Refund policy
RETURN & REFUND POLICY
ALL SALES ARE FINAL.
La Madrina’s Nursery does not accept returns or exchanges and does not provide refunds or store credit for change of mind, buyer’s remorse, personal preference, or for characteristics that are normal to handmade, hand-painted, artisan, natural, or imported products.
HANDMADE & ARTISAN PRODUCTS
Many of the items sold by La Madrina’s Nursery are individually handmade, hand-painted, hand-finished, fired, carved, molded, glazed, or otherwise crafted by artisans. No two pieces are guaranteed to be identical.
By purchasing a handmade or artisan item, the customer acknowledges and accepts that variations and imperfections are part of the handmade process and are not considered defects or damage.
These characteristics may include, but are not limited to:
• variations in color, shade, paint, glaze, texture, pattern, finish, shape, dimensions, and weight
• uneven or imperfect paint lines and brushstrokes
• glaze variations, drips, bubbles, pinholes, crazing, or areas with lighter or heavier glaze
• small pits, indentations, bumps, rough areas, surface marks, scuffs, scratches, or minor nicks
• kiln marks, firing marks, exposed clay or material, discoloration, or variations caused during firing
• slight asymmetry, uneven edges, irregular shapes, or differences in thickness
• natural markings, texture, or variations in clay, cement, stone, wood, ceramic, Talavera, or other handmade materials
• minor differences from photographs or other pieces of the same design
These characteristics are considered normal and expected qualities of handmade merchandise and are not grounds for a return, refund, exchange, replacement, or store credit.
Product photographs are provided as a representation of the item or style. Because products are handmade, the item received may not be an exact duplicate of the item photographed unless specifically stated otherwise. Screen settings, lighting, photography, and natural variations may also affect how colors appear.
Measurements and weights are approximate unless expressly stated otherwise.
DAMAGED OR INCORRECT SHIPMENTS
Our all-sales-final policy does not prevent us from addressing an order that was materially damaged during shipping or an incorrect item sent by La Madrina’s Nursery.
Customers must contact us within 48 hours of confirmed delivery and provide:
• the order number
• clear photographs of the entire item
• close-up photographs of the claimed damage
• photographs of the shipping box and all packaging materials
• photographs showing any visible damage to the shipping container
Do not discard the item, box, or packaging materials while a claim is being reviewed.
La Madrina’s Nursery may request additional photographs, original image files, video, shipping documentation, or other reasonable evidence necessary to evaluate a claim.
Customers may be asked to provide a continuous, unedited video showing the shipping container, shipping label, packaging materials, entire item from multiple angles, and the specific area of claimed damage.
Reports submitted after the 48-hour period, or claims without sufficient photographs or documentation, may not be eligible for assistance except where otherwise required by law.
After reviewing a verified shipping issue, La Madrina’s Nursery may, as appropriate and subject to applicable law, offer a replacement, repair, store credit, refund, or another resolution. The appropriate resolution will depend on the circumstances and availability of the item.
Normal handmade characteristics described above are not considered shipping damage.
CANCELLATIONS
Orders begin processing after they are placed. Orders cannot be canceled once they have been processed, prepared, packed, fulfilled, shipped, picked up, or otherwise completed.
Custom, special-order, preorder, personalized, made-to-order, and specially sourced merchandise is final sale and non-cancelable once the order has been accepted or work/sourcing has begun.
CUSTOMER RESPONSIBILITY
Customers are responsible for reviewing product descriptions, dimensions, photographs, materials, colors, quantities, and other product information before purchasing.
A customer's personal preference regarding the handmade characteristics, color variation, size, finish, texture, shape, or appearance of an item after purchase does not qualify the item for a return or refund.
By completing a purchase from La Madrina’s Nursery, the customer acknowledges that they have reviewed and agreed to this Return & Refund Policy.
Nothing in this policy limits any rights or remedies that cannot legally be waived under applicable law.