Refund policy

Right of withdrawal (orders delivered in Chile and Canada) If you change your mind about your purchase, you have 10 days from delivery to return it, and we will refund the amount paid for the product. The product must be unused, in good condition and with its packaging and tags. Return shipping costs are paid by the customer; for international orders this includes any customs charges on the return. Write to us at zonachilhue@gmail.com or +56 9 8403 7121 to arrange the return.

Exchanges If you'd rather exchange the product for another size, color or item, you have 10 days from delivery (14 days for customers in the European Union), with the product unused and with its tags. Return shipping costs are paid by the customer. If the new product has a different price, the difference is adjusted.

Defective products (legal warranty) If your product has a fault or defect, you have 6 months from delivery (2 years for customers in the European Union, see below) to choose between a repair, an exchange or a refund. In these cases, we cover the shipping costs. Write to us with photos of the problem. If it arrived damaged in transit, please let us know within 48 hours so we can file a claim with the carrier.

Handmade pieces Our products are handmade. Small variations in color, shape or texture between pieces are part of handmade work and are not considered a defect.

Customers in the European Union If you live in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason. The withdrawal period starts on the day you, or a person you designate, receive the last item of your order, and is extended to the next business day if it ends on a weekend or public holiday.

To exercise this right, let us know clearly before the period ends, by email to zonachilhue@gmail.com. You may use the model withdrawal form below, but it is not required. You must send the items back within 14 days of notifying us.

We will refund all payments received from you, including the standard delivery cost of your original order, within 14 days of receiving your withdrawal notice, using the same payment method you used. We may withhold the refund until we have received the items back or you have provided proof of shipment, whichever is earlier. You bear the direct cost of returning the items, including any customs charges on the return. You are only liable for any loss in value of the items resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

In addition, you are entitled to a legal guarantee of at least 2 years from delivery for any lack of conformity of the products.

Model withdrawal form (Complete and return this form only if you wish to withdraw from the contract.)
To: Comercial Zona Chilhue Ltda., Pedro Aguirre Cerda N°404, Chonchi, Los Lagos Region, Chile — zonachilhue@gmail.com
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods: __________________________________________________________________________
Ordered on: __________ / Received on: __________ Order number: __________________
Name: ____________________________________________________________________________
Address: ___________________________________________________________________________

Signature (only if this form is sent on paper): ___________________ Date: _______________