Each Tres Piedras piece leaves our workshop carefully inspected and packaged. In the exceptional event that your order arrives damaged, this page clearly explains what applies, how to report it, and what your options are.

Only when the product arrives physically damaged at the time of delivery.

Returns are not accepted for change of mind, selecting the wrong model, wear from use, or for natural variations inherent to a handmade artisanal product (differences in texture, porosity, stone tone, or slight asymmetries). These characteristics are inherent to each piece and do not constitute a defect.

If Tres Piedras dispatches a product different from the one you ordered, we cover the full cost of the return and the reshipment of the correct piece, at no additional charge to you.

Deadline and evidence: The same as for a damaged product. You have 5 business days from the date of delivery to notify us. Clear photographs of the product received and your order number are required.

What happens once the error is confirmed:

1. Tres Piedras generates and sends a prepaid return label to your email.
2. The correct piece is dispatched as soon as we confirm receipt of the return.

Delivery time corresponds to our standard shipping timeframe from the date of dispatch.

For international orders (U.S. and Canada): if the cost of the return freight exceeds 50% of the product's value, we apply the store credit without physical return policy described in the International Shipments section.

Monetary refunds apply only in the case of cancellation prior to shipment, under the conditions described below. For orders that have already been shipped and received, monetary refunds do not apply as a general rule, except in the cases expressly outlined in the Manufacturing Defects Warranty section.

When damage is validated upon receipt of the product, we offer one of the following two options, at the customer’s choice:

1. Exchange for the same model, or for another model of equal price available in our catalog.
2. Store credit coupon for the amount of the returned product. If the requested exchange model is not available at the time the request is processed, the store credit coupon for the same value will be applied automatically.

Cancellation prior to shipment

If you wish to cancel your order and it has not yet been shipped, you may request a monetary refund. This is the only situation in which a direct refund is issued.

Conditions:

• The order must be in "pending shipment" status at the time of the request. Orders already shipped are not eligible.
• Applies exclusively to payments made by credit or debit card through Tiendanube. Cash payments are not eligible for this option.
• The refund is processed through the same payment method used for the purchase.
• Processing time is up to 10 business days from confirmation of cancellation, depending on the issuing bank. To request cancellation, contact us by email or WhatsApp (see section "Contact and Customer Support") with your order number. We confirm eligibility on the same business day the request is received.

Deadline

You have 5 business days from the date of package delivery to notify us of the damage. We recommend inspecting your order on the same day you receive it. Reports received after this period cannot be processed.

Required evidence

In order to process your request, it is mandatory to attach:

• Clear photographs of the damaged product, and/or
• An unboxing video showing the condition of the package and product at the time it is opened. Without visual evidence, we are unable to proceed with the case.

Where to report

• Email: [email protected]
• WhatsApp: +52 351 351 5831

Information you must include in your message

• Order number
• Full name of the purchaser
• Date of receipt
• Brief description of the damage
• Attached or linked photographs or video

1. Customer report — You submit your request with evidence within 5 business days.
2. Acknowledgment of receipt — Tres Piedras acknowledges receipt of your report within 2 business days and sends return instructions. For orders within Mexico, we include a prepaid return label in that same email, generated through our shipping platform. For international orders, we provide the return address and the applicable process.
3. Product return — You send the product to the indicated address (see section "Return Address"). The cost of this shipment is the customer’s responsibility.
4. Validation — Once the piece is received at our facilities, we verify its condition. This process takes up to 3 business days.
5. Resolution — According to your choice, the exchange is processed or the coupon is issued. If you selected an exchange, standard shipping time applies from the date of dispatch.

The cost of return shipping (from the customer to Tres Piedras) is the customer’s responsibility.

The cost of shipping the exchange (from Tres Piedras to the customer) is also the customer’s responsibility and is charged prior to dispatch.

In the event of an exchange for the same or another model, the customer is responsible for two separate shipments: the return of the damaged product to Tres Piedras, and the dispatch of the replacement to their address.

It is recommended to use a shipping service with a trackable tracking number and to retain proof of shipment.

For international shipments (U.S. and Canada), all return costs — including return freight and any import duties, taxes, or customs fees in both countries — are the customer's responsibility.

Return label for orders within Mexico: For domestic returns, Tres Piedras generates and sends a prepaid return label. The cost of this label is the customer's responsibility and is deducted from the store credit coupon, or charged prior to dispatch of the exchange.

