WARRANTY, EXCHANGE AND RETURN POLICY

WARRANTY, EXCHANGE AND RETURN POLICY

 

At De La Rosa Tulum ®, we want to make sure that you are completely satisfied with your purchases in our physical stores and in our Online Store at www.delarosatulum.com. For this reason, we have established the following conditions:

 

Warranty

At De La Rosa Tulum ®, we offer a legal guarantee for the products you purchase in our physical stores or in our Online Store. We want to give you peace of mind and confidence in your shopping experience.

Warranty period. You will have 90 days from the date of purchase in the physical store or from the reception of your order placed in the Online Store.

Warranty Coverage. Our warranty covers only defects resulting from the manufacture of the product. These defects refer to:

Jewelry:

  • Detachment of stones and/or crystals.
  • Noticeable variations in the thickness of the pieces compared to published specifications. Please note that small irregularities or slight variations due to the artisanal process or natural characteristics are not considered defects.
  • Breakage of the piece, provided it is not the result of force, excessive pressure, crushing or general misuse of the product.
  • Detachment of earring posts.

Clothing:

  • Notable variations in the declared measurements. Likewise, small irregularities or slight variations due to craftsmanship or natural characteristics are not considered defects.

Hats:

  • Notable variations in the declared measurements. Please note that small irregularities or slight variations due to the craftsmanship process or natural characteristics are not considered defects.
  • Missing pins or jewelry elements specific to the model.
  • Deficiency in the elastic and/or lining.

 

Please note that our warranty only applies to manufacturing defects, not for damage caused by misuse, we provide you with the following information to keep your pieces impeccable: (insert link with Care Instructions)

 

Warranty conditions.

Our jewelry is made of silver or brass, and some are gold plated. Please note that gold plating is not permanent and may fade with time and use. To maintain the luster and color longer, it is important that you follow the care recommendations that we will provide with the jewelry. We cannot guarantee discoloration of metals.

We will not be able to exchange products that are deteriorated due to improper use, such as blows, use of chemicals or non-compliance with the instructions for use provided at the time of purchase. The warranty covers repair or exchange, according to the criteria of De La Rosa Tulum ® and the applicable norms. If you decide to make modifications to the jewelry, garments or hats, the warranty will be lost.

Our products at De La Rosa Tulum ® are handmade, so they may present special and natural characteristics due to the materials used in their manufacture. This can generate, in some occasions, variations in texture or differences between products. These variations are not considered manufacturing defects and, therefore, do not apply as a warranty.

If you have a manufacturing defect claim and wish to initiate the warranty process, please contact us via email hello@delarosatulum.com. Be sure to provide us with the following details:

  • Order number.
  • Your full name.
  • Photographic evidence of the item on which you are making the claim.
  • Proof of purchase.

At De La Rosa Tulum ® we will review each claim carefully and determine if the warranty is applicable. If necessary, we will ask you to send or bring the product to our location for inspection. If we consider that the item presents a manufacturing defect, we will decide if it is possible to repair it or if we should replace it with a new one. If the damage is not due to a manufacturing defect, we will inform you of this and provide you with information about available repair services, either at additional cost or at no additional cost.

If the manufacturing defect cannot be repaired, we will offer you a replacement of the same model. In case the model is not available, you will have the option to exchange it for any other jewel of equal or greater value, paying the corresponding difference.

If a complete replacement of the product is made, the warranty period will restart from the moment of replacement. If one or more parts or pieces of the item are replaced, these will have their own warranty.

The legal warranty period will start from the date of delivery of the product to the customer.

The repairs covered by the warranty will be carried out within approximately one (01) month from the date we receive the item.

In the case of purchases made in our Online Store, the shipping costs for products subject to warranty, whether replaced or repaired, will be assumed by De La Rosa Tulum, both nationally and internationally. However, in case of international shipments, the customer must pay the corresponding taxes, customs and duties. For purchases made in physical stores, we ask that you take the piece to the store or send it to us by mail to our address. In this case, shipping costs will be the responsibility of the customer.

Returns and Exchanges

We want to make sure you are satisfied with your purchase, that's why we offer you the following conditions for exchanges or returns:

Deadline for exchanges or returns:

  • Purchase in our online store: You have 30 days from the date of shipment of your order.
  • Purchase in one of our physical stores: You have 30 days from the date of purchase.

Condition of the article and labels: The articles must be in their original condition, without having been used, and keep all the corresponding labels.


If you request a return, we will offer you the option to receive DLR credits or a Gift Card, so you can enjoy future purchases with us. All exchanges and returns must be made directly to one of our physical stores.