refund.
1c. Products that suffered damage while in transit to the buyer can be replaced only, Money Back Guaranty doesn't apply.
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 border paperwork only, it is not the shipment origin address.
Solutions c/o Rustica House, B.Piotrowski #123, #367
Ancha de San Antonio (Dentro de Mercado Sano)
Col San Antonio
San Miguel de Allende
GTO, C.P. 37750
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. It takes the same time to produce and ship the replacement as to produce and deliver the original order.
2.b. The buyer has to unpack the product upon delivery and request the carrier to document any damages on the delivery receipt. Failing to do so will void buyer's eligibility for getting the product repaired or replaced free of charge.
2.c. If the consignee (the buyer or his agent) fails to inspect and document any damages on the delivery receipt and certifies "received in good condition" with his/her signature, and discovers the damage after unpacking the item, both the seller and the carrier assume the damage occurred after the delivery. In such case, the buyer will not be entitle to free replacement nor repair costs if the item can be repaired.
- Pointing out the damage to the carrier's driver 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 production facility. 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. On average it takes four weeks to deliver custom made products from the order date. Hand painted toilets may take six weeks to produce and then two to deliver.
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: BOL and tracking numbers are sent to the buyer at his/her email address specified during purchasing at the time of setting up the shippments. Those are not the shipping dates and it takes another week for items to enter into the carriers tracking systems.
Note: 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.
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. Orders consisting of more than 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. Within Mexico to the US border all our items are transported as a consolidated cargo, no individual order tracking available.
5. Buyers located outside 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. Residential curb delivery delivery is available for the US and Canadian destinations only. The cargo will be dropped off at the buyer's front door, no indoor delivery is available within the quoted delivery cost.
6.b. Transit time between Mexico and US/Canada is approximately 20 business days (not guaranteed) + customs clearance + handling. The tracking number (pro number or BOL) 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.
6.c. 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 indicated by the carrier.
7.b. We will refund 100% of the insured lost item value 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. Hand made and rustic products will show some imperfections such as variations in color, shape, dimensions and finishing.
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. Any samples including copper and zinc are not truly representative of the products produced and delivered at a latter date. The samples are meant to demonstrate general look only.
9.a Free of charge order cancellation is available within 72 hours from the payment date. The orders canceled beyond 72 hours from the payment date as well as returns carry 20% restocking fee. The fee covers such costs as production costs, logistics, professional packing, making delivery arrangements to the buyer, etc.
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.