Online store
Sales policy
Ability
Service is only available to people with legal and financial ability to buy. People without this ability will not have access to the service.
The content and services offered by our web site are reserved and meant only for people of legal age. The behavior of any minor visiting the site must be supervised by their parents, tutor or legal guardian.
Prices and currency
Prices shown in the Hacienda Real website are presented in Mexican Peso. For prices for other Latin American countries, please make a conversion from US Dollar.
The shipping costs vary according to the destination and shipping method and will be for the recipient’s account. The shipping time varies according to different factors, such as the volume of the order as well as the availability of the product.
If your buy in bulk, as a wholesale buyer, every order requires 50% advance payment. The remaining payment must be cleared by the customer when the order is ready to ship (a copy of the payment transfer will be requested via email).
If the product you want is out of stock at that time, please contact us and we will inform you of the delivery date.
Price format
The format in which prices are shown in www.haciendareal.com can suffer for differences in versions and configurations of different browsers.
The price format shown in www.haciendareal.com is as follows:
Correct format: $5,880.00 (five thousand eight hundred eighty).
If the configuration of the browser affects this format, it will be shown as follows:
Incorrect format: $5.880.00
This format is incorrect because comas dividing thousands are changed by the browser for points.
Prices, promotions, availability and stock of all products in www.haciendareal.com are exclusive to online sales and phone sales.
Due to possible flaws in the system when showing prices in the site, the customer will be informed if such situation arises. In that case, the customer can opt to buy the product at the correct price of cancel their order with a full refund. If Hacienda Real is unable to contact the customer via email, phone or if Hacienda Real does not receive any response, the order will be canceled.
All prices of all products include all applicable taxes, independently of any shipping costs. These costs will be shown before the order confirmation, so the customer might be able to proceed or cancel it.
Product description
All information regarding the products of www.haciendareal.com is given with educational purposes. Before using any of our products, please read the labels, warnings and instructions. If you feel a product offered in www.haciendareal.com does not comply with its description, you can return it as long as is done so without it being used and according to the Return Policy available in this website.
Buying process
All the products offered are subject to availability. If is not possible to bring a product back to stock, one of our customer service agents will contact the customer to offer some alternative.
In the case of pre-orders, the full order will be charged and the product will be shipped when it becomes available.
Our orders are processed in less than 24 hours. Orders received after 18:00 (CT) will be processed the next business day. Shipping will be issued 15 business days after the order is processed. If there is a limited stock, shipping could be issued up until 30 business days or more, depending on the availability of the product.
To be able to properly ship any order, both billing address and delivery address must be complete.
Product warranty
Many products are covered by a warranty.
In this limited warranty Artesanías Hacienda Real S.A. de C.V. answers to the customer as original buyer of the Hacienda Real product or products (the “Product”).
We guarantee the Producto against faults in materials and fabrication under the normal use of the consumer for one year from the delivery date of the Producto. If the Product presents any faults during the warranty period and the customer follows the Return instructions provided, Hacienda Real can take one of the following actions:
- Replace the Product as a new Product or repaired Product, identical or similar to the purchased Product.
- Repair the Product using new or remodeled parts.
- Refund the buying price of the Product.
How to receive the Service
To receive instructions on how to receive service regarding the Limited Warranty, contact the Customer Service department at ventas@haciendareal.com
The customer service deparment will ask you a series of questions to determine your eligibility regarding this Limited Warranty. If you are eligible, a replacement order, repair order or refund order will be issued and you will receive instructions to return the faulty Product, carriage paid. If we opt to send you a replacement or repair the product, we will cover the shipping costs of the replacement or repaired Product.
Shipping methods
Hacienda Real works with shipping companies FedEx and UPS. Depending on your location and the shipping category of your choosing, the delivery time and cost will vary, and it is calculated at our web site when you place your order. To track your order, use your tracking number directly in the web site of the shipping company selected: www.fedex.com and www.ups.com
Risk of loss or delivery delay
All products bought at www.haciendareal.com are done by a shipping contract. The propriety and risk of loss of the products will be transferred the moment we deliver the products to the corresponding shipping company. You give your consent to charge you at the time of being shipped or, if you selected “months with no interest”, at the time the order is processed.
www.haciendareal.com does not take ownership of the returned product until this is delivered to the return address. We reserve the right, to our discretion, to refund the cost of the product without requiring its return.
Order cancelation
Orders begin their process right after clicking “buy”. To cancel an order, call our Customer Service Center at 01 (33) 3854 5454 y request it. You should have the order number ready and in case of a partial cancellation, the detail of the products to cancel.
The refund will be issued with the same payment method of your order and will take from 5 to 7 business days once the cancelation has been confirmed. The cancelation of the order will generate a commission for 20% of the total value of the order.
Return policy
The products sent by www.haciendareal.com can be returned within 10 days after the delivery date in most cases. Some products have different policies or requirements associated to them. When returning a product, the buyer accepts that the refund and method of refund can vary according to the condition of the article, the time spent with the article, the method of buying the article and the applicable shipping costs.
When returning an article, the buyer can choose the refund method in the Return center. The pre-determined method is the method used to buy the product.
| Payment method | Refund method | Refund time (once the refund is processed) |
|---|
| Credit or debit card | Credit or debit card | Up until 15 natural days |
| Electronic transfer | Electronic transfer | Up until 15 natural days |
The product must be in good conditions to validate the replacement/return. Hacienda Real will not approve exchanges in the following cases:
- If it was modified or altered by a not authorized third party.
- By inadequate use to the specified in the user’s guide or care and maintenance and care guide.
The costs derived from the returning of the product are for the buyer’s account.
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