Exception — wrong item shipped: When a return originates from an error by Tres Piedras (incorrect product dispatched), all return and reshipment costs are covered entirely by Tres Piedras. See section Wrong item shipped.

If you choose the store credit coupon:

• It is sent as a discount code to the purchaser’s email once Tres Piedras has received and validated the returned product.
• The value corresponds to the price paid for the damaged product.
• Validity: 30 business days from the date Tres Piedras notifies issuance of the code.
• Not combinable with other promotions, discounts, or active coupons.
• Valid for a single purchase.

This section applies to purchases made to delivery addresses in the United States and Canada.

All international return costs — including return freight, taxes, and customs fees in both countries — are the customer's responsibility. Tres Piedras does not operate a receiving hub in the U.S. or Canada; all physical returns must be sent to the address listed in the Return Address section.

Store credit without physical return

When the estimated cost of return shipping exceeds 50% of the product's value, a physical return will not be required. In that case, once the damage has been validated through photographic or video evidence, a store credit coupon for the full value of the product will be issued, with no need to ship the piece back.

To determine whether this condition applies, please contact us before arranging the return shipment.

For a return to be valid, the product must arrive at our facilities in a condition that allows for proper evaluation.

The customer must use the original Tres Piedras packaging or, if unavailable, an equivalent protective alternative: a rigid box, appropriate cushioning materials (bubble wrap, foam, or interior fill), and a secure seal that protects the piece throughout transit.

Additional damage caused by inadequate packaging during the return shipment may void the return request. Evaluation of the original damage is only possible when the product arrives in a condition that allows us to distinguish pre-existing damage from damage caused during the return.

Loss due to carrier responsibility

If a package is officially declared lost by the shipping carrier and the shipment is covered by insurance, Tres Piedras will arrange a replacement shipment at no additional cost to the customer, once the loss has been officially confirmed by the carrier. Delivery time for the replacement corresponds to our standard shipping timeframe from the date of dispatch.

Package returned to origin after failed delivery attempts

If the carrier records three unsuccessful delivery attempts and the package is returned to our address, the customer has two options:

• Request a second shipment: the customer covers the cost of the new shipment, charged prior to dispatch.
• Decline reshipment: Tres Piedras will issue a refund for the value of the product only. Original shipping costs are not refunded.

To activate either option, the customer must contact us within 5 business days of being notified that the package has been returned to origin.

In addition to coverage for damage during transit, Tres Piedras offers a limited warranty against manufacturing defects that are not visible at the time of unboxing.

Coverage period: 15 calendar days from the date of receipt.

What constitutes a covered defect

A manufacturing defect refers to a structural failure in the material — such as an internal crack, defective finish, or failed material bond — that does not result from use, mishandling, normal wear, or the natural variations inherent to handcrafted work. Characteristics that are inherent to artisanal processes do not constitute a defect.

How to report it

The reporting process is the same as for a product damaged in transit: clear photographs of the defect and your order number, sent by email or WhatsApp as listed in the Contact and Customer Support section, within the coverage period.

Customer options if the defect is validated

• Product replacement with an equivalent piece, at no additional cost.
• Refund of the product's value, processed through the original payment method and subject to the issuing bank's processing timeframe.

This policy does not apply in the following cases:

• Damage reported after 5 business days have elapsed since delivery.
• Requests without photographic evidence or unboxing video.
• Impacts, drops, or damage caused during use of the product.
• Natural wear resulting from normal use.
• Variations in texture, color, porosity, or shape inherent to handmade artisanal craftsmanship.
• Returns that do not meet the packaging requirements described in the Packaging and Packaging Requirements for Returns section.
• Defects reported after 15 calendar days have elapsed from the date of receipt.

Paseo de los Cedros #22 Col. La Floresta C.P. 59616 Zamora, Michoacán, Mexico

International customers must send all returned packages to the address listed above, unless an alternative process has been agreed upon in writing with the Tres Piedras team.

For any questions regarding this policy or the status of your request:

• Email: [email protected]
• WhatsApp: +52 351 351 5831
• Customer service hours: Monday through Friday, 9:00 a.m. to 6:00 p.m. (CST)

This policy is governed by the applicable laws of the United Mexican States. In the event of dispute, the parties submit to the jurisdiction of the competent courts of Zamora, Michoacán, expressly waiving any other jurisdiction that may apply based on their present or future domiciles.

This policy may be updated without prior notice. The version in effect is always the one published on this website.

Tres Piedras trespiedras.mx | [email protected] | +52 351 351 5831 Zamora, Michoacán, Mexico