For an item to be accepted for return, it must meet certain conditions to ensure its condition and reuse.
These conditions vary depending on the type of product, but typically include:
Condition of the item: All items must be new, unused, and in their original condition.
This means they must not be used, consumed, damaged, or altered in any way.
Food must remain intact and free of signs of handling, while dry products, canned goods, and cleaning products must remain sealed and in their original packaging.
Original packaging: Products must be returned in their original packaging, and the packaging must be intact. Refrigerated and frozen foods must be returned in their original packaging and ensure that they are properly sealed to maintain freshness. Returned equipment must be placed in the original box and protected with appropriate packing material to prevent damage during shipping.
Intact labels: All original product labels and logos must remain intact and unaltered. This is especially important for food products, as labels provide information about expiration dates, ingredients, and storage conditions. Other product labels may contain barcodes, serial numbers, or other important information for identification and tracking.
Accessories and documentation: The product must be returned with all accessories, user manuals, warranty documents, and any other documentation originally supplied.
This includes additional parts, power cables, remote controls, etc. that may be included with the product.
The lack of accessories or documentation may affect the functionality of the product and the right to return it.
RETURN PERIOD
Comerciarte is committed to examining each case and evaluating a solution for the Customer if the request is made within 72 hours following the delivery of the order for fresh and perishable products and within 15 days following the delivery of the order for other products that do not fall into this category.
The warranty conditions for equipment and products depend on the warranty of each product.
If a customer wishes to request an exchange or return of an item, they can do so through our customer service center, where a representative will accept the request and provide a solution. If additional evaluation is required, the request is sent to the specialized department and the customer is contacted to confirm the request. The recipient must return the requested item in the same condition in which it was delivered according to the agreement in order to replace the item or refund the requested amount. If a customer requests a return and the reason is valid, they may receive a store credit equivalent to the value of the item.
If a refund is required, it will be processed within 10 to 15 days using the same payment method used by the customer.
RETURN PROCEDURE
The return process is as follows:
Contact Customer Service: The customer must contact Comerciarte Customer Service to communicate the return request. This can be done through the various communication channels of the store, such as email, phone, online chat, or directly from the website using the claims form.
Return authorization: When a customer contacts customer service, we will evaluate the return request. If the return is eligible and meets the eligibility criteria within the specified timeframe, the return will be approved and a Comerciarte retailer will be coordinated to receive the item. 3. Preparation of the returned merchandise: The recipient must prepare the returned merchandise according to the instructions provided by customer service. This may include properly packaging the product in its original packaging and having it ready to be picked up at the recipient's address.
Arrange for product pickup: Comerciarte will coordinate with the retailer to receive the product at the recipient's address. We agree on a convenient pickup date and time and ensure that the recipient is present to hand over the item to the retailer.
Return inspection: Once the retailer has picked up the returned item, Comerciarte will continue to verify its condition and suitability for return. Once the return is approved, the corresponding credit or refund will be issued to the customer as previously agreed.
ORDER PROCESSING
All orders are processed immediately after they are placed. Once an order is processed, it cannot be canceled. Orders with the status “In processing” or “Completed” cannot be canceled and the amount paid will not be refunded to the customer.
CANCELLATION OPTION
If an order has a status of “pending,” “confirmed,” or “on hold,” it can be canceled. In such cases, the order amount will be refunded to the customer. If customers and recipients believe that the quantity of products delivered by us does not meet the customer's requirements, or if they find that the delivered products have quality issues, are damaged, or defective, they may choose not to accept an order from our store. Credit or refund options
Once the return is processed, the customer has the option to request a credit for a future purchase or a refund. As a store policy, it is better to grant the credit first, as the process is faster and allows the customer to continue shopping in the store immediately. However, in some cases, a refund will be issued, which may take some time depending on the schedule set by the customer's bank. It is worth noting that in many cases, even if a refund is issued, it may not be immediately reflected in the customer's payment form for similar banking management reasons.
REFUND CONDITIONS
Until the order is processed, the customer has the option to request a refund. If the return request is due to a customer error or other circumstances unrelated to the services provided by Comerciarte, a refund of the operational costs of 10% of the invoice amount will be charged. The fee is intended to cover the operational costs associated with the initial transaction and refund process, as well as other bank fees associated with these operations.
RETURN DUE TO NON-COMPLIANCE OR POOR SERVICE
If the return is due to poor or inadequate service by Comerciarte or as a consequence of a store decision, no charge will be made for the amount refunded to the customer. In this case, Comerciarte will fully cover the aforementioned costs.
REFUND REQUEST PROCEDURE
To request a refund, you must first contact our customer service team to file a formal claim. Please refer to the claims section for more details. Customers can contact a representative via email, phone, live chat, or directly from the website using a complaint form. Once the claim is submitted, our team will review the refund request. Users must provide all requested information for their requests to be processed quickly. However, please note that our store is not responsible for claims arising from incorrect information provided by users.
At Comerciarte, we are aware that certain types of products require special conditions to ensure customer satisfaction and maintain the high standards of quality of our services. Below are the specific conditions that apply to the different categories of products:
PERISHABLE FOODS
Perishable products, such as: dairy, oils, all types of meats and cold cuts, fish and seafood, fruits, vegetables, juices, and prepared dishes, are subject to special conditions due to their sensitivity. In addition to food, fresh flowers and plants are also considered perishable products. These products must be delivered in optimal conditions of freshness and preservation. Therefore, the recipient must be present at the time of delivery to properly receive these products. If customers experience any issues with products of this nature, they are advised to contact our customer service team immediately, or no later than 72 hours after delivery, so that the issue can be resolved quickly.
