Shipping 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 had the opportunity to review the description, photographs, dimensions, materials, finishes, quantities, price, estimated manufacturing or preparation 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.

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 are not 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, we may accept cancellation 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:

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

The request 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, we do not accept voluntary returns for change of mind 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, 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, accident 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 us.

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, including up to two months after receipt where applicable, 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 the allowance or compensation that is mandatorily applicable.

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.

Logistical authorization does not constitute a waiver of, or a condition for exercising, legal rights; its purpose 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, place of manufacture, material 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 from maps or directories.
• Any place not expressly confirmed for the case.

Cash-on-delivery packages are not accepted.

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 cannot 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. CONSUMER RIGHTS

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

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

SHIPPING POLICY

Last updated: July 13, 2026

1. MODE OF OPERATION

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

We do not have a physical store, pickup point, counter, showroom or in-person service.

Visits, private pickups and direct deliveries at workshops, warehouses or production centers are not permitted.

1. COVERAGE

We ship via DHL, FedEx, Estafeta, Paquetexpress and other available carriers.

The carrier may be selected taking into account:

• Destination.
• Coverage.
• Weight.
• Dimensions.
• Value.
• Fragility.
• Type of merchandise.
• Service availability.

1. PREPARATION AND MANUFACTURING

Preparation or manufacturing time is different from the parcel carrier's transit time.

Products available for immediate shipping may require time for:

• Payment confirmation.
• Anti-fraud review.
• Quality inspection.
• Preparation of accessories.
• Preparation of reinforced packaging.
• Generation of documents and the shipping label.
• Pickup by the parcel carrier.

Pieces made to order will begin production after payment or a deposit is received and the necessary specifications are confirmed.

When the customer is late in approving dimensions, texts, colors, designs, photographs, finishes or delivery information, the timeframe may be shifted proportionally.

1. TRANSIT TIME

Most domestic orders are delivered between 2 and 8 business days after being dispatched.

The timeframe is an estimate and may vary due to:

• Extended zone.
• Carrier saturation.
• Weather.
• Blockades.
• Accidents.
• Public holidays.
• Security checks.
• Special weight or dimensions.
• Customs holds.
• Circumstances beyond the control of Artesanías Jiménez.

An estimated date does not constitute a guarantee of delivery on an exact day, unless a guaranteed service has been contracted and confirmed in writing.

1. ADDRESS PROVIDED BY THE CUSTOMER

The customer is responsible for correctly providing:

• Full name.
• Street and number.
• Neighborhood.
• Postal code.
• Municipality or borough.
• State.
• Country.
• Telephone.
• Any necessary landmarks.

Artesanías Jiménez will not be responsible for delays attributable to incomplete, incorrect, contradictory or late information.

Address changes after payment may require additional verification.

When the shipping label has already been generated or the package has been picked up, any change will depend on the parcel carrier and may incur additional charges.

In high-risk transactions, an address change may require cancelling the transaction and placing a new, properly verified purchase.

1. ANTI-FRAUD VERIFICATION

Before shipping an order we may request:

• Confirmation of the cardholder's name.
• Proof of payment.
• Confirmation of address.
• Confirmation by telephone.
• Authorization from the holder of the payment method.
• Official identification with unnecessary details concealed.
• Information reasonably necessary to verify the transaction.

We will never ask for banking passwords, PINs, the full CVV code or dynamic security codes.

When there are substantial inconsistencies or reasonable signs of fraud, the order may be held for review or cancelled and refunded before shipping.

1. LARGE, HEAVY OR DELICATE PIECES

Bells, tabernacles, processional candlesticks, lamps, cazos, furniture and other large or delicate pieces may require:

• A reinforced box.
• A wooden crate.
• A pallet.
• Additional insurance.
• Freight transport.
• Pickup at a terminal.
• Curbside delivery.
• Personnel or equipment for unloading.

Unless a quotation states otherwise, the price does not include:

• Maneuvering.
• Crane.
• Installation.
• Assembly.
• Drilling.
• Connections.
• Bricklayer.
• Electrician.
• Blacksmith.
• Bell hanger.
• Moving the piece inside the building.

The customer must have sufficient personnel, equipment, access and space to receive and move the piece.

1. TRACKING

Where the service allows it, a tracking number will be provided.

Tracking may take several hours to update after the shipping label is created.

The generation of a shipping label does not necessarily mean that the package has already been picked up.

1. DELIVERY AND RECEIPT

Orders may be shipped with:

• Mandatory signature.
• Photographic evidence.
• Confirmation by code.
• Identification of the recipient.
• Transport insurance.
• A special delivery restriction.

An adult who receives the package at the address provided may be considered an authorized recipient, unless a special restriction has been contracted in advance.

For high-value orders, delivery may be limited to the buyer or to a person authorized in advance.

1. DELIVERY ATTEMPTS

The customer must follow the tracking and remain available.

When the package cannot be delivered due to:

• Absence.
• Incorrect address.
• Refusal to accept it.
• Lack of identification.
• Non-payment of customs duties.
• Lack of response.

The parcel carrier may:

• Make another attempt.
• Hold the package at a branch.
• Charge storage.
• Return it to the sender.

The costs of return, storage and reshipment caused by reasons attributable to the customer will be covered by the customer on the terms permitted by law.

Refusing a package without justification is not automatically equivalent to a free cancellation.

1. PACKAGE MARKED AS DELIVERED

When tracking indicates “delivered”, the customer must check with:

• Family members.
• Employees.
• Reception.
• Security staff.
• Neighbors.
• Areas designated for packages.

Any non-receipt must be reported immediately, preferably within the first 24 hours, in order to request proof of delivery and open an investigation.

A refund will not be approved automatically while an investigation remains open or valid proof of delivery exists, without prejudice to the customer's legal rights.

When delivery to the address provided or to an authorized recipient is evidenced, any subsequent loss or theft must be reported to the corresponding authorities.

1. DAMAGE DURING TRANSPORT

When the box arrives dented, wet, punctured, open or deformed, the customer must:

• Photograph it before opening.
• Record the opening where possible.
• Keep the packaging.
• Report the damage preferably within the first 48 hours.

The product must not be installed, used, repaired or discarded before receiving instructions, unless this is essential to prevent greater damage or a safety risk.

1. PARTIAL SHIPMENTS

An order may be shipped in several packages for reasons of:

• Security.
• Availability.
• Weight.
• Dimensions.
• Fragility.
• Place of manufacture.

The customer may receive several tracking numbers.

Receiving one package does not necessarily mean that the complete order has been delivered.

1. INTERNATIONAL SHIPMENTS

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.

Customs delays are outside the direct control of Artesanías Jiménez.

1. EVENTS BEYOND OUR CONTROL

Artesanías Jiménez will not be responsible for delays caused by events reasonably beyond its control, without prejudice to the obligations that legally correspond to it.

When the event substantially affects an order, we will endeavor to inform the customer and offer a reasonable solution.