MEXICAN HOME ART POLICIES AND WARRANTIES
Normally, Mexican Home Art operates on an internet-only system for payment. However, if you wish to call us and give us your credit card information, we will enter it for you. Occasionally a customer prefers to pay by check. When this is the case, please call us and arrange for this purchase. When we have received your check and it has cleared the bank (normally six working days), we will ship your product.
For a limited time, Mexican Home Art ships all items for free to any address within the forty-eight contiguous states of the United States. On some custom items, a contract is negotiated with which the customer agrees to pay the shipping charges. We will do our best to meet your scheduling needs. However, we cannot guarantee arrival times, since we are not ourselves shippers; thus, please be careful with scheduling installation. If you wish your order to be rushed, please call us for an amount and we will create a special order with a new total on our Custom Orders page. We will get the order to you as fast as possible. Items in our Alabama warehouse ship UPS, and items from our location in Morelia, Mexico ship DHL or by pallet. If you want to know where your particular item will ship from, call us at (866) 216-1595 or (214) 935- 9108. Mexican Home Art will e-mail tracking numbers to all customers once items are shipped.
OPEN YOUR BOX AS SOON AS IT ARRIVES. When your item arrives, you have two days to notify Mexican Home Art if there has been any shipping damage. The claim must be made to us by e-mail to firstname.lastname@example.org. We must have photos of the damage to the item AND the packing materials. Please attach them to this e-mail. Be careful to stay within the time frame of two days – after this time we may not be able to file our claims with the shipper. We take full responsibility for correcting a problem of damaged merchandise, and will send you a replacement, which may take up to three weeks, if proper procedures are followed. (Please see Returns and Cancellations for steps on how to return a damaged item.)
RETURNS AND CANCELLATIONS-PLEASE OPEN YOUR BOX IMMEDIATELY!
Every item we sell is unique, since it is hand-made by an artisan in a workshop, and not by a machine in a factory. Therefore, since there is some variation in appearance on occasion, after receiving an item, a customer is not satisfied with our product. If you choose to return an item because it is not to your liking, return fees will apply. For our standard items, in the “somber” patina (copper) or in black (base), the customer will be responsible for the return shipping charges, a 4% credit card transaction fee, and a 10% re-stocking fee. These charges will also apply to any item for which delivery is refused or for which an undeliverable address has been provided. All returns must be pre-authorized in writing by us, and must be returned to Mexican Home Art within 12 days. They should be very carefully repackaged and shipped to our Alabama warehouse:
MEXICAN HOME ART, 411 TERRY RD, ANNISTON, AL 36207
For standard-sized items made in any patina other than “somber” or black, the customer will be responsible for the return shipping charges, a 4% credit card transaction fee, and a re-stocking charge of 25%. Our charge here is higher because we do not have an inventory system for items in the non-somber patinas or non black bases. FOR CUSTOM ORDERS WE NORMALLY DO NOT ACCEPT RETURNS. This includes all bathtubs and stove hoods. However, we will be open to discussing the return of a custom item, on a case-by-case basis. Any order cancellation is subject to a 4% credit card transaction fee and must be made within 24 hours after the order is placed. After that, our artisans have often bought their copper and wrought iron and have begun to work on your product. Again, this can still be discussed on a case-by-case basis. On all refunds, Mexican Home Art will send you a refund check or refund your credit card.
When you receive your product, please open the box immediately. From time to time copperware is damaged during shipment. Please inspect your copperware and/or base for any damage that may have occurred during shipment. Most damage is minor and can be easily fixed. We have instructions in our Copper Care and Maintenance literature, and often assist customers with photos and conversation or text instructions. Should the copperware or base suffer major damage and need to be returned and replaced, please follow these steps: Please DO NOT immediately reject the item from the shipper as this will cause the item to be lost in the mail!
1. Call Mexican Home Art immediately: (866) 216-1595 or (214) 935-9108.
2. Take photos of the damaged copperware, box, AND packaging and e-mail to Mexican Home Art: admin@MexicanHomeArt.com.
3. Mexican Home Art will issue a DHL Call Tag for pick-up.
WHOLESALE GUARANTEE POLICY
Mexican Home Art does not directly produce copper items or iron bases. We work with several very fine artisan shops. We have a great deal of confidence in the products we sell. Further, we examine every piece, in sunlight, prior to accepting and shipping it. Thus, we are certain of the quality of what we send. On all wholesale purchases, to clients who will re-sell the item, we reserve our responsibilities to these: Please open the item when it arrives. If it is damaged, we will replace it. Any claims about damage or quality must be made within five days. We are certain of the quality of what we are sending, but we do not accept extended responsibility for items that will go to other parties. If questions arise about claims, we will be glad to present them to the producers, but we only accept responsibility for replacement or refund for the five day period after receipt of item.
Mexican Home Art will replace without charge any defective product. Shiny spots caused by acidic foods left on copperware and variations in color and pattern of the patina DO NOT constitute product defects. Due to the nature of copper, the coppersmith cannot control all the colors and patterns of the patina. We reserve the right to inspect a product before replacing it or before issuing a refund. We also reserve the right to make repair suggestions to be carried out by the customer prior to issuing a replacement or refund (our customers are NOT required to undertake repairs of small bends or dents; the decision as to whether or not to do so is up to the customer). We require that photographs be emailed to us to help us determine the nature of damage. Mexican Home Art will not be responsible for any labor charges without a written agreement from Mexican Home Art. This warranty will apply for a 30 day period and can only be exercised by the original owner. All copper products must have been used only in a residential application. The copper surfaces must not have been subjected to abuse, and must have been cleaned and used only as recommended. Any product that has been modified, bent, or used in a commercial application will not be replaced. Other than this written warranty, no other warranty for our products, spoken or written, shall apply.
(Please call us at (866) 216-1595 or (214) 935-9108 for clarification about any of these policies. If requested, we will give you a written reply.)