Exchanges and Returns

  1. For us to process an exchange or refund, the products must be in perfect condition, in their original packaging, and unused. It's very important that the labels and boxes are undamaged.
  2. All exchanges and returns will be authorized once our Quality Control has verified the aforementioned conditions.
  3. Changes and returns can only be made with the receipt or invoice number.
  4. The process of receiving and approving an exchange and/or return can take up to 10 business days from the date we receive your product.
  5. No refunds will be made for wedding or other gifts.
  6. Final clearance products (balance) cannot be exchanged or returned.

If you want an exchange: After we receive your product and it's approved by Quality Control, we'll issue you a credit note for the value of the returned items, so you can make a new purchase with whatever you want from the store. This credit note is valid for 90 days.

If you want a refund: After we receive your product, we will contact you to request your payment method details for the refund. The payment terms for each method are explained below.

If the purchase was made online, you have 10 days from the date you received your order to request a refund (Right of Withdrawal).

Refund terms depending on your payment method:

If you paid by credit card, it may take up to 16 business days. This timeframe is relative and depends on the billing dates you have agreed upon with your bank. On the other hand, if you paid by debit card or bank transfer, the refund may take up to 10 business days.

Legal Guarantee: (SERNAC)

The Legal Guarantee is a right that consumers have, which is exercised when they purchase a new product that is defective, is missing parts or components, is not suitable for its intended use, was previously repaired, but its deficiencies persist or it presents new defects , among other situations mentioned in the Consumer Law.

If you bought a new product and it came out defective , you can choose between 3 alternatives:

  • Money back.
  • Product change.
  • Free repair.

Extension of deadline

With the reform to the Consumer Law, the legal warranty period for products is extended from three to six months as of March 24, 2022. This period allows people to demand a replacement for a defective product , a refund , or a repair .

How do you demand it in a store?

  • Step 1: Bring and present the receipt proving your purchase or proof of payment. (For example, a bank voucher, credit card statement, or exchange receipt.)
  • Step 2: Bring the defective product, along with the receipt, in its original packaging.
  • Step 3: Present the ticket and the defective product to a salesperson and explain the situation so the salesperson can do their job, and indicate which of the 3 options you choose.

Remember that the legal guarantee is NOT valid if you don't like the product.

If the product you purchased fails, you are entitled to the legal warranty. No replacements will be made for products that have been assembled incorrectly, tampered with or used unreasonably, modified, repaired, overloaded, or due to other factors attributable to the consumer (Article 21 of Law 19.496).