Refund policy

RETURNS, EXCHANGES AND REFUNDS POLICY

Last updated: July 13, 2019

This policy applies to purchases made directly at artesaniasjimenez.com.mx and, where expressly indicated, to orders placed with Artesanías Jiménez by email, WhatsApp, quotation or other electronic means.

By making a purchase, the customer acknowledges having reviewed the description, photographs, materials, dimensions, finishes, quantities, price, estimated preparation or manufacturing time and shipping conditions of the product.

1. ONLINE-ONLY OPERATION

Artesanías Jiménez operates exclusively through e-commerce and shipments by parcel carrier.

We do not have a physical store, counter, showroom, in-person service center, pickup point or returns center open to the public.

For security reasons:

• We do not receive visits.
• We do not make personal deliveries.
• We do not accept cash payments.
• Products may not be picked up directly.
• We do not accept in-person returns.
• We do not publicly disclose the locations of workshops, warehouses, inventory or production centers.

All requests, clarifications, returns and claims must be handled through the official electronic channels:

Email: artesaniasjimenez01@gmail.com
WhatsApp: +52 459 110 5985

1. HANDCRAFTED NATURE OF THE PRODUCTS

A significant part of our products is manufactured, cast, hammered, assembled, welded, polished, patinated, painted, decorated or finished by hand.

For this reason, reasonable variations may exist from one piece to another, including:

• Natural differences in tone, shine, texture or patina.
• Slight marks inherent to hammering, casting, welding or polishing.
• Reasonable variations in reliefs, grain or decorative elements.
• Darkening, oxidation or natural change of tone in copper, bronze, brass and other metals.
• Visual differences caused by lighting, photography, screen or the device's color settings.
• Minor dimensional variations inherent to handcrafted manufacturing.
• Slight differences in pieces decorated, painted or finished by hand.

These characteristics will not be considered defects when they are inherent to the material or to the handcrafted process and do not substantially alter the functioning, identity or specifications expressly offered.

1. CANCELLATION BEFORE SHIPPING

The customer must request any cancellation immediately after making the purchase.

For products available for immediate shipping, cancellation may be accepted when the order has not yet been prepared, packed, documented, assigned to a tracking label or handed over to the parcel carrier.

When the order has already been prepared or shipped, the corresponding return procedure will apply.

For customized, modified or made-to-order products, production may begin when:

• Payment or a deposit has been credited.
• Dimensions, materials and finishes have been confirmed.
• Texts, names, dates, logos, photographs, drawings or designs have been approved.
• Materials have been purchased specifically for the order.

Once manufacturing has begun, voluntary cancellations for change of mind will not be accepted, except for the rights that necessarily correspond under applicable law.

1. WITHDRAWAL OR RETURN FOR CHANGE OF MIND

Where legally applicable, the customer may communicate withdrawal from the purchase within the five business days following delivery of the product or the formalization of the transaction, whichever occurs last.

The request must be sent by a means that allows its date to be evidenced and must include:

• Full name of the buyer.
• Order number.
• Date of receipt.
• Product to be returned.
• Reason for the request.
• Current photographs of the product.
• Photographs of the packaging, accessories and components.

For returns due to change of mind, the direct costs of freight, insurance, packaging and return will be covered by the customer where applicable law so permits.

The product must be returned:

• Unused and not installed.
• Without perforations, alterations or repairs.
• Clean and complete.
• With all its accessories and components.
• In substantially the same condition as that in which it was received.
• In packaging sufficient to prevent damage during transport.

The absence of the original packaging does not automatically cancel a mandatory right; however, the customer must use adequate packaging and will be responsible for damage attributable to insufficient protection.

1. CUSTOMIZED OR MADE-TO-ORDER PRODUCTS

Once the withdrawal rights that are necessarily applicable have elapsed, voluntary returns for change of mind will not be accepted for:

• Customized or engraved products.
• Pieces with names, dates, coats of arms, logos or inscriptions.
• Products manufactured to special dimensions.
• Items with colors, finishes or materials requested specifically.
• Pieces made according to the customer's photographs, drawings, sketches or instructions.
• Bells, tabernacles, processional candlesticks, lamps, furniture or pieces manufactured for a specific project.
• Products modified with respect to the standard model.
• Products for which materials have been purchased especially.

These restrictions do not eliminate the customer's rights where there is a manufacturing defect or a substantial difference from the specifications expressly approved.

1. OTHER PRODUCTS WITHOUT VOLUNTARY RETURN

After the applicable legal period, voluntary returns for change of mind will not be accepted for:

• Products that have been used or installed.
• Products exposed to fire, charcoal, candles, incense, heat, humidity, food or chemical substances.
• Incomplete products.
• Items altered, repaired, perforated or welded.
• Products damaged by impacts, falls, accidents or incorrect installation.
• Products cleaned with chlorine, acids, solvents, abrasive pads or materials that are not recommended.
• Products identified as clearance, liquidation or final sale, without prejudice to mandatory rights in case of defect.
• Products that have lost commercial value for reasons attributable to the customer.

1. PRODUCTS DAMAGED DURING SHIPPING

The customer must inspect the outside of the package upon receipt.

When the box is dented, wet, punctured, open, deformed, repaired or shows signs of tampering, we recommend:

• Taking photographs before opening it.
• Recording the complete opening of the package.
• Photographing the tracking label and the labels.
• Keeping the box, filler, protections and packaging.
• Reporting the damage preferably within the first 48 calendar hours after delivery.

Prompt reporting makes it possible to open a claim with the parcel carrier or insurer in good time.

