Terms and Policies

Privacy policy

Last updated: March 7, 2026

ETZ & Co. operates this store and website, including all related information, content, features, tools, products and services, in order to provide you, the customer, with a curated shopping experience (the "Services"). ETZ & Co. is powered by Shopify, which enables us to provide the Services to you. This Privacy Policy describes how we collect, use, and disclose your personal information when you visit, use, or make a purchase or other transaction using the Services or otherwise communicate with us. If there is a conflict between our Terms of Service and this Privacy Policy, this Privacy Policy controls with respect to the collection, processing, and disclosure of your personal information.

Please read this Privacy Policy carefully. By using and accessing any of the Services, you acknowledge that you have read this Privacy Policy and understand the collection, use, and disclosure of your information as described in this Privacy Policy.

Personal Information We Collect or Process

When we use the term "personal information," we are referring to information that identifies or can reasonably be linked to you or another person. Personal information does not include information that is collected anonymously or that has been de-identified, so that it cannot identify or be reasonably linked to you. We may collect or process the following categories of personal information, including inferences drawn from this personal information, depending on how you interact with the Services, where you live, and as permitted or required by applicable law:

  • Contact details including your name, address, billing address, shipping address, phone number, and email address.
  • Financial information including credit card, debit card, and financial account numbers, payment card information, financial account information, transaction details, form of payment, payment confirmation and other payment details.
  • Account information including your username, password, security questions, preferences and settings.
  • Transaction information including the items you view, put in your cart, add to your wishlist, or purchase, return, exchange or cancel and your past transactions.
  • Communications with us including the information you include in communications with us, for example, when sending a customer support inquiry.
  • Device information including information about your device, browser, or network connection, your IP address, and other unique identifiers.
  • Usage information including information regarding your interaction with the Services, including how and when you interact with or navigate the Services.

Personal Information Sources

We may collect personal information from the following sources:

  • Directly from you including when you create an account, visit or use the Services, communicate with us, or otherwise provide us with your personal information;
  • Automatically through the Services including from your device when you use our products or services or visit our websites, and through the use of cookies and similar technologies;
  • From our service providers including when we engage them to enable certain technology and when they collect or process your personal information on our behalf;
  • From our partners or other third parties.

How We Use Your Personal Information

Depending on how you interact with us or which of the Services you use, we may use personal information for the following purposes:

  • Provide, Tailor, and Improve the Services. We use your personal information to provide you with the Services, including to perform our contract with you, to process your payments, to fulfill your orders, to remember your preferences and items you are interested in, to send notifications to you related to your account, to process purchases, returns, exchanges or other transactions, to create, maintain and otherwise manage your account, to arrange for shipping, to facilitate any returns and exchanges, to enable you to post reviews, and to create a customized shopping experience for you, such as recommending products related to your purchases. This may include using your personal information to better tailor and improve the Services.
  • Marketing and Advertising. We use your personal information for marketing and promotional purposes, such as to send marketing, advertising and promotional communications by email, text message or postal mail, and to show you online advertisements for products or services on the Services or other websites, including based on items you previously have purchased or added to your cart and other activity on the Services.
  • Security and Fraud Prevention. We use your personal information to authenticate your account, to provide a secure payment and shopping experience, detect, investigate or take action regarding possible fraudulent, illegal, unsafe, or malicious activity, protect public safety, and to secure our services. If you choose to use the Services and register an account, you are responsible for keeping your account credentials safe. We highly recommend that you do not share your username, password or other access details with anyone else.
  • Communicating with You. We use your personal information to provide you with customer support, to be responsive to you, to provide effective services to you and to maintain our business relationship with you.
  • Legal Reasons. We use your personal information to comply with applicable law or respond to valid legal process, including requests from law enforcement or government agencies, to investigate or participate in civil discovery, potential or actual litigation, or other adversarial legal proceedings, and to enforce or investigate potential violations of our terms or policies.

