At Monterrey Rustic and More we make our best effort to sell high quality products. Before any delivering, we do an inspection on the merchandise purchased to make sure we deliver a product with the highest quality that our customers are expecting. But sometimes things don’t go as we all expected.
If the item has a manufacturing defect covered by our warranty policy we will repair or replace the damaged parts for the item. Depending on the damaged we might be able to mail you a repairing kit, a new part (door, pull, hinge, etc.) or a new item at our expense.
Monterrey Rustic and More limited warranty for products purchased through www.monterreyrustic.com and/or by phone is for 30 days from the date the product is delivered in the final shipping address. Monterrey Rustic and More limited warranty for products purchased in store locations is for 30 days from the date of the invoice.
Most of our furniture products are solid wood products and are made of steamed wood which makes them vulnerable to changes due to room temperature and moisture. Wood may contract or expand creating changes in the wood adding character to the product. Wood natural marks and knots will vary for each product purchased. Warranty does not cover any contractions, expansions, cracks created by contractions and/or expansions, wood warping, differences in wood natural color and marks (natural cracks, knots, grains, wood tone, simulated worm holes and other natural marks of wood) or changes in color over time of the wood or any material from any of the products.
Most products have rusted and not rusted hardware: pulls, hinges, nail heads (conchos), screws, bolts, nails, fasteners and nuts. These hardware products are hand placed in the furniture products. Warranty does not cover variation in colors, variation in texture and variation of location for any of these hardware products.
Some products have slate which is vulnerable to changes due to room temperature and moisture. Slate will vary in color and form adding character to the product. Slate natural color, marks, cracks, scratches, stains, holes and bumps will vary for each product purchased. Warranty does not cover any contractions, expansions, cracks created by contractions and/or expansions, differences in slate natural color and marks (cracks, scratches, stains, holes and bumps, etc) or changes in color over time of the slate or any material from any of the products.
Following care recommendations will prevent damage in the product:
-Avoid exposing any piece directly to the sunbeam. Not for outdoor use unless is specified in products description.
-In case of water spills, clean softly immediately with a dry rag, not doing it could denote to lose color in its original finish. It is recommended to use coasters or place-mats whenever you have liquids or food on top of a surface of the product.
– For cleaning purposes frequent dusting with a dry cloth is recommended. Never use a wet cloth to clean your products.
– For products that have a wax finish it is recommended for wood maintenance, every six months to a year you can re-wax it with a natural color paste wax or similar wax products depending on how much wear the furniture receives.
Warranty does not cover improper use and improper care that causes any damage to the product. Not following care recommendations will void this warranty.
For products with fabric this Warranty does not cover fabric snagging, pilling, fading, shrinkage, stretching, scratching or staining of the fabric.
This Warranty does not cover lost or stolen products, damage from normal wear and tear, negligence or abuse, fire, accidents, improper cleaning and care. Nor does it cover damage caused by cuts, burns or pets. Any conditions or defects resulting from misuse, rental or commercial use, alterations or recovering of original fabric, wood or any material that is part of the product are excluded from this warranty. As mentioned above, minor imperfections like cracks, expansion and contraction of wood, slate or any other material; quantity and positions of knots and natural marks in wood; quantity of cracks, lines, bumps, holes in slate; and color variations in wood, slate and other materials are not considered defects.
For delivered orders, this warranty does not cover any damages created during the time of unloading the products at the final address destination. Monterrey Rustic and More will not take responsibility for any personal injuries, damage to personal properties, vehicle, items purchased or subsequent damage as a result of the unloading of the products that were purchased. Customers are advised that most of the products are heavy and will arrive in a box or a pallet. It is highly recommended to have minimum 2 people to receive the item purchased.
For pickup orders in store locations, this warranty does not cover any damages created during the loading, traveling and unloading of the products when purchased at the physical location in San Antonio, Texas. Customers are responsible for loading, securing and transporting the products purchased. Monterrey Rustic and More and its staff will not take responsibility for any personal injuries, damage to personal properties, vehicle, items purchased or subsequent damage as a result of the loading, securing and transporting the products that were purchased.
In case of any damage or defect in the purchased product that are not caused by shipping services, Monterrey Rustic and More has to evaluate the defect of the product purchased by the client. The customer has to provide photos and a description of the problem to the following email address:
Monterrey Rustic and More will analyze the situation and pictures to make a decision if the warranty covers the product so we can proceed to a repair, exchange or return.
If you are not completely satisfied with the product you received, you have 7 days after the date you received the product in your address (shipping address destination arrival date) to contact us at (210) 212-9573 so you can get an exchange, credit in store (only available in store locations purchases) or refund (refunds available only for online purchases).
–All online or phone orders that are returned are subject to a 20% restocking fee.
–Delivery and Shipping fees are NON-REFUNDABLE.
-You will be responsible for return shipping or delivery costs in the case of a return of a product.
Pricing Errors and inventory changes
In the event that we incorrectly price a product or shipping cost, we reserve the right to cancel any placed order. You will be refunded or we might call you to see if you would like to pay the difference.
In the event that we have inventory changes and there is an error in the inventory quantities, we reserve the right to cancel any placed order. You will be refunded or we might call you to let you know the arrival time for the product to see if you would like to wait for it.
For phone orders, once an order ships from the warehouse it can no longer be cancelled and it will be subject to the product return policies and restocking fees.
For store location orders, once the order is paid it can no longer be cancelled. There are NO REFUNDS only exchanges or credit in store when doing store locations purchases.
Pre-order items and gift cards are non-refundable and can not be cancelled for any reason.