Refund policy

La Casa is a small Guatemalan LLC dedicated to sourcing, developing, and exporting the widest possible range of craft items to benefit the largest possible population of artisans in the country. We work with Guatemalan artisans to manufacture all the merchandise we present at trade shows or post for purchase on our website. While we are exceptionally careful to ensure every item is as close to the prototype presented or photographed in terms of raw materials, technique, assembly, and finishing, small differences may occur because each piece is handmade. It is understood by our clients and the users of our site that these small differences are inherent in the activity of hand production, and that we cannot warrant the absolute uniformity of every single item when compared to its prototype.

2. Cancellations, Returns, Exchanges and Refunds

If you need to cancel your order please remember it must be done within ten calendar days of placement. We hold very little inventory and must place every order with artisans and pay them in advance of manufacture, so cancelled orders wreak havoc on our finances. For more information please contact us at info@lacasaguatemala.com

Due to international shipping predicaments we cannot accept returns to Guatemala. Of course, if merchandise is defective we will replace it, but you must inform us of the problem and send us detailed images of it within the first 10 days of receiving your order. Please send correspondence to info@lacasaguatemala.com and we will offer you a solution within 24-48 hours of receiving your complaint.   Depending upon the merchandise requiring replacement or exchange, we will either ask you to dispose of it, or we will send you a prepaid mailing label and ask you to ship it to a third party in the U.S.  We cannot offer you a timeline for replacement in this space as we must gauge a number of factors including existing inventory, ongoing production, and raw material availability. As soon as we have reviewed these factors we will inform you of the replacement timeline in writing and request you approve that timeline in writing.

In the event you receive merchandise that is defective, broken, blemished or significantly different from what was advertised at our trade show or on our website, you may opt for a refund instead of an exchange. Refunds will be issued via the same method used to pay for the original merchandise, within a period not exceeding a calendar week after the refund has been approved. We will refund you the nominal value of the merchandise as well as its shipping cost.

We cannot offer refunds for merchandise that is not defective. If you have ordered something mistakenly and would like to exchange it for something else we supply, or for credit to be used in the future, we will honor the nominal value of the rejected item, but not its shipping cost, and we will bill you the shipping cost of any replacement merchandise. This policy is necessary in order for us to finance re-shipment of the refused inventory to a third party in the U.S., and we will send you a prepaid mailing label once we have come to agreement on the exchange/credit options.

Any sale items listed on the website are considered clearouts and are not subject to refund. If they are found to be defective by the buyer, we will replace them if stock is still available, or issue a credit.