Return and Refund Policy

1. Overview

At Tinta De Pueblo LLC, we are dedicated to crafting exceptional pieces tailored just for you. We are committed to providing you with high-quality, bespoke creations. As each item is meticulously created upon order and uniquely brought to life for you, our return policy is designed to address issues related to product quality, accuracy, and to reflect this bespoke process. Your satisfaction is paramount, and we are here to ensure your experience is nothing short of extraordinary.

2. Return Eligibility & Replacements

Given the personalized and handcrafted nature of our creations, we generally do not accept returns or offer refunds for changes of mind, including instances where a different size or color was desired post-order. We only accept returns and provide refunds or replacements for our creations that are:
• Bearing a misprint or have a design error
• Damaged upon arrival (excluding transit damage after confirmed delivery)
• Found to be defective due to manufacturing issues
• Incorrectly created or sent (e.g., a different item, design, size, or color than ordered)
To be eligible, the issue must be reported within 30 days of your item's delivery date. The item should be in its original, unused condition as received, unless the defect was discovered after initial use and reported within the 30-day window. We exclusively facilitate replacements for items that meet these criteria.

3. Non-Returnable Items

Due to the bespoke nature of items made specifically for your order, the following creations are not eligible for return or refund, except in the specific cases of misprint, damage, defect, or incorrect creation as outlined above:
• Gift cards
• Promotional or special offer items
• All custom or personalized creations, which represent the core of our bespoke offerings
• Items where the wrong size, color, or piece was ordered by the customer
• "Buyer's remorse" or a change of mind after the order has been placed or received
• Items that have been used, washed, worn, or are not in the condition they were received, unless the defect was discovered after initial use and reported within the 30-day window
• Sale or clearance items

4. How to Report an Issue (Defective/Damaged Items)

To initiate a request for a replacement or refund for any of the eligible reasons, please contact us promptly within 30 days of your item's delivery date.
• Contact Us Immediately: Email us at customerservice@tintadepueblo.com.
• Provide Details: Include your order number and a clear description of the problem.
• Attach Visual Proof: Provide clear photographic evidence of the concern. Clear photos or a video that clearly shows the defect, damage, or incorrect item are crucial for us to process your request efficiently.

5. Resolution for Approved Issues

Once we receive your report and approve the issue based on the provided evidence, we will offer one of the following solutions:
• Free Replacement: We will arrange for a free replacement of the item to be sent to you at no additional cost.
• Full Refund: A full refund will be issued to your original payment method. Please note that refunds can take 5-10 business days to appear on your statement, depending on your bank or payment provider. 

6. Shipping & Returns

• For Misprinted, Damaged, Defective, or Incorrectly Created Items: If your claim for an item bearing a misprint, damage, defect, or incorrect creation is approved, we will arrange for a replacement to be shipped to you at no additional cost. In most instances, there will be no need to return the original item. You will generally not be responsible for return shipping fees in these situations, as the original item is typically not required for return. If a return is necessary for a specific reason, we will provide you with instructions and cover the return shipping costs.

• For Items Returned Due to Incorrect Address or Unclaimed: Should a creation be returned to our fulfillment studio due to an invalid or incomplete address provided by the patron, or if it remains unclaimed from the postal service, we will promptly notify you. We can facilitate reshipment to a corrected address, but please note that you will be responsible for the reshipment costs. 

• General Returns (Not due to studio error): For any return accepted outside of our studio's fulfillment errors (at our sole discretion), you will be responsible for all associated shipping and return fees. Original shipping costs are non-refundable. A specific return address will be provided upon approval of your return request.

7. Lost in Transit Creations

If your order's tracking information indicates that your package is lost in transit (and not marked as "delivered"), please contact us at customerservice@tintadepueblo.com within 30 days of the estimated delivery date. We will conduct a thorough investigation with our fulfillment studio and the shipping carrier. If the loss is confirmed, we will arrange for a replacement creation to be sent to you at no additional cost. We regret that we cannot replace orders that have been successfully marked as "delivered" by the carrier.

8. Order Cancellations

Because each piece is sent to production very quickly after an order is placed, we can only accept cancellation requests within 2 hours of your purchase. After this window, the order will have entered production and cannot be cancelled or modified.

9. Contact

For any questions regarding your order or our return policy, please connect with us at: customerservice@tintadepueblo.com