How do I get a REFUND?
Colores De Mexico seeks to deliver the highest quality products in a timely and efficient manner. If, for any reason, you are not completely satisfied with your purchase, you may return the item(s) to obtain a refund or replacement, according to the following policy:
· If you are unsatisfied with the product:
If after purchase of any product* from Colores De Mexico, at any time within 30 days, for any reason, your are not completely satisfied, return it to us and we will refund you the purchase price, less a 20% restocking fee **.
* Unfortunately, We do NOT refund shipping charges, unless we made a mistake.
** The 20% restocking fee is charged because of the time and labor required to prepare each hand-made item for shipment.
· If the product is damaged in shipping:
If the carton has visible external damages, or you witness it being mishandled or dropped, or the merchandise is otherwise visibly damaged, we advise you to refuse the delivery and let the carrier keep and return the product to us. Any product accepted with visual damage should be documented (ideally with photos and a written description) with the carrier in order for us to file a claim on your behalf. If you choose to accept the order, keep the original carton and packaging. You must then notify Colores De Mexico within two (2) business days of the damage. You may call us at 323-261-0614 or email us at: firstname.lastname@example.org. As soon as we hear from you, we will notify the carrier and arrange for an inspection and pickup of damaged merchandise if needed. Please note that the customer bears all risks associated with merchandise after it is received, including those risks associated with merchandise returned to Colores De Mexico until it is received back in our facility. Colores De Mexico reserves the right to refuse refund or exchange on any product or equipment. We only refund shipping costs if the return is a result of our error.
We will contact you to make arrangements for replacement of damaged pieces. You will need to provide complete documentation to us by email including a description of damage and photos of the damaged merchandise. Pending availability, Colores De Mexico will ship your replacement order within two business days after a documented claim with the shipper has been filed. All replacement orders will ship ground service.
· If we send the wrong product:
If we have made an error on your order, we will replace it, or arrange for the item to be returned, at our expense. Please call us at 323-261-0614 so can correct your order as quickly as possible at no cost to you. The returned item must include its original packaging. Please allow approximately one week for your return to be processed once it has arrived at our warehouse.
· If you accidently ordered the wrong size or color:
If you realize your mistake prior to your order leaving our facility, we will make every effort to correct it free of charge. If you receive an order and wish to exchange or return it, we are happy to quickly send you a replacement order once we receive your returned product in its original condition. PLEASE SEE RESTRICTIONS BELOW. If you need a RUSH replacement, to expedite the process, we suggest you request a credit (rather than a replacement) and then place a new order. We will ship the new order as soon as the product is available and a credit will be applied approximately 7 business days after the returned products are received at our facility in their original condition. We must receive the returned products within 30 days of customer receipt date. Damaged items will NOT be refunded.
Please note: Small variations of color from one tile to another are normal and due to the handmade process. Similarly, imperfections are one of the unique features of these handmade Mexican tiles and ceramic products. For instance, not all tiles are perfectly square. These variations are evidence that these lovely products are made by hand and contributes to their unique and beautiful look. Another cause for confusion is that not all computer monitors display colors in the same fashion. If you try to print the tile image, you may get an entirely different color depending on your printer’s settings. If you have the time and are trying to match an existing color, we recommend ordering 2 or 3 sample tiles.
· Which items are not Returnable?
Unfortunately, we do NOT return custom-made, special-order, overstock, broken tile, or discontinued items. Overstock or discontinued item are labeled as an OUTLET item on our website with a reminder that they cannot be returned. All OUTLET sales and sales with a discount of 20% or more are final and no returns are accepted. Thank you for understanding.
· What are restrictions on returned or replacement items?
a) To return any damaged merchandise, you must follow all UPS or Freight Carrier return instructions in order for your claim to be honored. Be advised that carriers have strict time limits on when a claim must be filed. At this moment we are NOT accepting returns made via the United States Postal Service.
b) All returned items are subject to a 20% restocking fee.
c) All non product-related fees (shipping, transaction, payment processing, and insurance) are NOT refundable.
d) No refunds or exchanges will be accepted after 30 days of customer receipt date.
e) A written statement explaining your dissatisfaction and reason for return must accompany all returned items.
f) Items returned that were sent under a Free Shipping offer, the original shipping cost will be deducted from the final refund.
g) If a shipment is undeliverable, refused, or delivered to an incorrect address (incorrect zip code, missing apartment/suite/office number/name, address entry error on order, etc.) due to customer error, the customer will be charged for BOTH the original shipping charges and the re-shipment charges.
h) ALL return orders, which are not replaced and re-shipped, will be subject to a restocking fee of 20%. Shipping costs will NOT be refunded.
i) Merchandise that is refused at time of delivery (except in case of visible damage) will incur return freight charges in addition to the applicable restocking fee. Please note that it is the customer’s responsibility to ensure the merchandise is shipped back to Colores De Mexico.
j) Refunds will be made when the merchandise is received in saleable condition at Mexican Tile Design’s facility.
k) No returns or claims may be made on installed or used material. USE CONSTITUTES ACCEPTANCE. Please inspect all orders before installation. Colores De Mexico cannot be held liable for any installation or replacement labor claims.
l) All credit card refunds will be applied back to the card used for the original purchase. Please allow up to two billing cycles (about one month) for the credit to show on your statement.
Please package any returning merchandise CAREFULLY, using the original packing as a guide. Ship it prepaid and fully insured to:
Colores De Mexico, 1290 S. Duncan Ave, Los Angeles, CA 90022
Please Email Us that you have shipped your return and provide us with all relevant tracking information.
IMPORTANT: Please remember these are very fragile items. We strongly advise that you fully INSURE your return against loss or damage. Colores De Mexico does NOT issue refunds or credit for returns received at our facility broken or damaged.
Unfortunately, Colores De Mexico cannot guarantee any package returned to us without a tracking number, including cartons sent via USPS to an international or overseas destination. We STRONGLY recommend that you choose a shipping method with a tracking number. If a retuned package is lost or damaged in route to us, it is YOUR responsibility to file a loss claim with the carrier.