This document regulates the return and refund policies under which the customer is entitled for purchases made at Mística Limitada and on our website www.misticaperfumes.cl. It is detailed below.

In any case to make use of the terms of Guarantee, Exchanges or Returns, Mística Limitada must first receive the product , which will be reviewed both in coding and in its physical state before being able to provide a response to the customer.

You will never lose your money if you report an incident on time. In the event of a factory failure, such as a problem with the perfume atomizer, Mística will be responsible for changing the product, as mentioned at the beginning, after receiving and reviewing the perfume both in coding and in its condition. All product changes or returns will be made through an order payable to a Blue express, Correos de Chile or Starken branch in Rancagua (this shipment will have no cost to the customer). Mística Limitada reserves the right to not accept the exchange in the event that the shipment is not properly protected and/or it is concluded in the review that the responsibility for the failure is due to misuse by the Client.

IN CASE OF DAMAGE TO THE PRODUCT IN TRANSPORT

At Mística Limitada we worry about packaging. Each of your orders will be perfectly packaged and protected inside with foam material to withstand long transportation journeys. We use high quality boxes and make sure to comply with all packaging recommendations suggested by Courier companies. In the event that upon receiving your order, you notice that the box was opened, manipulated or has significant damage, you have the right not to accept delivery of the package to the Courier company, leaving a record in the delivery record that the product arrived. damaged.

After that, you must contact us via email or telephone to help you resolve the problem with the Courier and review the options to resolve the incident.

IN CASE OF LOSS OF YOUR PRODUCT BY THE COURIER COMPANY

You will never lose your money if your package is lost en route. Part of the service that the client contracts is that at all times our company monitors the status of their package en route, from the moment the package is delivered to the Courier until it is delivered to their address. When you receive the shipping notification, you will also receive an estimated delivery date for your package. In the event that the Courier company does not meet this date and presents a delay, at Mística we will make a first insistence that they deliver as soon as possible. In the event that the delivery does not take place on the rescheduled date, we will begin the formal claim process for alleged loss to the Courier company, who will begin an investigation process . The Courier may take up to 30 days to process it. However, most of the time it is resolved much sooner.

If the loss is confirmed as a result of the investigation carried out by the Courier company, Mística will proceed to resend your purchase, without additional costs. You can also request a refund of your money, which will be via Bank Transfer, which must be be duly communicated via email to contacto@misticaperfumes.cl.

IMPORTANT: Any refund of money and/or reshipment of your purchase in case of loss of the package en route, will be made once the investigation process by the responsible Courier company is completed, and not during or before it ends.

PRODUCT CHANGES

Exchanges will only be accepted for products that come from the factory with cellophane; open products with damaged packaging will not be accepted for exchange. The period for changes is up to 30 days from receipt of your product. If shipping is required, it will be the responsibility of the Customer. For these cases, please contact our Customer Service. To the email contacto@misticaperfumes.cl

IMPORTANT: No changes or refunds are made if the product is used or opened in its cellophane.

RIGHT OF WITHDRAWAL

Empresa Mística Limitada adheres to the right of withdrawal. The customer has 10 days to retract their purchase, as long as:

1. The product is in the same condition as it was delivered. Then, it only corresponds to Product Change.

2. Exchanges or money returns are not accepted if the product is open from its cellophane, used or damaged due to misuse by the customer or a third party.

3. The product must have all its accessories and original packaging. Furthermore, given the nature of this type of products, it is necessary that they have not been opened and that they retain their original seal and packaging.

4. In case of money refunds at the customer's request, since they regretted purchasing. We will be able to refund money once we receive the product back at our office.

5. We will not be able to return the costs for transportation, reverse logistics and Webpay payment gateway commission, which corresponds to 5% of the total transaction in the purchase.

LEGAL GUARANTEES

If the product is damaged or incomplete, it can be exchanged immediately. If there is factory damage or defects in any of its parts that prevent the correct functioning of the product within 3 months from the date it was received, you can choose between free repair, exchange or refund of the amount paid. , as long as the product has not deteriorated due to an event attributable to the consumer. The buyer may send the product directly through a parcel payable to a Blue express, Correos de Chile or Starken branch in Rancagua following the instructions sent by email. This return will have no additional shipping costs for the consumer.

The following will be considered a failure or defect:

1. Products subject to mandatory safety or quality standards that do not meet specifications

2. If the materials, parts, pieces, elements, substances or ingredients that constitute or integrate the products do not correspond to the specifications they display or to the mentions on the labeling.

3. Products that, due to deficiencies in manufacturing, processing, materials, parts, pieces, elements, substances, ingredients, structure, quality or sanitary conditions, where applicable, are not entirely suitable for the use or consumption for which they are intended or for which the supplier had indicated in its advertising.

4. If the supplier and consumer have agreed that the products subject to the contract must meet certain specifications and this does not occur.

5. If after the first time the guarantee has been made effective and the corresponding technical service has been provided, the deficiencies that make the good unfit for the use or consumption referred to in paragraph 3 remain. This right will subsist in the event of presentation a deficiency that was subject to technical service, or the same occurs again.

6. If the thing that is the subject of the contract has hidden effects or defects that make the use to which it is usually intended impossible.

7. In the case of failure in the atomizer you have a 30-day guarantee, it is excluded from the guarantee when the product is mishandled.