How We Disclose Personal Information

In certain circumstances, we may disclose your personal information to third parties for legitimate purposes subject to this Privacy Policy. Such circumstances may include:

  • With Shopify, vendors and other third parties who perform services on our behalf (e.g. IT management, payment processing, data analytics, customer support, cloud storage, fulfillment and shipping).
  • With business and marketing partners to provide marketing services and advertise to you. For example, we use Shopify to support personalized advertising with third-party services based on your online activity with different merchants and websites. Our business and marketing partners will use your information in accordance with their own privacy notices. Depending on where you reside, you may have a right to direct us not to share information about you to show you targeted advertisements and marketing based on your online activity with different merchants and websites. .
  • When you direct, request us or otherwise consent to our disclosure of certain information to third parties, such as to ship you products or through your use of social media widgets or login integrations.
  • With our affiliates or otherwise within our corporate group.
  • In connection with a business transaction such as a merger or bankruptcy, to comply with any applicable legal obligations (including to respond to subpoenas, search warrants and similar requests), to enforce any applicable terms of service or policies, and to protect or defend the Services, our rights, and the rights of our users or others.

Relationship with Shopify

The Services are hosted by Shopify, which collects and processes personal information about your access to and use of the Services in order to provide and improve the Services for you. Information you submit to the Services will be transmitted to and shared with Shopify as well as third parties that may be located in countries other than where you reside, in order to provide and improve the Services for you. In addition, to help protect, grow, and improve our business, we use certain Shopify enhanced features that incorporate data and information obtained from your interactions with our Store, along with other merchants and with Shopify. To provide these enhanced features, Shopify may make use of personal information collected about your interactions with our store, along with other merchants, and with Shopify. In these circumstances, Shopify is responsible for the processing of your personal information, including for responding to your requests to exercise your rights over use of your personal information for these purposes. To learn more about how Shopify uses your personal information and any rights you may have, you can visit the Shopify Consumer Privacy Policy . Depending on where you live, you may exercise certain rights with respect to your personal information here Shopify Privacy Portal Link.

Third Party Websites and Links

The Services may provide links to websites or other online platforms operated by third parties. If you follow links to sites not affiliated or controlled by us, you should review their privacy and security policies and other terms and conditions. We do not guarantee and are not responsible for the privacy or security of such sites, including the accuracy, completeness, or reliability of information found on these sites. Information you provide on public or semi-public venues, including information you share on third-party social networking platforms may also be viewable by other users of the Services and/or users of those third-party platforms without limitation as to its use by us or by a third party. Our inclusion of such links does not, by itself, imply any endorsement of the content on such platforms or of their owners or operators, except as disclosed on the Services.

Children's Data

The Services are not intended to be used by children, and we do not knowingly collect any personal information about children under the age of majority in your jurisdiction. If you are the parent or guardian of a child who has provided us with their personal information, you may contact us using the contact details set out below to request that it be deleted.As of the Effective Date of this Privacy Policy, we do not have actual knowledge that we "share" or "sell" (as those terms are defined in applicable law) personal information of individuals under 16 years of age.

Security and Retention of Your Information

Please be aware that no security measures are perfect or impenetrable, and we cannot guarantee "perfect security." In addition, any information you send to us may not be secure while in transit. We recommend that you do not use unsecure channels to communicate sensitive or confidential information to us.

How long we retain your personal information depends on different factors, such as whether we need the information to maintain your account, to provide you with Services, comply with legal obligations, resolve disputes or enforce other applicable contracts and policies.

Your Rights and Choices

Depending on where you live, you may have some or all of the rights listed below in relation to your personal information. However, these rights are not absolute, may apply only in certain circumstances and, in certain cases, we may decline your request as permitted by law.

