Terms of service

Buyer / Seller Agreement – Custom Copper Furnishings

Money Back Guarantee

1a. To qualify for our Money Back Guarantee, items must be returned unused, undamaged, and at the buyer’s expense within 60 days of delivery. Refunds are processed within five business days after the return has been received and inspected. The refund covers the purchase price minus shipping costs, including international charges. Any damage found on return will reduce the refund amount accordingly.

1b. When returns are made for reasons other than shipping damage, the buyer is responsible for the original shipping cost and the cost of return freight. These amounts are deducted from the refund.

1c. Items damaged in transit are not eligible for a cash refund but will be replaced at no cost. The Money Back Guarantee does not apply to goods damaged during shipping.

Refund Instructions

Important: Do not send the product back to the address on the shipping label. That address is for customs purposes only and is not the origin warehouse.

  • The item must be packed securely to prevent return shipping damage.
  • The buyer must use a carrier offering online tracking from Mexico.
  • The buyer is responsible for all return shipping costs.
  • Refunds are issued once the product is received, inspected, and confirmed in original condition.

Return Address

Custom Copper Furnishings
Prolongacion Buena Vista #1
San Miguel de Allende, Guanajuato 37750, Mexico

Damage Replacement Guarantee

2a. If an item arrives damaged and cannot be repaired locally, we provide a free replacement with complimentary shipping. The replacement follows the same lead time as the original order.

2b. Upon delivery, the buyer must carefully check the item and request the carrier to document any visible damage on the delivery receipt. Failure to do so voids eligibility for replacement.

2c. If the delivery receipt is signed “received in good condition” and damage is discovered later, it will be considered post-delivery damage and not covered under this guarantee.

Note: Carrier documentation of damage at delivery is required for insurance coverage.

Handling and Production

3a. All orders ship from Mexico using the most cost-effective service available.

3b. Ready-to-ship items are dispatched within 10 business days after payment clears. Custom work requires up to 10 additional business days unless otherwise stated on the product page.

3c. Typical production times:

  • Custom furniture or hardware: ~4 weeks
  • Hand-painted ceramic toilets: 6 weeks + 2 weeks delivery

Shipping Policy

4a. U.S. Shipping: Shipments depart weekly to Laredo, TX, where they are transferred to UPS, FedEx, or DHL. Standard delivery is ~8 weeks but may vary due to Mexican carriers, customs clearance, or U.S. carrier delays.

4b. International Orders: Some shipments go directly overseas, while others are routed through the U.S. Average delivery is ~12 weeks.

4c. Tracking: Bills of Lading and tracking numbers are emailed once available. Tracking activates only after U.S. customs clearance. Do not contact carriers before the tracking number is active.

4d. Partial Shipments: Orders may arrive in multiple deliveries. Multi-carton orders can be separated during transit.

4e. Tracking coverage applies only from the U.S./Mexico border to the final destination. Domestic Mexican transport is consolidated cargo and not individually tracked.

Additional Fees

Buyers outside the U.S. and Mexico are responsible for their country’s import taxes, duties, and customs fees. Custom Copper Furnishings covers only Mexico–U.S. border taxes.

Large Item Delivery

6a. Freight orders to the U.S. and Canada are shipped in crates or on pallets. Once cleared in Laredo, TX, they are transferred to U.S. carriers for final delivery. Standard service is curbside only.

6b. Transit from Mexico to the U.S./Canada averages 20 business days plus customs handling. Bills of Lading or Pro Numbers are available after border clearance. Delivery dates are estimates only.

6c. Insurance: Carrier-provided insurance may not cover full value. Buyers may request additional insurance. All damage must be reported immediately upon delivery for coverage.

Lost Package Policy

7a. If a package is not delivered in the expected time frame, we file a lost-package claim with the carrier. 7b. A full refund is issued for insured lost shipments once the carrier reimburses us.

Liability Limitations

  • We are not responsible for delays, damages, or losses after items are handed to the carrier. Buyers are encouraged to purchase extra insurance.
  • Handmade products may include natural imperfections such as variations in shape, finish, or color.
  • Batch variations are possible. To ensure color consistency, order complete sets together.
  • Metal samples show approximate finishes; final items may differ slightly.

Order Cancellations

9a. Orders may be canceled free of charge within 72 hours of payment. 9b. After 72 hours, cancellations or returns incur a 20% restocking fee covering production, logistics, and handling. 9c. Failed delivery to the buyer’s specified address results in a refund minus a 30% restocking fee, delivery costs, and storage fees. Refunds are processed within 10 days of return. 9d. Any added costs from changing delivery addresses mid-transit are the buyer’s responsibility. 9e. Custom-made and modified orders are final sales and not returnable, except when delivered damaged or shipped incorrectly.

Agreement Confirmation

By submitting payment, the buyer acknowledges and accepts all terms outlined in this Buyer / Seller Agreement with Custom Copper Furnishings.