Return Refund Policy

  • This Return & Refund Policy (the “Policy”) outlines the eligibility requirements, return procedures, and refund terms for all purchases from Tina Rios LLC (“we,” “us,” or “our”) via the Site https://tinarllc.com/. By placing an order on the Site, you agree to the terms of this Policy, which applies to all U.S. domestic purchases (we do not accept international returns). This Policy is fully incorporated into our Terms of Service and forms part of your binding agreement with us—no returns are accepted without prior written authorization from our customer service team, and unauthorized returns will be rejected and returned to sender at your cost.
     

    1. Return Eligibility Requirements

     
    To be eligible for a return and refund, your product(s) must meet all of the following strict criteria (we reserve the right to deny returns that do not meet these requirements, at our sole discretion):
     
    1. The return request is submitted within 14 calendar days of delivery (per the carrier’s official delivery confirmation date).
    2. The product is unused, unopened, and in its original, sellable condition (no scratches, dents, fraying, bending, or signs of use—critical for handcrafted, marble, and linen goods).
    3. The product is returned in its original, unaltered packaging (including all brand boxes, protective tissue, foam inserts, and rigid mailers/boxes—especially important for marble/ceramic goods and handwoven weavings).
    4. You provide a valid order number and proof of delivery (e.g., carrier tracking number, delivery confirmation email).
    5. The product is not a non-returnable item (see Section 2 below).
     
    Important Notes:
     
    • Handcrafted/Handwoven Goods: Minor variations in size, pattern, and color are inherent to handcrafting/handweaving and do not constitute a defect—such variations are part of the product’s unique character and are not a valid reason for a return.
    • Marble/Ceramic Goods: Minor natural veining in marble is a natural feature and not a defect—all marble products are inspected for structural integrity before shipping.
     

    2. Non-Returnable Items

     
    The following items are not eligible for returns or refunds under any circumstances—this policy is non-negotiable and applies to all purchases, in consideration of the unique nature of our products:
     
    • Used, damaged, or altered handcrafted/handwoven goods (frayed weavings, bent placemats, scratched baskets).
    • Marble/ceramic goods with intentional or accidental damage (scratches, chips, cracks—even minor damage voids return eligibility).
    • Linen textiles that have been washed, ironed, or stained (unusable for resale).
    • Low-value small goods (e.g., greetings cards under $5, notebooks—shipping costs exceed product value).
    • Sale/clearance items (marked as “Final Sale” on the Site—indicated by red pricing or “Final Sale” label).
    • Custom or personalized items (if applicable).
    • Products damaged due to improper use, care, storage, or shipping (caused by the customer).
    • Products with missing tags, labels, or original packaging (unable to resell as new).
    • Products returned after the 14-day delivery window (no exceptions).
     

    3. Return Authorization (RA) Number – MANDATORY

     
    A valid, unique Return Authorization (RA) number is required for all returns—this is a non-negotiable requirement to ensure proper processing of your return and protection of our handcrafted/marble goods during return transit. Unauthorized returns (without an RA number) will be rejected by our warehouse, and we will not issue a refund or credit. All RA numbers are valid for 7 calendar days from the date of issue—returns received after the RA expiration date will be rejected. To obtain an RA number and initiate a return, follow these 4 simple steps:
     

    Step 1: Submit a Return Request

     
    Email our customer service team at service@tinarllc.com with the subject line: Return Request – [Your Order Number]. Include the following required information in your email (incomplete requests will be delayed):
     
    • Your full name, shipping address, and valid order number (found in your order confirmation email).
    • The product name(s), SKU (if applicable), and quantity you wish to return.
    • A clear, specific reason for the return (e.g., “unopened marble tray—wrong size,” “unwoven basket—change of mind”).
    • High-resolution photos of the product(s) and original packaging (to verify unused/unopened condition and packaging integrity).
    • Your preferred resolution (full refund, store credit—exchanges are not offered, see Section 6).
     

    Step 2: Receive RA Number & Return Guidelines

     
    We will review your return request within 24 business hours and send you a detailed email with:
     
    • A unique RA number (valid for 7 calendar days).
    • The official return shipping address (our Lemoore, California warehouse—do not use our general address).
    • Product-specific packaging instructions (critical for returning marble/ceramic/handwoven goods—we provide detailed guidelines to prevent damage during return transit).
    • A link to track your return (once shipped).
     

    Step 3: Package & Ship Your Return

     
    • Package the product(s) per our specific packaging instructions (use the original packaging + additional bubble wrap/foam for marble/ceramic goods to prevent breakage).
    • Write the RA number clearly and prominently on the outside of the shipping box (in large, bold lettering—this is required for warehouse processing).
    • Ship the return via a trackable, insured shipping carrier (e.g., UPS, USPS Priority)—you are solely responsible for all return shipping costs, insurance fees, and carrier surcharges. We are not liable for lost, stolen, or damaged return shipments (even if the original order was insured).
     

