Returns & Exchanges

Hassle-free Returns:
 

We are committed to bring you the best quality products in a timely and efficient manner. However, if for some reason you are not completely satisfied with your purchase you may return the items(s) to obtain a refund according to the following guidelines.

- All returns and exchanges must be received within 45 days of sales receipt date.
- No RMA is required. Include a copy of the invoice or reference # when possible.
- Carefully package the merchandise using the original packing as a guide.
- All returned items must be in good conditions; wet, broken or damaged products are not acceptable.  
- When possible please include a written statement explaining the reason for return. We appreciate all feedback.

- UPS is our preferred shipping method, but you may use a carrier of you choice when returning product.

- Send prepaid and fully insured to:

                         Tierra y Fuego
                         8785 Dead Stick Rd
                         San Diego, CA 92154

Please allow approximately 5-7 business days for your return to be processed once it has arrived at the warehouse. All credit card refunds will be applied to the card used for the original purchase. You should allow 2-3 business days for the credit to show on your account from the date the credit was processed.

Insuring you return is important. If a returned package is lost or damaged on its way back to us, you are responsible for filing a claim with the carrier. Review you carrier's shipping terms as they have time limits for filing a claim.

We apply a 10% restocking fee to all approved returns. Unfortunately, all non-product related fees (shipping, transaction, payment processing, and insurance) are no refundable unless we made an error.

Returns of items purchased under a free shipping sale are subject to the deduction of the original shipping cost from the final refund once it has been calculated accordingly.

Refunds will be honored once the merchandise is accounted and received in saleable condition.

Damaged Deliveries:

In case you receive damaged items please notify us within 2 business days from the date received. You may call us at 1-619-710-8885 or Email Us. We will make arrangements with you to replace or refund you for damaged pieces. Pending availability, we will ship your replacement merchandise within 1-2 business days. All replacement merchandise will ship ground service.

Keep the original box and packaging as we may need to arrange for a pickup of damaged merchandise or if the carrier would like to set up an inspection of the damaged delivery. For our records we may require that you email photographs of the damaged merchandise; a claim with corresponding shipper may be placed by us.

For deliveries made by freight, if the carton has extensive external damages, it is to your benefit fo refuse the delivery and let the carrier keep and return the product to us. Any product accepted with visual damage should be documented with the carrier in order for us to file a claim.

Incorrect items received:
 

If we have made an error on your purchase and we sent you the incorrect product we will arrange for a replacement and/or arrange for the incorrect item to be returned at our expense. Please call us at 1-619-710-8885 to make arrangements. Please have the items repacked with its packaging and include a packing slip when possible.

Ordered the wrong size or color?

Any item ordered incorrectly may be returned following the guidelines at the top of the page. It is the customer's responsibility to have the merchandise shipped back to Tierra y Fuego. If you want to reorder a replacement using the credit from the incorrect item, we will ship it after we receive and process your returned product. Shipping charges wil apply for the new order.

If you need a replacement right away, we suggest you place a new order for the correct product and request a credit for the returns (rather than a replacement) when it has been processed. The new order will be shipped as soon as possible pending product availability and a credit will be applied approximately 5-7 days after we receive the product you are returning. Returned items will not be refunded if they are in non-re sellable condition.

Non-Returnable items:
 

All outlet sales and sales with a discount of over 20% are final and no returns are accepted. Custom-made, special-order, overstock, broken tile, or discontinued items may not be returned. If an overstock or discontinued item cannot be returned, it will be noted as FINA SALE on our web site.

No returns or claims may be made on installed material. Once installed, claims regarding color and size variation will not be accepted. We are unable to offer a refund or provide a discount on a replacement order after installation is acceptance.

All returned products must be in the same state that they were purchased; damaged, broken or wet products will not qualify for a refund. 

Our goal at Tierra y Fuego is to provide you with the best customer service we can. If for any reason you are not satistied with the product or our service, please do not hesitate to contact us by phone at 1-619-710-8885 or by email at info@tierrayfuego.com