Order

Returns and refunds policy

Last updated: October 20, 2026. This is an English translation; if there is any difference, the Spanish version prevails.

Every Arbórea piece is carved by hand, and in the Viva line also painted by hand, in our workshop in Grecia, Alajuela, from reclaimed wood. Because our work is handmade, please read this policy before confirming your order.

1. How buying from Arbórea works

There are no online payments on arboreacr.com. You build your order on the site and send it on WhatsApp; there we confirm availability, delivery cost and payment method. The purchase is confirmed once we agree on those details with you and receive payment. Every order has a reference (for example, AR-261020-XXXX) that we use for any later question.

2. About the nature of the pieces

Every piece is handmade from reclaimed wood. This means that:

  • Each piece has its own variations in grain, colour and texture.
  • Small marks, knots or irregularities in the wood are part of its handmade value and are not defects.
  • Minor differences between the piece you receive and the photos on the site are normal and expected.

These traits are part of what makes each work unrepeatable.

3. When we accept a return

We accept returns for manufacturing defects or order errors, namely:

  • Structural breaks or cracks that were not present at delivery.
  • Clear damage to the carving or the finish.
  • Serious paint errors on Viva pieces.
  • A piece different from the one you ordered.

We do not accept returns for:

  • A change of mind or personal taste.
  • Natural variations in the wood’s grain, colour or texture.
  • Damage caused by misuse, knocks or improper exposure (extreme humidity, long direct sun).
  • Pieces from the Únicas collection, except for a proven manufacturing defect.
  • Custom or commissioned orders.

4. Deadline to report

You have 8 calendar days from receiving your order to report a defect or error. After that we cannot process the request. This period follows Costa Rica’s Law 7472 on the Promotion of Competition and Effective Consumer Protection.

5. How to request a return

Message us on WhatsApp at +506 8302 2197 or email info@arboreacr.com within the 8 days, with:

  • Your order reference.
  • Your full name.
  • A description of the problem.
  • Clear photos of the piece from several angles.
  • A photo of the packaging, if the damage may have happened in transit.

We reply within 3 business days with our decision and the next steps.

6. Return process

If we approve the return:

  • We agree with you on how to recover the piece. Within Costa Rica, we cover the transport cost once the defect or error is confirmed.
  • The piece must be complete and, if possible, in its original packaging.
  • Once we receive and check it at the workshop, we apply the resolution you choose.

7. Resolution options

Depending on the case and your preference:

  • Replacement with the same or a similar piece, subject to availability.
  • A full refund of the amount paid, including the original delivery cost.
  • Credit towards a future purchase.

8. Refund times

  • Refund: 7 to 14 business days after we receive and check the piece, through the same payment method you used.
  • Credit towards a future purchase: available as soon as we confirm we have received the piece.

Times may vary depending on your bank or payment method.

9. Hotel or Airbnb delivery and workshop pickup

If you receive your order at your hotel or Airbnb, or pick it up at our workshop in Grecia, please check the piece at delivery. If you notice any damage, tell us on WhatsApp right away, before your departure date if you are travelling, so we can sort it out in person.

10. International shipping

Shipping outside Costa Rica is quoted and arranged on WhatsApp for each order. The 8-day period to report defects also applies. Because transport and customs costs vary by destination, in these cases we agree the resolution with you (replacement, refund or credit) before any physical return.

11. Damage in transit

If your parcel arrives visibly damaged:

  • Take photos of the parcel before opening it.
  • If possible, record the damage when you receive it.
  • Message us on WhatsApp right away with the photos.

Damage in transit is our responsibility, and we handle it directly with the courier or with Correos de Costa Rica.

12. Cancelling an order

You can cancel your order at no cost before we dispatch or deliver it. If you have already paid, we refund the full amount through the same payment method. Custom or commissioned orders can only be cancelled before we start working on the piece.

13. Contact

  • WhatsApp: +506 8302 2197
  • Email: info@arboreacr.com
  • Hours: Monday to Friday, 8:00 to 17:00, and Saturday, 8:00 to 12:00 (Costa Rica time)

View order