  • Right to Access / Know. You may have a right to request access to personal information that we hold about you.
  • Right to Delete. You may have a right to request that we delete personal information we maintain about you.
  • Right to Correct. You may have a right to request that we correct inaccurate personal information we maintain about you.
  • Right of Portability. You may have a right to receive a copy of the personal information we hold about you and to request that we transfer it to a third party, in certain circumstances and with certain exceptions.
  • Managing Communication Preferences. We may send you promotional emails, and you may opt out of receiving these at any time by using the unsubscribe option displayed in our emails to you. If you opt out, we may still send you non-promotional emails, such as those about your account or orders that you have made.

You may exercise any of these rights where indicated on the Services or by contacting us using the contact details provided below. To learn more about how Shopify uses your personal information and any rights you may have, including rights related to data processed by Shopify, you can visit https://privacy.shopify.com/en.

We will not discriminate against you for exercising any of these rights. We may need to verify your identity before we can process your requests, as permitted or required under applicable law. In accordance with applicable laws, you may designate an authorized agent to make requests on your behalf to exercise your rights. Before accepting such a request from an agent, we will require that the agent provide proof you have authorized them to act on your behalf, and we may need you to verify your identity directly with us. We will respond to your request in a timely manner as required under applicable law.

Complaints

If you have complaints about how we process your personal information, please contact us using the contact details provided below. Depending on where you live, you may have the right to appeal our decision by contacting us using the contact details set out below, or lodge your complaint with your local data protection authority.

International Transfers

Please note that we may transfer, store and process your personal information outside the country you live in.

If we transfer your personal information out of the European Economic Area or the United Kingdom, we will rely on recognized transfer mechanisms like the European Commission's Standard Contractual Clauses, or any equivalent contracts issued by the relevant competent authority of the UK, as relevant, unless the data transfer is to a country that has been determined to provide an adequate level of protection.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time, including to reflect changes to our practices or for other operational, legal, or regulatory reasons. We will post the revised Privacy Policy on this website, update the "Last updated" date and provide notice as required by applicable law.

Contact

Should you have any questions about our privacy practices or this Privacy Policy, or if you would like to exercise any of the rights available to you, please call or email us at hello@etzando.com or contact us at Lagunilla, Lagunilla, CR-H, 40101, CR

Refund policy

LIMITED WARRANTY CERTIFICATE AGAINST MANUFACTURING DEFECTS

The warranty provided by ETZ & Co. covers manufacturing defects starting from the date of confirmed receipt and for a period of six months. All delivered products are intended for commercial or residential use. ETZ & Co. reserves the right to replace or repair the damaged part, exchange the product, or refund the money, as applicable.
This warranty does not cover transportation costs incurred when making a claim at ETZ & Co.'s workshops. The warranty applies under normal use conditions of the furniture and does not cover damage caused by improper or excessive use, intentional damage, negligence by the customer, transportation-related damages, or lack of maintenance.
ETZ & Co. reserves the right to request prior information before granting a furniture warranty claim. Invoices or warranties are non-transferable to second or third parties. ETZ & Co. reserves the right to deny warranty coverage for products with stains, dirt, or moisture buildup. For health and safety reasons, ETZ & Co. may refuse to inspect a product that is excessively dirty or in unsanitary conditions.

 

Warranty Response Time

Warranty requests may be submitted by the client at any time within the valid warranty period. ETZ & Co. will evaluate and address each claim according to our internal workflow and service schedule. While we are committed to providing support, the company is not obligated to offer immediate responses or same-day service. All warranty evaluations, repairs, or replacements will be managed based on our operational capacity and production calendar.

 

Perception of Esthetics Warranty

ETZ & Co. is not responsible for claims based on the client's subjective perception of comfort, aesthetics, or proportions. Factors such as the firmness of seats, the shape of designs, or proportions of products that do not meet the personal preferences of the  client are considered matters of personal taste and are not covered by the warranty. Natural variations in materials — including wood grain, color tone, texture, and
pattern — are inherent to the nature of the product and shall not be considered defects or grounds for complaint. The client agrees that dissatisfaction based on these factors does not constitute grounds for product returns or modifications at the company’s expense.

