Estancia Tiles Returns, Cancellations, & Warranty Policy
Return and Exchange Policy
All of our tiles at Estancia Tiles have a heavily hand-made process involved; as such, imperfections are expected. Color variations are to be expected from batch to batch. What you see on your screen might not be exactly what you will get, this is mostly due to several factors, among others: lighting when the picture was taken, lighting in your own monitor, but mostly changes in the glazes used between batches. All these factors are beyond our control. If in doubt, we recommend you to order a sample before committing to a bigger order. All products are sold as "Brand New" in its original package. Please make sure the merchandise is what you want and it will work with your project. If you are not sure, please send us a email for assistance before placing the order.
Within 30 days of delivery of a shipment, you may return any of the items you purchased from our website for a refund. There will be a 20% restocking fee in most of the returned products. If you simply did not liked it, or for any other reason, you can return it. We will not refund shipping and handling costs. You are also responsible for the shipping cost incurred in sending the product(s) back to us. You do not have to use the same shipping method to return the items to us, specially if it was an express one. The credit will be issued to the same account used to make the purchase and it will be honored once we get the products back and they are in good condition (not damaged when in transit to your place or back from it).
Unclaimed Packages Policy If we get unclaimed packages back from you, we will not be responsible for the shipping charges incurred but you. So you have to pay again for the package to be resent. You will get an e-mail notification on when your package(s) get out and an estimated delivery time, so you are aware of the delivery. You need to make arrangements to be at home if the carrier can′t just leave the package at the front door or if your house is inaccessible. We will cover this expense when a mistake was made on our side. If you ordered on the phone and we did not take the correct address and as a result of that, your package was not delivered, we will cover the second-time shipping expense.
All orders are automatically processed on our secure merchant processor when they are placed. During this process we incur irreversible fees. Therefore, while we understand that orders might need to be changed sometimes, we are unable to refund the credit card processing surcharge fees. We strictly adhere to the following cancellation policy:
Some products can not be cancelled once the order is placed. Please contact us for details on the item. If the order can be cancelled BEFORE it has been shipped, you will be assessed a 3% cancellation surcharge fee before credit is issued.
If you cancel your order AFTER it has been shipped the cancellation will have to be treated as a Return with all applicable fees & credit card surcharges.
Custom orders can not be cancelled.
Orders which are REFUSED AT DELIVERY will be assessed all of the applicable fees listed above - including restocking, cancellation and other applicable fees.
1 Year Limited Manufacturer Warranty
This product is covered by a one-year warranty against defects in materials and workmanship from the date of purchase. If any issues arise within the limited time warranty a repair or full replacement will be done by the manufacturer without any extra cost to you. This warranty will be voided if there has been any unauthorized alteration, modifications, or repairs not performed or authorized by the manufacturer.
Be aware that most of our products are handmade and that small imperfections, glitches, color non-uniformity are to be expected. Our tile is clay made, and not as strong as the ceramic machine-made, it can be slightly bent, not perfectly flat, so it is up to the contractor to make sure the installation goes smoothly and aligned. Once you get our products you have enough time to inspect them and return them if not happy with them. We are very proud of our products quality and stand behind them. Warranty is to the original purchaser that it will provide replacement or refund the purchase price at our discretion of any product that fails to meet the requirements above within the first year. Labor costs for removal of existing product and installation of replacement product is not included. Color match of the replacement product to that being replaced cannot be guaranteed. This warranty is valid to the original customer and non-transferable. The manufacturer makes no other warranties, express or implied, including merchantability or fitness for a particular purpose. Purchaser’s remedy is limited to replacement as described above, and under no circumstances shall the manufacturer be liable for any loss or damage arising from the purchase, use, or inability to use this product, or for any special, indirect, incidental, or consequential damages. No installer, dealer, agent, or employee of Manufacturer has the authority to modify the obligations or limitations of this warranty. This warranty gives specific legal rights. Since some states have laws governing consumer rights and damages, some of the above limitations may not apply to you, and you may have other rights which vary from state to state. Except for these other rights, the remedy provided under this warranty state the limit of the manufacturer responsibilities. Insurance Coverage and Broken Items Most of our shipments are sent insured, this includes all ceramic products. In the event of a broken piece you must notify us within 7 days or receiving it. The insurance is not valid after two weeks of delivery. We are not responsible for any claims after this timeframe. If you detect a broken item, do not return it, keep the box and packaging and notify us immediately. If you return it, additional shipping charges might happen and the carrier will have hard times finding the damaged product to inspect it. Besides that, if the broken item (e.g. a mirror) is repairable, we will refund you the cost of repair. Still a claim needs to be filed, so we expect your repair receipt as soon as possible. In the event of a broken item, we file a claim to the carrier and re-send you the product at no cost to you, if we do not have another product like the one you ordered, then you have two options: Either you are entitled for a full refund (including S&H cost) or you can pick a different color/design/product from our catalog that matches the original price or, if higher, pay the difference, if you pick a cheaper product, we will credit you the difference.