Failure to report within the first 48 hours does not by itself cancel the consumer's mandatory rights, but it may make it harder to prove that the damage occurred during transport.

The customer must not discard the packaging while the case remains open.

1. INCORRECT, INCOMPLETE PRODUCT OR PRODUCT DIFFERENT FROM THE ONE OFFERED

When the product received does not substantially correspond to the model, quantity, dimension, material, finish or specifications confirmed, the customer must contact Artesanías Jiménez.

We may request:

• Photographs and video of the piece.
• Photographs of the box and the shipping label.
• Measurements taken with a tape measure or caliper.
• Order number.
• A precise description of the difference.
• Photographs of missing accessories or parts.
• Return of the product for review.
• Technical assessment when the nature of the product justifies it.

Claims related to the situations legally provided for may be submitted within the applicable period, provided that the product has not been altered or deteriorated for reasons attributable to the customer.

Where legally applicable, the consumer may choose between replacement of the product or refund of the amount paid, against delivery of the product, without prejudice to any mandatory allowance or compensation.

1. MANUFACTURING DEFECTS

The following are not considered manufacturing defects:

• Patina, oxidation or natural change of tone of the metals.
• Normal wear.
• Reasonable marks inherent to handcrafted processes.
• Minimal differences in tone, shine, texture or dimension.
• Damage caused by impacts, falls, humidity, fire or excessive heat.
• Damage caused by chlorine, acids, solvents or abrasives.
• Incorrect installation.
• Use other than the advertised purpose.
• Lack of cleaning or maintenance.
• Repairs or modifications carried out by third parties.
• Damage caused by incorrect electrical connections.
• Damage caused by candles, charcoal, incense, food or substances used incorrectly.
• Differences from expectations or reference photographs that were not expressly incorporated into the approved order.

1. RETURN REQUEST AND AUTHORIZATION

All returns are handled exclusively by parcel carrier.

Before sending the product, the customer must request instructions through the official channels.

When the return is accepted or must be inspected, we will provide:

• Case number or reference.
• An address authorized exclusively for that return.
• Packaging instructions.
• Required documents.
• Suggested carrier or return label, where applicable.

The purpose of logistical authorization is to correctly identify the product and route it to the appropriate center.

The return address may be different for each product due to its size, material, place of manufacture or the center responsible for its inspection.

A return must not be sent to:

• Addresses found on the internet.
• Addresses from previous shipping labels.
• Addresses of suppliers or workshops.
• Addresses obtained through maps or directories.
• Any place not expressly confirmed for the case.

We do not accept cash-on-delivery packages or in-person returns.

1. INSPECTION OF THE RETURNED PRODUCT

Upon receiving a return we will verify:

• That it corresponds to the item originally sent.
• Physical condition.
• Dimensions, weight and characteristics.
• Serial number or internal marks, where they exist.
• Accessories and components.
• Whether there has been use, installation, alteration or subsequent damage.
• Consistency with photographs, packing video and order records.

When a different, substituted, counterfeit, incomplete, tampered with or intentionally damaged product is received, the return may be rejected and evidence will be preserved in order to pursue the corresponding claims.

1. RETURN COSTS

When the return originates from the customer's change of mind, the return costs will be covered by the customer where legally applicable.

When the return is the consequence of an error attributable to Artesanías Jiménez, an incorrect product, a breach or a confirmed defect, the corresponding costs will be assumed in accordance with applicable law.

No arbitrary discounts or undisclosed charges will be applied.

1. REFUNDS

Once the return has been approved and the product received where applicable, the refund will be made using the same payment method used for the purchase, unless the customer expressly accepts another means.

Processing will take place within the legally applicable periods.

Banks, payment platforms and card issuers may require additional time for the transaction to appear.

A mandatory refund will not be replaced by a coupon, store credit or a different product without the customer's express acceptance.

Customs expenses, import taxes and charges collected directly by foreign authorities are not refunded by Artesanías Jiménez, unless legally applicable.

1. VOLUNTARY EXCHANGES

Exchanges will be subject to:

• Availability.
• Price difference.
• Condition of the product.
• Shipping costs.
• Compliance with the return procedure.

The exchange may be processed as a return and a new purchase in order to keep records, inventory and receipts correct.

1. CHARGEBACKS AND DUPLICATE CLAIMS

A single order may not simultaneously generate:

• A direct refund.
• A replacement.
• A second free shipment.
• Compensation from the parcel carrier.
• A claim before a platform.
• A bank chargeback.

When there is a chargeback or an open dispute, Artesanías Jiménez may provide the bank or platform with evidence related to:

• Payment.
• Order.
• Communications.
• Address provided.
• Tracking.
• Signature or proof of delivery.
• Identification of the recipient.
• Photographs and packing video.

The resolution must be coordinated with the payment processor to avoid duplicate compensation, without impeding the customer's legitimate rights.

Submitting false information, returning a different item, tampering with the merchandise, falsely alleging non-delivery or attempting to obtain two compensations for the same purchase may be reported to the financial institution, platform, parcel carrier or competent authority.

1. INTERNATIONAL PURCHASES

The buyer is responsible for verifying the import rules of their country.

Taxes, customs duties, storage, inspections and any other charges required by foreign authorities are not included, unless expressly indicated.

These charges are not controlled by Artesanías Jiménez and are normally not refundable by the store.

1. CONSUMER RIGHTS

Nothing established in this policy is intended to eliminate, limit or replace non-waivable rights recognized by applicable law.

Where any provision is incompatible with a mandatory rule, the legal rule will prevail and the rest of the policy will remain in force.