Refund Policy
Returns
Our priority is that you feel satisfied with your purchases and supported by the service we provide.
Our policy lasts 30 days. If 30 days have passed since your purchase, unfortunately we cannot offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of products are exempt from being returned. Perishable products such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary products, hazardous materials or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds (if applicable) are given.
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape or vinyl record that has been opened
- Any item that is not in its original condition, is damaged or is missing parts for reasons not due to our error
- Any item returned more than 30 days after delivery.
If you purchased a product in our store and you regret it during the first 24 hours, there is no problem, you must immediately contact us through our official customer service channels indicating the data entered at the time of purchase and requesting the cancellation of the order.
The maximum time to request cancellation is 24 hours from the purchase, since it is the time equivalent to the order processing period. After the first 24 hours, your order has already left our store to achieve expedited dispatch, so the shipment cannot be canceled after that period.
Along with the cancellation of the shipment, a refund of the amount paid must be requested, for which you must consider that we can fully refund up to 95% of the value of the product, since the remaining balance corresponds to payment gateway commissions. The deadline to make the refund is 30 business days from the request.
2. DEFECTIVE PRODUCTS.
If the product received comes with factory defects or there is an error in the product sent, do not worry, we can send you a new product at no additional cost.
Products that present damage attributable to the buyer due to carelessness or misuse are excluded from any warranty.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also 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 payment method within a certain number of days.
Sale items (if applicable)
Only regular priced items can be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are faulty or damaged. If you need to exchange it for the same item, please email us at info@directoentupuerta.com. Where you will be instructed on the next steps to follow.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be sent to you.
If the item was not marked as a gift when purchased, or if the donor received the order to be shipped later, we will issue a refund to the donor and they will find out about its return.
Shipment
To return your product, you must mail it to: Luis Hinojosa Pascua 1740, 9500000 Buin, Santiago Metropolitan Region, Chile.
You will be responsible for paying your own shipping costs to return your item. Shipping costs are not refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it takes for your exchanged product to reach you may vary.
If you are shipping an item over $70,000, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.
No changes or returns will be made due to simple disagreement or customer expectations, or for any other reason other than those mentioned in the previous points.
Information on the right of withdrawal.
In accordance with the provisions of article 3 bis of law 19,496, DirectoentuPuerta expressly states that it does not adhere to the right of withdrawal in any of its products offered.