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MHA Policies and Warranties
MEXICAN HOME ART POLICIES AND WARRANTIES
PAYMENT
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.
SHIPPING
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. 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 , 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 (505) 327-1121. 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 admin@mexicanhomeart.com. 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 timeframe 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, on occasion, after receiving an item, a customer is not satisfied. We at Mexican Home Art understand this, since the purchase was made by looking at a photograph. If you choose to return an item, we will accept it gracefully. For our standard items, in the “somber” patina, 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 be charged 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 must be 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”, the re-stocking charge will be 25%. Our charge here is higher because we do not have an inventory system for items in the non-somber patinas. 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 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 copperware, 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 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: admin@MexicanHomeArt.com. 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 Mexican Home Art, 411 Terry Road, Anniston, AL 36207.
WHOLESALE GUARANTEE POLICY
Mexican Home Art does not directly produce copper items. 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.
WARRANTY
Mexican Home Art will replace without charge any defective sink. Shiny spots caused by acidic foods left on copper 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. We require that photographs be emailed to us to help us determine outcomes. Mexican Home Art will not be responsible for any labor charges. This warranty will apply for a one month 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 (505) 327-1121 for clarification about any of these policies. If requested, we will give you a written reply.)
PAYMENT
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.
SHIPPING
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. 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 , 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 (505) 327-1121. 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 admin@mexicanhomeart.com. 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 timeframe 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, on occasion, after receiving an item, a customer is not satisfied. We at Mexican Home Art understand this, since the purchase was made by looking at a photograph. If you choose to return an item, we will accept it gracefully. For our standard items, in the “somber” patina, 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 be charged 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 must be 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”, the re-stocking charge will be 25%. Our charge here is higher because we do not have an inventory system for items in the non-somber patinas. 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 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 copperware, 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 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: admin@MexicanHomeArt.com. 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 Mexican Home Art, 411 Terry Road, Anniston, AL 36207.
WHOLESALE GUARANTEE POLICY
Mexican Home Art does not directly produce copper items. 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.
WARRANTY
Mexican Home Art will replace without charge any defective sink. Shiny spots caused by acidic foods left on copper 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. We require that photographs be emailed to us to help us determine outcomes. Mexican Home Art will not be responsible for any labor charges. This warranty will apply for a one month 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 (505) 327-1121 for clarification about any of these policies. If requested, we will give you a written reply.)
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