(Crafts, Produce, Art, Services, etc.)

This is our primary “Community Trust” policy. You are buying directly from a local, independent business.

1. The Core Principle: Seller-Direct Policies Each artisan, grower, and producer on JemezVillage.com has their own unique return and RMA (Return Merchandise Authorization) policy. Before making a purchase, we strongly encourage you to read the seller’s individual “Shop Policy” or “Returns” tab on their profile page. By completing a purchase, you are agreeing to that specific seller’s terms.

2. How to Handle a Return or Issue: A Step-by-Step Guide

• Step 1: Contact the Seller Directly (The “Neighborly” Approach) This is the fastest path. Log in to your account, go to “Order History,” and use our secure messaging system to contact the seller directly. Our local sellers are proud of their work and will almost always work with you to find a fair solution.
• Step 2: The “Jemez Valley Promise” (Our Mediation) If you haven’t received a response from the seller within 3 business days, or if you feel you’ve reached an impasse, we are here to help. Please submit a support ticket, and our team will step in to mediate.
  • Support Hub: https://jemezvillage.com/support/
  • Please include: Your Order Number and the Seller’s Name.

3. General Marketplace Guidelines

• NON-Returnable Items: Due to the nature of our local economy, most sellers cannot accept returns for:
  • Perishable Goods: Produce, baked goods, meats, etc.
  • Custom & Personalized Items: Anything made-to-order.
  • Digital Goods: Event tickets, downloads, etc.
  • A Note on “Handcrafted”: The beauty of items from our craftsmen is their uniqueness. Slight variations in color, grain, or texture are not “defects”—they are the signature of a human hand.
• Damaged or Incorrect Items: Contact the seller within 48 hours of delivery. You must take clear photos of the damaged item, the exterior shipping box, and the interior packing materials for the seller to process a shipping claim.

(e.g., Official Jemez Village T-Shirts, Branded Merchandise, etc.)

This policy applies exclusively to products and services where the seller is listed as “JemezVillage.com.”

1. Our 30-Day Policy Our refund and returns policy for direct-sold goods lasts 30 days. If 30 days have passed since your purchase, we cannot offer you a full refund or exchange. To be eligible for a return, your item must be unused, in the original packaging, and in the same condition you received it.

2. Non-Returnable Direct Goods

• Gift cards
• Downloadable software products
• Sale items (Only regular-priced items may be refunded)

3. The Return & Refund Process (for Direct Goods Only)

• Step 1: Get Authorization Please do not send your item back without authorization. First, submit a return request at our support hub: https://jemezvillage.com/support/. Include your Order Number and reason for the return.
• Step 2: Ship the Item If your return is approved, you will be given an RMA number and our return shipping address. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you are returning more expensive items, we strongly recommend using a trackable shipping service.
• Step 3: Inspection & Refund Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

4. Late or Missing Refunds If you haven’t received a refund yet, first check your bank account. Then contact your credit card company, as it may take time to post. Next, contact your bank. If you’ve done all of this and still have not received your refund, please contact us via the support hub.

5. Exchanges (for Direct Goods Only) We only replace items if they are defective or damaged. If you need to exchange it for the same item, please request an exchange at our support hub.