    Step 4: Return Delivery & Inspection

     
    Our warehouse will receive and inspect the returned product(s) within 2–3 business days of delivery to verify eligibility (unused/unopened condition, original packaging, valid RA number, and no damage). We will notify you via email immediately after the inspection is complete to confirm either approval or denial of the return. If the return is denied, we will provide a detailed reason for the denial and arrange for the product to be returned to you (at your cost).
     

    4. Refund Processing

     
    • Approved Returns: Refunds are processed within 3–5 business days of return inspection approval. The refund is issued to the original payment method used to place the order (e.g., credit card, PayPal, debit card).
    • Refund Amount: The refund covers only the product purchase price and applicable sales tax. All other fees are non-refundable, including: original shipping costs, Alaska/Hawaii rural fees, expedited shipping fees, and return shipping costs/insurance fees. For orders that qualified for free Standard Shipping, a flat $15 shipping fee is deducted from the refund (to cover our actual shipping costs for the original order).
    • Refund Posting Time: Refund processing times vary by payment provider—credit card refunds may take 3–5 business days to post to your account; PayPal refunds are instant; debit card refunds may take 5–7 business days to post to your bank account.
    • No Cash Refunds: We do not offer cash refunds for any returns—all refunds are issued exclusively to the original payment method used for the purchase (compliant with California law).
     

    5. Damaged/Defective/Incorrect Products (Our Error)

     
    If you receive a product that is damaged in transit, defective (structural damage), or incorrect (e.g., wrong product, wrong size/quantity—our direct error), you are not responsible for any return shipping costs, fees, or insurance. This is our only exception to the return shipping cost policy, and we will resolve the issue quickly and at no cost to you:
     
    1. Notify us within 3 business days of delivery via email at service@tinarllc.com (subject line: Damaged/Incorrect Product – [Your Order Number]).
    2. Provide your full order number, clear photos of the product/packaging/shipping label, and a brief description of the issue.
    3. We will issue a prepaid return shipping label (for incorrect/defective products) or offer a full refund/replacement with free shipping (for damaged products—no return required).
    4. Refunds or replacements for our error are processed within 24 business hours of receiving your claim (no warehouse inspection required—we trust our customers).
     

    6. Exchanges

     
    We do not offer direct product exchanges (e.g., swapping one product for another) for any reason—this policy allows us to process returns and refunds quickly and efficiently, and protects our handcrafted/marble goods from additional damage during multiple shipments. To exchange a product, you must:
     
    1. Initiate a return for the original product (per Section 3) and receive an approved full refund to your original payment method.
    2. Place a new order for the desired product on the Site (we do not hold inventory for exchanges, and product availability is not guaranteed).
     
    If the desired product is out of stock, we will notify you promptly and offer to place a backorder (at no additional cost) or issue a full store credit (valid for 12 months) for the refund amount.
     

    7. Store Credit (Alternative to Refund)

     
    If you prefer a store credit instead of a refund for an approved return (a great option for future purchases to avoid shipping costs for our handcrafted goods), please notify us in your initial return request email. Store credit offers the following benefits:
     
    • Issued within 2 business days of return inspection approval (faster than standard refunds).
    • Valid for 12 months from the date of issue (no minimum purchase required to redeem).
    • Redeemable for any product on the Site (including new arrivals and sale items—excludes Final Sale items).
    • No fees deducted (full product price + tax is issued as store credit—no shipping fee deduction for free shipping orders).
    • Non-transferable and non-refundable (cannot be converted to cash or transferred to another customer, compliant with California law).
     

    8. Return Address (With Valid RA Number Only)

     
    DO NOT SHIP RETURNS TO THIS ADDRESS WITHOUT A VALID RA NUMBER—unauthorized returns will be rejected, returned to sender at your cost, and no refund/credit will be issued. All returns must include the valid RA number on the outside of the shipping box and follow our product-specific packaging instructions.
     
    Tina Rios LLC
     
    Attn: Returns Department – [YOUR VALID RA NUMBER]
     
    495 CHAMPION ST
     
    LEMOORE, CA 93245
     
    United States
     

    9. Contact

     
    For questions, concerns, or assistance regarding returns, refunds, RA numbers, or store credit, please contact our customer service team at:
     
    • Email: service@tinarllc.com (response within 24 business hours—preferred method for return inquiries)
    • Mailing Address: Tina Rios LLC, Attn: Returns Department, 495 CHAMPION ST, LEMOORE, CA 93245, United States