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Lona del Rey⎜Lonas Impermeables⎜Velas Sombreadoras
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Exchange and Return Policy

When purchasing from Lonadelrey.cl, the buyer may exercise their right of withdrawal or exchange products, according to the following:

SECTION I. RETURNS – RIGHT OF WITHDRAWAL

This policy applies to any product purchased on our website with the exception of those offered with free installation by the company.

If the buyer changes their mind about the purchase, they will have ten (10) calendar days from the date of receipt of the product to request a refund. After this period, no refunds will be accepted.

Returns will only be processed upon presentation of the purchase receipt, delivery note, exchange ticket, order number or other proof of purchase (receipts, bank statements, etc.).

The right of withdrawal cannot be exercised when the product has deteriorated due to an act attributable to the buyer, therefore all products must meet the following conditions for their return:

  1. Be new
  2. Not having been used
  3. The package must be sealed and in its original packaging.
  4. With all LONADELREY seals intact

If the product does not meet these conditions, the return request will be rejected and, if the product was sent through courier services, it will be returned to the original address, with the new shipping cost being borne by the buyer.

The company may use digital means to pre-approve a return, requesting visual evidence of compliance with points 2 and 3 mentioned above. In this case, the buyer would be authorized to send the package to the company; however, this does not preclude the company from conducting a quality inspection of the product upon receiving the package to verify if the return is valid. The buyer will be notified of the outcome within ten (10) days of receiving the package.

Returns can be made at any of our stores or they can be sent via courier services.

The company is not responsible for the loss or misplacement of the package by the shipping company during its transit to our warehouse. However, we will be fully available to assist the customer in handling any claims.

If the return is accepted, the buyer will be refunded the product price, excluding shipping costs, where applicable. If the payment was made by bank card, the refund will be processed by canceling the transaction, within the timeframe determined by the bank. If a cancellation is not possible, the refund will be issued via bank transfer. For refunds, where applicable, the buyer will be contacted to obtain their bank details. It is the buyer's responsibility to provide accurate information to ensure a successful transfer. If the buyer fails to provide their bank details, the company will not be liable for any failure to refund the purchase price.

    All return shipping costs are the responsibility of the buyer. Additionally, if the returned product was purchased with free shipping, a refund amount will be deducted as follows:

    - Three thousand nine hundred and ninety ($3,990) Chilean pesos for products with dimensions whose sum of sides is up to 95 cm or weigh up to 5 kg.

    - Eight thousand nine hundred and ninety ($8,990) Chilean pesos for products with dimensions whose sum of sides is from 96 cm or weigh from 5.1 kg up to products whose sum of sides is 150 cm or weigh up to 15 kg.

    - Nineteen thousand nine hundred and ninety ($19,990) Chilean pesos for products with dimensions whose sum of sides is from 151 cm or weigh more than 15.1 kg.

    Refunds for eligible products purchased directly from our stores and paid for with a bank card will be issued directly to the original card. A refund receipt and credit note will be provided. The processing time for the refund will depend on your bank. If a refund cannot be issued, the refund will be processed via bank transfer.

    SECTION II. SATISFACTION GUARANTEE FOR PRODUCT EXCHANGE (30 CALENDAR DAYS)

    If the product purchased from Lonadelrey.cl did not fully satisfy the customer (color, thickness), they may make use of the Voluntary Satisfaction Guarantee, only once, provided they meet the following requirements:

    1. This warranty only covers product exchanges. No refunds will be issued under any circumstances.
    2. Exchanges will only be processed upon presentation of the purchase receipt, delivery note, exchange ticket, order number or other proof of purchase (receipts, bank statements, etc.).
    3. The product to be exchanged must meet the following conditions for the exchange:
    4. Be new
    5. Not having been used
    6. The package must be sealed and in its original packaging.
    7. With all LONADELREY seals intact

    If the product does not meet these conditions, the exchange request will be rejected. If the product was received via courier, the buyer will be contacted to confirm the return shipping information so that the product can be returned to the original address. The buyer will be responsible for the new shipping costs. If the buyer does not respond within thirty (30) consecutive days of being notified that the exchange is not valid, or refuses to accept the returned product, the company will dispose of the product for donation, disposal, or destruction, as it deems appropriate.

