Policies

We want you to love what you receive. Because our pieces are handmade and sourced directly from artisan communities in Guatemala, each item is unique. Please read this policy carefully before placing your order.

Items may be returned within 15 calendar days of the delivery date, provided they meet all of the following conditions:

• The item is unused and in its original condition.
• All original tags and packaging are intact.
• You have proof of purchase (order confirmation or receipt).

To initiate a return, please contact us at [email protected] within the 15-day window. We will provide return instructions and a return authorization.

The following items are final sale and are not eligible for return or exchange:

• Gift cards
• Custom or personalized orders
• Items marked "Final Sale" at the time of purchase
• Items purchased during promotional sales or clearance events

If your item arrives damaged — whether due to a manufacturing defect or damage caused by the carrier during shipping — please contact us within 5 business days of delivery. Include your order number and clear photographs of the damage.

We will work with you to resolve the issue, which may include a replacement, store credit, or refund depending on the situation. Carrier damage claims may require additional documentation for the shipping insurance process.

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. Approved refunds are processed through Square and will be returned to your original payment method within 5–10 business days, depending on your bank or card issuer.

Original shipping charges are non-refundable unless the return is due to our error or a carrier damage claim.

We do not offer direct exchanges at this time. If you would like a different item, please return your original purchase (if eligible) and place a new order through our shop at shop.thequetzalco.com.

Customers are responsible for return shipping costs unless the item was damaged or we made an error. We recommend using a trackable shipping service. The Quetzal Collective is not responsible for items lost in transit during the return process.

Questions about your order or this policy? Reach us at [email protected].