Returns, right of withdrawal, and warranty
Camía makes handmade, made-to-order pieces and works by appointment. That means returns don’t work the same way they do in a store that sells mass-produced goods, so here it is, stated plainly: what can be returned, what can’t, why, and how refunds are made. This page applies to purchases made at www.camia.design. For any request, write to us at [email protected].
The essentials, in brief
This is what you need to know before you buy. The details follow below.
- You have eight business days to withdraw from your purchase, without having to explain why.
- Pieces made to measure or by special commission are not subject to withdrawal once they have been made. This is the most important exception, which is why we point it out before payment.
- Natural flowers are perishable: once delivered and used, they are not subject to withdrawal.
- If we have already provided the service, there is no refund. If we have not provided it yet, you get a full refund. If the work is done in stages, we refund the money for the stages that were not carried out.
- Everything we make has a legal warranty of thirty business days.
- Refunds are made by the same method you used to pay, for the full amount received.
Right of withdrawal: eight business days
You may withdraw from your purchase within the eight business days following the day it was confirmed, without giving any explanation and without paying any penalty.
You can do so through the same channel you used to place the order: by replying to the proposal email or by writing to [email protected]. It makes no difference whether you paid through the website or by the method agreed in the proposal. We will not ask you to show up anywhere in person to exercise this right. Keep a record of the date of your notice, which is what counts.
This period is a legal minimum, and we do not shorten it or attach conditions to it. Nor do we charge administrative fees to process it.
Condition in which the piece is returned
For the return to proceed, the piece must come back unused and in the same condition in which it was delivered, with its packaging, accessories, and documentation, along with the original invoice or receipt.
If, after giving notice of withdrawal, you personally receive the piece, the purchase stands and the withdrawal no longer applies. Having the piece at home while we coordinate the return does not count as ratification.
We will coordinate the place and method of the return with you. If the piece was damaged after delivery through use other than as indicated, that is no longer a withdrawal: see the warranty section.
How and when refunds are made
We refund all the money you paid, without deducting anything. Any fee the payment gateway charges us to process the reversal is covered by the studio, not by you.
The refund is made by the same payment method you used. The period is eight calendar days, starting the day after we receive your notice. If you already had the piece, it starts the day after it is returned.
We do not issue a credit note or store credit instead of money, unless you ask for it because you would prefer to exchange your commission for another one.
Pieces made to measure or to order
When a piece is made to your specifications or commissioned especially for you, it cannot be resold or reassigned: a wooden piece in a given size, an installation designed for a specific space, an arrangement composed for a specific date.
In those cases, and only in those cases, the right of withdrawal does not apply if the piece had already been made when we received your notice. We tell you this before you confirm the order, in the proposal and in the purchase summary. If you didn’t see it there, let us know.
It is up to us to prove that the piece had already been made. When we receive your notice, we confirm in writing the status of the work and, when possible, show it to you with photos.
If the piece is still in progress, you may withdraw by paying for the work already done. And if the piece is from the catalog, was already finished in the workshop, or was not made specifically for you, the right of withdrawal applies in full within the eight business days.
Natural flowers and perishable materials
Natural flowers are living material. Once an arrangement has been delivered and installed, it cannot be resold or reused in another job. That is why natural flowers that have been delivered and used are not subject to withdrawal.
As long as the arrangement has not been delivered, the right of withdrawal applies normally within the eight business days, subject to the exception for pieces already made, explained above.
We do not promise an exact lifespan: it depends on climate, care, location, and handling. We include care instructions with every arrangement we deliver.
If the flowers arrive wilted, broken, or different from what was agreed, that is not a matter of lifespan: it is a defect, and we cover it under the thirty-business-day legal warranty. Write to us as soon as you notice it and, if you can, send us photos the same day: the sooner we see the flowers, the easier it is to resolve. Letting us know later does not cause you to lose the warranty.
Appointments: canceling, rescheduling, and no-shows
We work by appointment because each slot in our schedule is reserved for a single person. If you can’t make it, let us know as far in advance as possible at [email protected], and we will try to reschedule.
If you purchased a consultation, an installation, or another service and we have not yet provided it, you may withdraw within the eight business days and we will refund one hundred percent.
If the work was agreed in stages or sessions, we charge you only for what you have already received and refund the rest. The price of each stage or session is stated in the proposal from the start, so you know in advance how the amount is calculated.
If you miss an appointment without letting us know, write to us and we will try to reschedule based on availability. What is not refunded is a service already provided: a consultation that has already taken place or an installation already carried out is delivered work. If that service had a defect, that is where the warranty comes in.
Legal warranty and claims
Every piece sold and every service provided has a legal warranty of at least thirty business days, counted from delivery of the item or from provision of the service. The warranty and the right of withdrawal are two different things: the warranty covers defects; the right of withdrawal is your right to change your mind.
The warranty covers defects in manufacturing, materials, or workmanship, and cases where the piece does not match what was offered. It does not cover normal wear, impacts after delivery, exposure to extreme humidity or sun, or modifications made by third parties. Variations inherent to handmade work, such as the grain or tone of the wood, are not defects.
To file a claim, write to us at [email protected] or through the same channel you used to purchase, describing what happened and including photos if you have them. The process is free of charge. We will confirm that we received your claim and, in that same acknowledgment, tell you how long it will take us to resolve it and whether we need to inspect the piece. Our response is always in writing.
If you are not satisfied with our response, you may turn to the Comisión Nacional del Consumidor (National Consumer Commission) of the Ministerio de Economía, Industria y Comercio (Ministry of Economy, Industry and Commerce).
If you have questions, ask before you order: write to us at [email protected]. We’d rather clarify a condition in time than sort out a misunderstanding later.