 

This warranty does not cover conditions or damages resulting from the following circumstances:


● Improper maintenance.
● Any unauthorized repair, modification, alteration, or adjustment by ETZ & Co.
● Misuse, abuse, accidents, or irrational use.
● Damage caused by improper handling of furniture. Furniture should not be dragged or pushed, as this may loosen parts of the base.
● Broken light bulbs.
● The cost of transporting the furniture to the service facility.
● Consequential or incidental damages suffered by any person as a result of this warranty's failure.
● Changes in the softness of foam in cushions, backrests, and seats.
● All foams will soften with normal use. This is considered a natural characteristic of the raw material and not a manufacturing defect.
● Improper furniture handling, incorrect cleaning, abuse, negligence, or the application of chemicals, treatments, detergents, or conditioners.
● Damage caused by sunlight exposure to indoor furniture.
● Damage caused by corrosive materials, acids, solvents, liquids, dyes, paints, or bodily fluids.
● Changes in the wood's tone, loss of shine, or wear due to use or sun exposure.

 

● Fabric discoloration.
● All types of fabrics: There is no guarantee that fabric orders or replacements will match the original purchase.
● Unauthorized or incorrect use of chemical treatments or protectors by the buyer without prior approval from ETZ & Co.
● Damage caused by natural disasters, climate conditions such as extreme humidity, excessive moisture, or sun exposure (for indoor pieces).
● If the product is replaced or repaired, the warranty period remains based on the original delivery date.
● The warranty does not cover any damage caused by living organisms affecting the product after delivery (including but not limited to mold, insects, rodents, pets, etc.).
● Natural variations in materials (wood grain, leather texture, marble veining) are not considered
defects.
● Natural wood movement, expansion, or contraction due to humidity changes is not covered.

Terms of service

1. Product Nature & Custom Craftsmanship

All ETZ & Co. furniture is produced using artisanal methods and high-quality natural materials. Products may include customization options such as wood species, dimensions, or finishes as available on the website.Any specifications selected by the CLIENT at checkout will form part of the order. ETZ & Co. is not responsible for incorrect selections made by the CLIENT.

2. Natural Variations in Wood & Materials

Because wood is a natural raw material, variations in tone, grain, texture, and pattern are expected and not considered defects.The CLIENT acknowledges that:

  • Samples or photos are representative only, not identical replicas.
  • Wood may include natural imperfections or filled areas; color differences resulting from filling or finishing are part of the material’s character.
  • Marble, natural stone, rattan, fabrics, and leathers may vary in shade or pattern.

These natural characteristics do not qualify as grounds for return, replacement, or warranty claims.

 

3. Lead Times & Production Schedule

Lead times are specified for each product on the website. These timelines are estimates and may be affected by:

  • raw material availability
  • production volume
  • logistics delays
  • operational scheduling

ETZ & Co. will notify the CLIENT of significant delays, but such delays do not constitute grounds for cancellation or compensation.

 

4. Payment Terms

Full payment is required at checkout.
Orders will not enter production until payment has been successfully processed.

In the event of payment failure or chargeback, the order may be automatically canceled.

5. Changes & Modifications After Purchase

Once the order is confirmed, any changes to wood species, dimensions, color, or product configuration must be requested in writing and are subject to:

  • approval by ETZ & Co.

  • additional costs

  • extended lead times

ETZ & Co. reserves the right to decline modifications that compromise design integrity or are no longer feasible within production.

Shipping & Pickup Information

By default, all orders are considered workshop pickup at no additional cost. If the CLIENT requires delivery, shipping quotes vary depending on the number of items and the destination. Because of this, delivery fees are not calculated at checkout.

Clients who wish to arrange delivery must contact us directly via WhatsApp to receive a personalized shipping quote and coordinate transportation.

