Shipping & Returns

 

 

1 Shipments

• How long will it take to receive my order?
  Delivery time depends on the destination:

  • Domestic shipping (15-20 business days)

  • International shipping (20-30 business days)

• How much is the shipping?
  Shipping costs vary depending on the weight of the order and the delivery location. Exact costs will be calculated at checkout, before payment is processed.

• Can I change the shipping address after making the purchase?
  If you need to change the shipping address, please inform our customer service team as soon as possible. If the order has not yet been shipped, we will do our best to update the address. However, we cannot guarantee changes once the order has left the factory.

 

2. Returns and Exchanges

Custom products

All our products are manufactured (Custom), according to the specifications provided by each client.
For this reason:

WE DO NOT ACCEPT RETURNS or exchanges due to errors in measurement, taste, or customer choice.

We recommend that you carefully review the measurements and details before confirming your purchase.

 

3. Defective or damaged products

Yes, we accept returns or replacements when the product arrives with manufacturing defects or damage caused during shipping.

Our company will be responsible for any issues arising from variations in thickness, width, or length exceeding +/- 3 millimeters. This also applies to treatments applied to the surface or poorly finished edges. We do not accept claims after installation.

The carriers are required to have LOTT insurance for your order, which we will manage on your behalf in case of damage. Therefore, upon arrival of the pallet, the customer must check for any damage. If you received a defective or damaged product:

1. Indicate it on the carrier's sheet.

2. Contact us within the first 24 hours to receive the package.

3. Send photos or videos clear signs of damage or defect.

4. Store the pallets wooden for return.

5. Once verified, we will offer you:

   • Free product replacement, or

   • Full refund (depending on the case).

Nota: To validate the warranty, the product must be in the same condition as when it was received, without signs of use.

 

4. Return costs

• If the product arrived defective or damaged, We will cover the shipping costs for replacement or refund.

• In any other case, no refundsTherefore, no additional costs apply. 

• In the event of material replacement for the reasons stated, the customer is obligated to return the slabs to the factory in the same packaging in which they were received for verification. If, after verification, no errors in cutting or treatment are found, the slabs will be made available to the customer at our facilities, with the customer responsible for the round-trip shipping costs.

 

5. Important information regarding measurements and customization

The customer is responsible for providing correct measurements.
We will not be able to make changes or refunds if the error stems from incorrect measurements or specifications provided by the customer.