Warranty &
Returns

Our Commitment at a Glance

5-Year Structural Warranty

Every VESTA Studio piece carries a 5-year structural warranty from the date of delivery. This covers manufacturing defects and structural failure arising from normal residential use.

VESTA Studio warrants that all products are free from defects in materials and workmanship for a period of five (5) years from the date of delivery to the original purchaser. This warranty is non-transferable and applies to residential use only unless otherwise specified in a commercial warranty agreement.

Covered under this warranty:

• Structural cracks or fractures arising from manufacturing defects (not impact damage)
• Delamination or separation of the GFRC matrix
• Failure of the integral drain fitting under normal use
• Color inconsistencies or visible defects present at time of delivery and reported within 5 business days

Not covered under this warranty:

• Damage caused by impact, dropping, or physical mishandling after delivery
• Damage from improper installation (see our installation guide)
• Surface staining, etching, or discoloration from improper cleaning agents (bleach, acid-based cleaners, abrasives)
• Natural variation in color, texture, or mineral pattern — these are intrinsic to hand-cast concrete and are not defects
• Sealer wear from normal use — the penetrating sealer requires re-application every 2–3 years as part of normal maintenance
• Damage arising from use in outdoor or permanently wet environments (unless specified in the order)

Commercial Warranty

For commercial, hospitality, and multi-unit residential installations, a separate commercial warranty agreement is available upon request. Commercial warranty terms are negotiated at the time of order and documented in the project purchase agreement.

Contact our Technical Desk at sales@vestastudio.com.mx to discuss commercial warranty options for your project.

Transit Damage Policy

Photograph the packaging before fully unpacking. Contact us within 48 hours of delivery. We will ship a free replacement within 5 business days of claim approval — no questions asked.

Every VESTA Studio piece ships double-crated in custom-engineered foam protection designed specifically for each model's geometry. Transit damage is rare but can occur.

To file a transit damage claim:

• Photograph the exterior packaging before opening (required)
• Photograph the piece after unpacking showing the damage clearly
• Do not install or modify the piece — this voids the damage claim
• Contact us at sales@vestastudio.com.mx within 48 hours of delivery with your order number and photographs

Upon claim approval, we will dispatch a replacement piece within 5 business days at no charge to you. You are not required to return the damaged piece unless specifically requested by our team for quality control purposes.

Claims submitted after 48 hours of delivery, or for pieces that have been installed or modified, cannot be accepted.

Returns & Refunds

VESTA Studio products are made-to-order. Each piece is cast specifically for your order. For this reason, we do not accept returns on standard catalog orders unless the piece arrives damaged or contains a manufacturing defect as defined under our warranty policy.

If a refund is approved, it will be processed to the original payment method within 5–10 business days of approval. PayPal refunds may take an additional 3–5 business days to appear in your account depending on your financial institution.

Order Cancellation

You may cancel your order for a full refund if the cancellation request is received before production begins. Production begins the next business day after order confirmation.

• Before production starts (Day 0): Full refund, no fees
• After production starts (Day 1+): Cancellation is not available as materials have been committed and casting has begun
• Bespoke/custom orders: A 30% non-refundable deposit applies once the custom specification has been confirmed and production scheduled

To request a cancellation, contact us immediately at +1 (830) 872-6648 or sales@vestastudio.com.mx. Same-day phone contact is the most reliable method for cancellations.

How to Make a Warranty Claim

To initiate any warranty or damage claim, contact us with the following information:

• Your order number (found in your confirmation email)
• Date of delivery
• Description of the issue
• Photographs clearly showing the defect or damage
• Confirmation that the piece has not been installed (for transit damage claims)

We respond to all warranty inquiries within one business day and aim to resolve all valid claims within 5 business days of documentation receipt.