Mexican Home Art, A subsidiary of Cottaquilla Copper, LLC
MEXICAN HOME ART POLICIES AND WARRANTIES as of 5-17-17
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 begin production on your product. Final payments must be made prior to shipping your product. We request that every customer review the sales receipt for correctness as soon as it is received.
Shipping is free for retail customers. We work hard to meet delivery dates as promised. However, due to certain conditions for which we have no control, ie; shop material availability and shipping delivery times, since we are not ourselves shippers, these dates may be missed. Please DO NOT schedule installation until you have the product in hand and have examined it for condition. Our products are handmade and there might be a slight variation in size. On rush orders the customer pays the extra charge for shipping. Please let us know if the order is to be rushed so that we can charge your card prior to shipping. Items in our Alabama and Colorado warehouses ship UPS, and items from our location in Morelia, Mexico ship by DHL or by pallet. Once a product has shipped the customer will receive a tracking number. Should the customer need to make special arrangements for delivery, please call DHL (800) 225 5345 or UPS (800) 742 5877, to make the arrangements. When we ship by DHL, delivery is normally to your door. Since we are often shipping very heavy items, you may be required to provide for some assistance, for instance to have it moved into your house or your garage. Also, if you live in an apartment or condominium, DHL will take the item to your delivery entrance, but will not be responsible for moving the item within the building. Give us a call and we'll be glad to help you problem-solve about these issues. We have several good ideas.
Please do not refuse to receive a damaged box. DHL will consider the item ¨lost¨ and we will never see it again. OPEN YOUR BOX AS SOON AS IT ARRIVES to check for any shipping damage. Please notify us immediately if there is any damage. The claim must be made to us by e-mail to [email protected] 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 a 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 damaged items in shipment.
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, 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 the customer will be responsible for the return shipping charges, a 4% credit card transaction fee, and a 10% restocking fee. These charges will 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 in the original packing materials and must be shipped to our Colorado warehouse:
Cottaquilla Copper LLC, 2472 San Carlos Cir., Colorado Springs, CO 80909
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. If we decide to take back a custom item it will be subject to a 4% credit card transaction fee and a 25% restocking fee. The restocking fee for custom items is higher because the item may be harder to resell. Shipping charges to our warehouse are also the customer´s responsibility. Any cancellation requests must be made within 24 hours after the order is placed. After that, our artisans have often bought their copper and have begun to work on your product. All cancellations will be charged a 4% credit card fee. On all refunds, Mexican Home Art will send you a refund check or refund your credit card for the amount of the purchase LESS the 4% credit card processing fee, the restocking fee if it applies, and the shipping charge, if it apples, unless the customer issues the return themselves.
When you receive your product, please open the box immediately. From time to time copperware is damaged during shipment. Please inspect your copperware 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. 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.
2. Take photos of the damaged copperware, box, AND packaging and e-mail to Mexican Home Art: [email protected]
3. Mexican Home Art will issue a UPS Call Tag for pick-up.
4. Carefully repackage the item in its ORIGINAL packing material and ship to Cottaquilla Copper LLC, 2472 San Carlos Cir., Colorado Springs, CO 80909
WHOLESALE GUARANTEE POLICY
Mexican Home Art does not directly produce copper items. We work with several very fine artisan shops and a manufacturer of iron bases in the USA. We have a great deal of confidence in the products we sell. Further, we examine every copper piece 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 do not accept extended responsibility for items that will go to other parties. Please open the item immediately when it arrives. If it is damaged, we will replace it. Any claims about damage or quality must be made within two days. 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 two day period after receipt of item.
Mexican Home Art will replace without charge any defective product. Defects in products can only be determined by Mexican Home Art and with clear photographs. Shiny spots caused by acidic foods left on copperware or by harsh cleaners used to clean the surface, and variations in color and pattern of the patina DO NOT constitute product defects. Scratches and dents that are not a direct result of shipping do not constitute a product defect. 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. We require that photographs be emailed to us to help us determine outcomes and that all return and cancellation procedures be followed prior to final decisions. Mexican Home Art will not be responsible for any labor charges. This warranty will apply for a 30 day period from the date of receipt 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. All “Clearance” item sales and “Scratch and Dent” sales are final. No returns will be accepted and no refunds will be issued. Other than this written warranty, no other warranty for our products, spoken or written, shall apply.
(Please call us at (866) 216-1595 or (505) 327-1121 for clarification about any of these policies. If requested, we will give you a written reply.)