Returns & Refunds

If something is not right, tell us. This page covers both our standard return policy and your separate legal right to cancel an order (see Right to Cancel if you are ordering from the EU or UK).

30-day return window

You may return most items within 30 days of delivery for a refund. To qualify, an item must be:

• Unused and in the condition it arrived in;
• In its original packaging, where reasonably possible; and
• Accompanied by your order number or the email address used to order.

How to start a return

1. Email support@jaliscosocial.shop with your order number and the reason for the return.
2. We will confirm the return and the return address for that item (this varies, since items ship from different sourcing partners).
3. Pack the item securely and send it back using a trackable shipping method.
4. Once we receive and inspect it, we will process your refund.

Who pays return shipping

If the return is because of a change of mind, return shipping is the buyer’s responsibility. If the item arrived damaged, defective, or not as described, we cover return shipping and there is no restocking fee.

Damaged or incorrect items

Please email us within 7 days of delivery with your order number and photos of the damage or the issue — this is also the window that keeps us eligible for carrier and payment-provider claims, so please do not wait. We will send a replacement or a full refund, including original shipping, at your choice.

Refund timing

Refunds are issued to your original payment method within 7 business days of us receiving and inspecting the returned item (or, for damaged/incorrect items, within 7 business days of approval). Your bank or card issuer may take a few additional days to show the refund.

What we cannot accept back

For hygiene reasons we cannot accept the return of used cutlery, condiment servers or dinnerware that has been used, unless the item was faulty or damaged in transit.

Glaze and grain variation is not a defect

Reactive glaze colour variation, hand-painted brushwork variation, and natural wood grain/colour differences on acacia pieces are described on the relevant product pages and are not grounds for a damage claim — see Materials & Care.