Return policy
Returns & damages.
Each print is made to order on the paper specified in its product details, in collaboration with a specialized lab, and prepared for shipment to your specific address. Check the delivery estimate shown when placing your order.
Final sale
Because work is made to order, we do not accept returns or exchanges for change of mind, change of space, or change of preference. Please review dimensions, color references, and finish before completing your purchase. If you have any questions about sizing or paper, write to us before ordering.
Damaged or defective pieces
If your piece arrives with visible damage — from transit, printing defect, or any inconsistency with the listed product — you have 7 calendar days from delivery to report it.
To file a valid report:
- Email jc@firmanorte.com within 7 days of receipt.
- Attach clear photographs of the damage, including the outer packaging if it arrived compromised.
- Keep the original packaging until the case is resolved.
Once damage is confirmed, we issue a full refund to the original payment method within 5 to 10 business days, including the original shipping cost. We do not require return of the damaged piece.
International shipping
Shipments outside Mexico may incur customs duties, taxes, or clearance fees in the destination country. These charges are the buyer's responsibility and are not included in the listed price. If a piece is refused at customs or returned because clearance is not completed, no refund is issued.
Lost shipments
If your piece does not arrive within the estimated window, write to us. We open an investigation with the carrier; if the shipment is confirmed lost, we proceed with a reprint or refund — your choice.
Contact
Any questions about your order or this policy: jc@firmanorte.com.
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