We strive to ensure a satisfactory shopping experience. However, we understand that there may be situations where you need to return a product or file a claim. Depending on when the request is made, the process may involve either an immediate return upon delivery or a post-delivery claim for defective items.
Returns at the Time of Delivery
If you decide not to accept your order upon delivery, you have the option to return the entire order or selected products, as long as they have not been opened or modified, without needing to provide a reason.
Return Process:
- Inform the distributor that you do not wish to receive one or more products.
- The distributor will log the issue and collect the returned items.
- Once the returned products arrive at our warehouse, we will proceed with the corresponding refund.
Refund Options:
- Store Credit: The total amount of the returned items will be credited to your account for future purchases.
- Refund to Your Payment Method: The full amount of the returned items will be refunded to the original payment method used.
Claims for Defective or Damaged Products
If you notice that a product is defective or in poor condition after receiving your order, you must file a claim (see article) within the timeframe established for each product type.
Timeframes for Filing a Claim:
- Perishable Products (dairy, meats, fish, fruits, vegetables, flowers, prepared foods, etc.): Up to 72 hours after delivery.
- Products with a Warranty: Claims must be made within the timeframe specified in the product’s warranty certificate, which can be found on the product page in our store.
- Other Products: Claims can be made up to 15 days after delivery.
Resolution Options for Approved Claims:
- Product Replacement: A new product will be sent as a replacement for the defective item.
- Store Credit Refund: The refund amount will be credited to your account for future purchases.
- Refund to Your Payment Method: In this case, the full amount paid will be refunded.
Timeframe for Replacing Defective Products
If a claim is accepted and the replacement of the product is authorized, the delivery time will depend on the recipient’s location. In most cases, the replacement should arrive within 30 days, with household appliances being the products that may take the maximum time frame to be delivered.
If you have any questions regarding our returns and claims policies, our Customer Service team is available to assist you.