I. Return Policy for Mexico
In Mexico, the Ley Federal de Protección al Consumidor (LFPC) grants customers specific rights regarding quality and information.
- Standard Return Window: 30 days from the date of delivery for most items.
- Legal Guarantees: According to PROFECO, if a piece is defective or doesn't match its description, customers have a right to a replacement or a full refund, plus a potential 20% compensation.
- Condition for Returns: Items must be unworn, in their original 925/950 silver-safe packaging, and with all original tags attached.
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Non-Returnable Items:
- Custom-made or engraved pieces (final sale unless defective).
- Earrings (due to hygiene reasons).
- Refund Method: Refunds must be issued via the original payment method.
II. Return Policy for USA & Canada
International customers typically expect more flexibility but must navigate customs and higher shipping costs.
- Return Window: A 30-day window is standard for international jewelry.
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Shipping Costs:
- Customer Responsibility: For "change of mind" returns, the customer generally covers international shipping and insurance.
- Defective Items: It is best practice for the shop to provide a pre-paid label if the item is damaged upon arrival.
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Customs Documentation:
- Crucial: Customers must mark the package as "Mexican Merchandise Return". Failure to do so may result in import duties that will be deducted from their refund.
- Use trackable services (like USPS or Canada Post) and provide the tracking number to Arte Taxco immediately.
- Packaging: Use acid-free tissue or bubble wrap to prevent tarnishing or tangling during the longer transit time.
Summary Comparison
| Feature | Mexico (National) | USA & Canada (International) |
|---|---|---|
| Timeframe | 30 days from delivery | 30 days from delivery |
| Return Shipping | Paid by customer (unless defect | Paid by customer (unless defective) |
| Refund Process | Original payment method | Original payment method (minus duties) |
| Required State | Unworn, original tags & packaging | Unworn, original tags & documentation |
| Exclusions | Earrings, custom/engraved items | Earrings, custom/engraved items |
How to Initiate a Return
- Email: Contact hola@artetaxco.mx with your order number and photos of the item.
- Authorization: Wait for a Return Merchandise Authorization (RMA) email before shipping.
- Shipping: Pack securely. For international returns, follow the provided customs declaration instructions exactly.
- Inspection: Refunds are processed within 5–10 business days after the item passes quality inspection at the Taxco studio.