This policy applies to physical glass products purchased through the ISEB online shop for delivery within Mexico. For information about preparation times, delivery estimates, and shipping charges, please see our Shipping Policy.
Broken or damaged glass
Please inspect your order when it arrives. If a glass piece is broken upon delivery, reply to your shipping confirmation email on the day of delivery. Include your order number and a clear photograph showing the broken piece. If possible, keep the packaging and include photos of any visible damage. Prompt notice helps us document the issue with DHL.
We will review your claim and contact you about the resolution. You do not need to return a broken piece.
If only one piece in an order or set is damaged, we will refund the amount corresponding to that piece and the proportional share of the original shipping charge. If more than one piece is damaged, the refund will reflect the affected pieces and the corresponding share of shipping. This process does not limit any other remedy available under applicable law.
We will resolve a claim within 15 days of receiving it. After the refund is issued to the original payment method, the time it takes to appear in your account may depend on your bank or payment provider.
Incorrect items or other defects
If you receive an incorrect item or discover another defect, reply to your shipping confirmation email with your order number and photographs, or contact us through our contact page. We will review the issue and explain the applicable resolution. Your rights under Mexican consumer law remain in effect.
Change of mind
We do not offer voluntary returns for a change of mind. If you exercise a right to cancel an online purchase under applicable Mexican law, notify us within the legally applicable period so we can provide return instructions. For this type of cancellation, you are responsible for the associated freight and insurance costs; ISEB will refund the product price as required by law.
The rule above concerns a change of mind. It does not apply to a piece that arrives broken or to another claim covered by your consumer rights.
Contact
To report a problem with an order, reply to your shipping confirmation email or use our contact page. Please include your order number so we can locate your purchase.