Welcome to the Merque.com Policy Page

Guarantee and Shipping

At Merque.com your 100% satisfaction is guaranteed; we understand that due to the nature of the handcrafts industry, there are rare situations in which some products may have to be replaced; however, the following rules do apply under all circumstances:

1. We will ship your order using the most reliable shipping company available at the time we process your merchandise.

2. You have one week from the day you receive the shipment to notify us if you need to return it, indicating the reason(s) why. Contact us at: customer@merque.com. Restocking fees of 20% on the price of the merchandise apply; shipping costs are not refundable. We apologize for the inconvenience but in custom sinks returns are not accepted.

3. For returns and refund, the product must be packed exactly as you received it and must be sent via a trustworthy shipping company which would allow us to track the shipment, like UPS, DHL or FedEx. No ordinary mail, please. Return products must be sent to our main offices in Queretaro, Mexico. All shipping charges back and forth need to be covered by the customer (See # 2). Once we receive the item will make the refund minus the restocking fees, the shipping costs and other charges for example taxes for returning the product to Mexico in the case they could apply.

4. If the product is damaged while being transported, simply notify us and we will send you a replacement at no extra charge. It will be necessary to send us a picture of the product or the product itself, although the shipment courier usually will conduct a thorough inspection of the package. We must be notified within the next 72 hours after the arrival of the product due to our insurer’s policy or the guarantee will be rendered void and no replacements will take place beyond this 3 day notification time period.

5. If you want to cancel an order, you must do so before the product is shipped to you, otherwise you will have to be charged with the back and forth shipping costs.

6. If the return is for reasons not related to non-compliance on our part (i.e. you changed your mind), the original shipping costs as well as the additional return shipping costs will need to be covered in full by the client (see #4) plus a 20% on the price of the merchandise as restocking fee will be applied before you are reimbursed.

7. If you make an honest mistake (say you order a medium sink and you realized you wanted a large one when it arrives) it will be the customer’s responsibility to return the sink as received, pay for the shipping back, the difference in price for the product ordered and the new shipping costs.

8. Please keep in mind that it may be some color discrepancies due to monitor configuration, color mixture by the artisan or other reasons not considered.

9. Minor imperfections in the handmade products like color, pattern, or size variations, shavings, small cracks or any imperfections that the product may have are not defects; they are just characteristics of the handcrafts due to its handmade traditional process. 

For any questions or comments about our guarantee and shipping policy, do not hesitate to contact us at: customer@merque.com

We thank you for visiting Merque.com.

Information Security

At Merque.com we are very concerned about the security of your information; we have gone to some lengths to ensure it. In Merque.com we use Verisign SSL Technology (Secure Socket Layer), the most widespread security technology on the Internet. It is used by such major programming firms as Microsoft and Netscape. Once your information arrives at our server, it is carefully classified by end-user.

Do you have any questions or comments about our information, please do not hesitate to contact us at: customer@merque.com.

We thank you for visiting Merque.com.