    1. The company may use digital means to pre-approve an exchange, requesting visual evidence of compliance with points 2 and 3 mentioned above. In this case, the buyer would be authorized to send the package to the company; however, this does not preclude the company from conducting a quality inspection of the product upon receiving the package to verify if the exchange is valid. The buyer will be notified of the outcome within ten (10) days of receiving the package.
    2. Changes can be made at any of our stores, or they can be sent via courier services.
    3. The company is not responsible for the loss or misplacement of the package containing the exchange during its transit to our warehouse. However, we will be fully available to assist the customer in processing any claims.
    4. If there is no replacement for the product to be exchanged, the customer must select another product of the same value; if there is a price difference in favor of the company, this must be paid by the customer.
    5. If there is a price difference in the customer's favor, they must add another product to reach the total of the initial purchase. If the added product exceeds the value of the product being exchanged, the customer must pay the difference.
    6. This warranty is valid solely and exclusively for a period of 30 calendar days from the date of purchase. After this period, this benefit cannot be used.
    7. The Satisfaction Guarantee applies only to the initial purchase. Therefore, it will not extend to any replacement product received.
    8. All shipping costs resulting from the exchange are the responsibility of the buyer.
    9. The company will ship the new product to the buyer, providing the tracking number. If there are any issues with the shipment, the buyer has twenty (20) calendar days from the original delivery date to file a claim. After this period, the company is not responsible for any undelivered packages.

    SECTION III. CHANGES – LEGAL GUARANTEE

    In the event that the product has faults or factory defects, you can choose between free repair, product replacement or a refund of the amount paid.

    1. To make the legal guarantee effective, the buyer must meet the following requirements together:
      • Present purchase receipt, delivery note, exchange ticket, order number or other proof of purchase (receipts, bank statements, etc.).
      • Do not exceed the period of six (06) months from the date the product was received.
      • This warranty coverage applies only within the national territory.
    2. The legal guarantee will not apply in the following cases:
      • Deterioration due to an act attributable to the buyer or intervention of third parties.
      • Improper use of the product, removal or alteration of any of its parts, pieces or components.
      • Use other than that for which the product was designed.
      • Product that has been tampered with or repaired by persons other than technicians authorized by LONADELREY.
      • Wear and tear of accessories and/or aesthetic parts.
      • Use of non-original accessories, parts and pieces.
      • When the product has been properly identified as a “second selection”
      • If the product is properly labeled as "single-use" or "disposable," and it has been used more than once, this will be considered misuse or improper use.
    3. The buyer can make the exchange by taking the product to any of our stores; if they choose the shipping option through courier services, all associated costs will be borne by the buyer.
    4. The company may use digital means to pre-approve a return under the legal warranty, requesting visual evidence of both the product defect and compliance with section 1 above. In this case, the buyer would be authorized to send the package to the company; however, this does not preclude the company from conducting a quality inspection of the product upon receipt to verify the validity of the return, which will be communicated to the buyer within ten (10) days of receiving the package.
    5. The company is not responsible for the loss or misplacement of the package by the shipping company during its transit to our warehouse. However, we will be fully available to assist the customer in handling any claims.
    6. If a refund is warranted, the replacement product will be shipped or the buyer will be reimbursed via bank transfer within five (5) business days of the product's quality inspection. The buyer will be contacted to obtain their bank details, and it is their responsibility to provide accurate information to ensure the transfer is successful. If the buyer fails to provide their bank details, the company will not be liable for any failure to refund the purchase price.
    7. If the request is not valid, it will be rejected. If the product was received via courier services, the buyer will be contacted to confirm the return details so that the product can be returned to the original address, with the new shipping cost being borne by the buyer.
    8. If the buyer does not respond within thirty (30) consecutive days from the notification of non-applicability of the exchange or return, or refuses to receive the product back, the company will dispose of the product for donation, loss or destruction, as it deems appropriate.