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 30 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.

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.

Return Address

Rustica House
Juan Jose Torres Landa #9 (Salida a Celaya)
San Miguel de Allende, Guanajuato 37750, Mexico

Damage Replacement Guarantee

2a. 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.

2b. 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

2c. 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.

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.

Handling

3a. All products are shipped from Mexico using the most economical shipping service available.

3b. Stock items are shipped within 10 business days after payment is received. Custom-made items require 10 additional business days for production unless a different timeframe is specified on the product page.

3c. Production times for custom-made products:

• General custom-made items: 4 weeks from the order date
• Hand-painted toilets: 6 weeks for production + 2 weeks for delivery

Shipping

4a. Shipping to the U.S.:

• Standard shipping is done once a week to Laredo, TX
• Items are handed over to USPS, UPS, FedEx, or DHL
• Estimated delivery time is about 4 weeks

4b. 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 6 weeks

4c. 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.

4d. Partial Shipments:

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

4e. 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.

Additional Fees

Buyers outside Mexico and the U.S. are responsible for:

• Any additional taxes, duties, or customs fees imposed by their country
• The seller covers only U.S./Mexico border taxes

Large Item Delivery

6a. 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.

6b. 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.

6c. 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.

Lost Package Refund

7a. If a shipment is not delivered within the expected timeframe, we will file a lost package claim with the carrier.

7b. We will issue a 100% refund for insured lost items after receiving reimbursement from the carrier.

Liability

8a. 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.

8b. Handmade products may have natural imperfections, such as variations in:

• Color
• Shape
• Finish

8c. Color variations between different production batches may occur. To ensure a matching set, order all required items together.

8d. Copper and zinc samples only provide a general look of the final product. Actual production may vary slightly.

Order Cancellation

9a. Free order cancellations are allowed within 72 hours of payment.

9b. Cancellations after 72 hours or returns are subject to a 20% restocking fee to cover:

• Production
• Logistics
• Handling costs

9c. Custom-made and modified items are final sales. No returns or refunds are available unless the item was:

• Delivered damaged
• Sent in error

Agreement Acceptance

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