6.1 Shipping with Third-Party Carriers

When products ship through third-party carriers:

  • ETZ & Co. ensures the product leaves the workshop in perfect condition and properly packaged.

  • Liability for damages transfers to the CLIENT once the product is handed over to the carrier.

  • The CLIENT is responsible for inspecting the product upon delivery and reporting any transport-related issues directly to the carrier.

ETZ & Co. may provide support documents if needed for claims but is not responsible for carrier negligence.

7. Outdoor Furniture & Weather Exposure

The CLIENT acknowledges that outdoor furniture in tropical or coastal climates requires high maintenance due to intense environmental exposure.

ETZ & Co. is not responsible for damage caused by:

  • sun, UV rays

  • humidity, rain, salt air

  • mold or moisture accumulation

  • temperature fluctuations

All outdoor seating includes fast-dry foam, but fabrics will get wet and must be cared for accordingly.

ETZ & Co. does not guarantee 100% waterproof fabrics. Fabric specifications (e.g., water resistance percentage, UV rating) are provided for CLIENT approval before purchase.

8. Order Cancellations

If the CLIENT wishes to request a cancellation, they must contact ETZ & Co. directly through the company’s official WhatsApp.

Refund eligibility will depend on the project’s stage of production. ETZ & Co. will review the status and determine whether a partial refund is possible based on the work and materials already committed. If the company concludes that a refund cannot be issued due to the project’s progress or customization level, the CLIENT acknowledges and accepts this decision.

Custom-made orders remain final sale, and refunds are not guaranteed once production has begun.

9.  Limitation of Liability

ETZ & Co. is not responsible for:

  • damages caused during shipment, whether managed by the CLIENT or a third-party carrier

  • damage caused by third-party installers, handlers, movers, cleaners, or contractors

  • accidents, improper use, negligence, or force majeure events

  • any condition or incident occurring after the product has been delivered in good condition

Once the product has been delivered in proper condition, full responsibility for its handling, maintenance, and use transfers to the CLIENT.

Additionally, ETZ & Co. shall not be held liable for any damages, injuries, or losses caused to third parties resulting from the misuse, mishandling, improper installation, lack of maintenance, or unexpected failure of any product after delivery. The CLIENT assumes full responsibility for ensuring that the product is used safely and appropriately within their space.

10. Use of Images for Marketing

ETZ & Co. reserves the right to photograph or film its products for marketing use, including website listings, social media, and advertising. No personal spaces or CLIENT identity will be disclosed without consent.

13. Intellectual Property & Image Rights

All products displayed on our website have been exclusively developed by ETZ & Co. Their designs, dimensions, concepts, names, descriptions, and aesthetic identity are proprietary creations of the company. ETZ & Co. retains full rights to reproduce, modify, and manufacture these products at its discretion.

All photographs, videos, renders, and visual materials shown on the website or provided to clients—whether taken during production, after completion, or in any related context—are the exclusive property of ETZ & Co. These visual assets are considered private intellectual property and may not be copied, reproduced, altered, distributed, or used for any commercial purpose without prior written authorization.

ETZ & Co. reserves the right to photograph and film any product throughout the production process, during quality control, and after final completion. These images may be used for marketing, portfolio development, internal documentation, social media, or any other brand-related purpose. No personal or identifying information of clients or private spaces will be disclosed without consent.

14.  Acceptance of Terms

By purchasing through ETZ & Co.’s Shopify store, the CLIENT acknowledges and agrees to all Terms of Service stated above.

Shipping policy

Shipping & Pickup Information

By default, all orders are considered workshop pickup at no additional cost. If the CLIENT requires delivery, shipping quotes vary depending on the number of items and the destination. Because of this, delivery fees are not calculated at checkout.Clients who wish to arrange delivery must contact us directly via WhatsApp to receive a personalized shipping quote and coordinate transportation.

Contact information

hello@etzandco.com and etzandcofs@gmail.com

Whatsapp +(506)83011833