Return and refund policy
Can I cancel my order?
If your order has not been shipped, we can cancel your order and arrange a refund. However, if the order has already been shipped, you will need to receive it and process the return. Please note that return shipping is the responsibility of the customer, we are not responsible for covering this expense.
This policy is only for products that we have in stock, not for products that have been customized for the customer. Custom orders cannot be cancelled. If you have questions about this, do not hesitate to contact us at tulio.tiles@gmail.com
Can I return a product?
If you want to return a product and request a refund or exchange, contact us via email. Once the return is approved, please send us the product within 10 days, the product unused and in good condition. If the product arrives to us in poor condition, with signs of having been used or it is simply impossible for us to put it on sale again, unfortunaltely the refund is cancelled. Please note that shipping costs, duties or customs clearance fees must be paid by the customer and unfortunately we do not refund shipping costs for the original order.
The product arrived broken, what can I do?
If the package arrives with obvious dents or external damages that have been due to the treatment of the package by the shipping company, we are obliged to file a claim. For this claim UPS states that "You must retain the original packaging and products. A UPS representative must pick up the shipment for inspection within 5 business days. Once the investigation begins, the resolution will be issued within a maximum period of 8 to 10 business days, and the sender will be notified by email." Once the claim is resolved and the refund is received, we will proceed to issue your refund.
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If the package arrives broken due to our the packaging, we will need you to notify us within 48 hours of receiving the package and with photographic evidence. If we are notified later we are not responsible for issuing a refund. Once we receive the photographic evidence, we will issue a refund for the product. As we have already mentioned before, we do not refund shipping costs for any package..