SPECIAL PRODUCTS
Promotional products may be subject to special return or refund policies. Promotional offers may have additional restrictions or specific return times. To avoid confusion or misunderstandings, customers are advised to familiarize themselves with the terms and conditions of each promotion before making a purchase.
PERSONAL HYGIENE AND HEALTH PRODUCTS
For health and safety reasons, personal hygiene and health products (such as toothbrushes, razors, intimate care products, underwear, compression bandages, and similar items) cannot be returned after they have been opened or used, unless they have a manufacturing defect.
DAMAGED GOODS AS A RESULT OF MISUSE
Products damaged due to misuse, negligence, or improper handling by the customer are not eligible for return. This applies to products that are damaged as a result of an accident, loss, spill, electrical overload, exposure to corrosive elements, or any other action that is not a manufacturing defect.
All equipment with a valid warranty is tested before being delivered to customers. Each product is tested, rated, and certified in our electronics workshop, providing an exclusive service for Comerciarte. This process ensures that the equipment functions correctly and meets the specified quality standards. Additionally, it acts as a double check to detect and resolve any issues or manufacturing defects that may arise. We place our seal to demonstrate that the device has been tested and approved by the technical warranty service of Comerciarte. In this way, we ensure top-quality products and a satisfactory experience for our customers. Current warranty
The warranty from Comerciarte will be visible on the side of the product that meets this requirement. Products such as appliances, electric vehicles, and electronic hardware usually fall into this category. These products are subject to a warranty period, which determines the time during which technical defects are covered, and may vary depending on the type of product and the provider. However, please note that these warranties do not cover damages caused by negligence, impact, misuse of the device, insufficient power, incorrect installation, or normal wear and tear. Additionally, damages caused by adverse weather conditions (for example, electrical discharges) are not covered.
If problems arise during the warranty period, the customer must contact our customer service and return the device in its original packaging or box with all included accessories. Comerciarte is committed to taking appropriate measures, including repair, replacement of the equipment, or refund of the merchandise, depending on the circumstances and in accordance with the law. If the customer decides to have the device repaired or serviced during the warranty period by a provider not authorized by Comerciarte, or if the security seal indicating that the device has not been serviced is missing, these warranties will not apply.
WARRANTY CERTIFICATE
A warranty certificate is an official document issued by a manufacturer or seller to ensure the quality and performance of a product for a specific period of time. The certificate describes the terms and conditions of the warranty, including the warranty period and the procedure for enforcing the warranty if the product develops a defect or problem during the warranty period. This is a way to assure buyers that the manufacturer or seller stands behind the product in case of failure or malfunction. A warranty certificate is a document that guarantees repair or replacement if your device cannot be repaired.
Notes on using the warranty
To receive warranty service, you must present the store's warranty certificate along with the proof of purchase.
You must contact our customer service team through the available channels to file a claim regarding the product, which may be via email, phone, online chat, or directly from the website using the claim form. - The warranty period will be as indicated in the store and on the warranty certificate and will be valid from the date of delivery. The user is responsible for verifying the certificate to determine if the product has this warranty claim period. - When replacing the device, keep the warranty card, proof of purchase, and the original packaging of the product.
The warranty does not cover accessories that come with the device, such as remote controls, headphones, batteries, telescopic antennas, cables, discs, external washing machine hoses, blenders, and mixing cups, etc. It also does not include deformation of plastic or metal structures as a result of impact, fall, or misuse by the user.
Failure to comply with installation standards and improper use of the device will void the warranty. - If the same product is out of stock, the corresponding amount will be refunded, provided that the device is within the warranty period and meets the conditions specified in the attached warranty certificate.
The User has the right to receive all documentation created at the time of delivery, including the Seller's warranty certificate and the proof of purchase.
If the device cannot be repaired or replaced, we will provide the customer with a store credit or refund the amount paid for the item, according to the customer's preference. - If the device is damaged and a claim is made, the user will be prioritized to resolve the issue within 15 business days after receiving the device.
USER RESPONSIBILITIES
- Keep all received documents.
- Use the device according to the instructions in the user manual provided by the manufacturer or the instructions received when the device was received. - Do not use a device intended for personal or household use for professional purposes, as this may cause premature wear or overheating of the device and void the warranty.
- During the warranty period, the equipment may not be inspected, repaired, or adjusted by any person or legal entity other than the warranty provider. - Protect the device from damage caused by accidents, fire, or any type of voltage fluctuation, as well as damage to precision parts caused by misuse, damage from battery sulfation, liquid spills inside the device, etc., as these conditions will void the device's warranty.
HOW TO FILE A CLAIM
To file a claim, users must follow the process established by Comerciarte. This includes contacting our customer service team through the provided channels, including email, phone, live chat, or directly from the website via the complaint form. Necessary information to file a claim
When filing a claim, it is important to provide accurate and complete information. This may include the order number, a detailed description of the problem, photographic evidence if available, and any other relevant information that may help our team understand and effectively resolve the claim. For fresh and perishable products, the request must be submitted within 72 hours following delivery. For other goods, the deadline is up to 15 days from the delivery date. For appliances and goods with a warranty, the warranty terms will depend on the specific warranty conditions of each product.
USER AGREEMENT AND MODIFICATIONS
This website reserves the right to change this return policy at its sole discretion or to change this return policy with respect to any customer who is deemed to be abusing this return policy. Any revision or change will be binding, contractual, and effective immediately upon its publication. It is the user's responsibility to periodically review this website, including the current version of our return policy.
If you have any concerns about products and services, questions, requests, claims, warranty information, assistance with purchases, and other topics related to the activities carried out by ComerciArte, you can contact our customer service representatives using the following methods:
Phone: +53 53414036
Email: comerciarte90smae@gmail.com
Live chat: click on the chat icon in the bottom right corner to immediately connect with a representative.