You have the option of picking up your order at our shop or having it delivered.
Store pick-ups are at our shop in Avenida Alonso de Cordova 3772, Vitacura, Santiago. There is no fee for store pick up.
We use a delivery service called SHIPIT . The shipping prices are calculated automatically and are based on your location, final weight and size of the order.
What is Shipit? Shipit is a logistics company with a strong technological base that allows more efficient processes simplifying the monitoring of the delivery operation and reducing costs to the customer. They use different shipping companies to deliver in order to comply with the delivery commitment.
EXCHANGE AND REFUNDS FOR PURCHASES AT SHOP OR ONLINE
Exchange or refunds are only permitted with a receipt - no exceptions
Returns and exchange policy:
To provide you with a better shopping experience, our products come with a voluntary warranty (in addition to the legal warranty) for satisfaction guaranteed, by virtue of which you can exchange a product for something of equal value within 10 days of purchase, as long as the product has not been used and is in its original packaging unopened.
In case of returns or exchange for defects or failures you have 90 days to return the product.
Carefully read the conditions for returns or exchange below.
EXCHANGE OR RETURN VIA DELIVERY FOR A PURCHASE MADE VIA THE WEB SITE:
This policy applies to the exchange for purchases made via the web site.
· Any exchange or return of product must be carried out only with receipt or exchange ticket. It is your right to demand the receipt or request the exchange ticket at the time of purchase.
· Send an email to firstname.lastname@example.org advising that you will be returning the product and why. Pack up the product well. Place the receipt inside the box (keep a copy).
· Send us the shipment tracking number by email to info@englishemporio.
· Return is subject to quality control. The estimated time for the return of the paid amount is 10 to 15 working days after the reception of the product to comply with the terms of delivery and quality control. See conditions below.
· Return shipping cost is at your expense unless the return due to a defective product in which case JHV UNIVERSAL LTDA will incur the cost.
· Exchanges due to defects are subject to availability of stock, if it is not available you shall receive a refund of the amount paid.
EXCHANGE AND RETURNS IN STORES:
This policy is applicable to exchange or returns for purchases in stores or via the web site.
· Any exchange or return of product will only be done with receipt or exchange ticket. It is your right to demand the receipt or request the ticket exchange at the time of purchase.
· In the event of an exchange, this will be done immediately if articles are in stock or if you want to replace it with another product.
· The return or Exchange is subject to quality control. See conditions below.
Once the product is received it will go through a quality control, if it complies with our policies we will generate a credit note. With this you can replace the product with the same item or use the credit towards the purchase of another product. If the return is due to a defective product the funds can be returned to you or you can select another product
© The product cannot be used and must be returned with complete original packaging unopened and in perfect condition, as well as the accessories and labels. Exception: if the return is due to a defective product.
© In case of defects due to misuse, failure to observe instructions for washing, ironing or other instructions listed on labels and tags, you are not permitted to return, repair or exchange the product.
© The warranty does not cover misuse, poor care, dirt, food stains, incorrect cleaning, staining, and similar.
© If the returned product does not pass quality control the reception of the product will be rejected and it will be returned to the client / sender.
© If the product was on sale or promotion "two for one" or similar the exchange or refund amount will be calculated proportionally to determine the value.
© In the case of shopping via the web site, if you change your mind and decide to return your order totally or partially, you are responsible for the cost of the return shipping.
© The exchange shall be made taking into consideration the current price at the moment in which they were purchased.
© If there is a difference in price greater than the credit note must pay the price difference.
© The customer may not request the refund of the difference in price in case of change by a lower value products.
UNAVAILABILITY OF STOCK
Despite our constant efforts to keep the stock levels online up to date, your order may suffer a deficiency in a requested product.
To solve this type of inconvenience we have the following options:
· Cancellation of purchase and total refund of money: If your order was made by credit card the confirmation of cancellation of the order will be made with Transbank for the cancellation of the charge. If your payment was made by debit or bank transfer, we require your bank account information to do the bank transfer. The estimated time for the return of the money is 10 to 15 business days from the cancellation notice.
· Partial delivery and proportional refund of the money for the missing products: For this we will require your bank account information to do the bank transfer together with the written confirmation of the acceptance of the partial delivery of the purchase. The partial shipment will be made once the latter has been done.
· As soon as the lack of stock is detected we will try to communicate to inform you of the situation by email and by telephone. If after five business days we have not had a reply from you regarding the problem, it will be understood that the option to cancel the order has been chosen.
METHODS OF RETURNING AMOUNT PAID
1. For purchases paid in cash, the refund will be in cash
2. For purchases paid by debit card or bank transfer, the refund will be a bank transfer, once the receipt of the funds by the company has been verified. We need the following information: Full Name, RUT, Bank Name, Account Number, and Account Type.
3. For purchases paid with a credit card, no refund of money will be made, but the charge of the purchase will be reversed to the respective credit card.
In accordance with article 21 of law 19.496 on protection of consumer rights, all products are under a legal guarantee, due to defects or failure of the product within 90 days from the purchase, provided that the conditions expressed below are met:
• To make the return due to defects or failure you must present the receipt or exchange ticket, and the following conditions must be met:
© The product must be returned with its accessories, if any.
© In case of change, it will proceed immediately if the same articles are in stock.
© Defects or failure cannot be attributable the fault of the customer / user.
In the case of defects or failure that is not attributable to the consumer, and after verification by management, the item will be exchanged or the payment will be refunded. For such purposes, once the product is received, it will be sent to the central offices for analysis by management. The evaluation period is 7 business days from receipt of the product and the result will be communicated to the customer by email.
In the following cases, the legal guarantee will not apply:
If the product presents deterioration caused by improper use, peeling, scratching, excessive wear of materials, washes that do not have indications that support this process, excess moisture due to excessive perspiration of the foot or by not following the instructions of maintenance of the product, deterioration due to exposure of the product to inadequate conditions such as direct heat (sun, stove, etc), products exposed to sharp elements, dyes, misuse, damage of use, dirt, food stains, chlorine stains, and other similar, etc. .
The useful life of any product of ENGLISH EMPORIO depends on the particular use that is made of it, the conditions of use and the characteristic use by the user. ENGLISH EMPORIO products damaged by normal wear and tear or that have exceeded the reasonable life of the product will not be replaced.
ISSUE OF CREDIT NOTES
For purchases made with by receipts or Business Invoice, a Credit Note is issued only in the following cases:
• that the cancellation of the sale and return of the amount paid is to be done.
• that the customer returns the original product and exchanges it for a new product
Note: In the case of exchange /refund with Business Invoice, the issue of an Business Invoice is necessary and in the case of change with Receipt, the issuance of a Receipt is done.
If the product is repaired or exchanged for exactly the same, the original Bill or Invoice is maintained.
For any questions you have about the return or product exchange policy, please contact email@example.com