In antartica.cl You can request a change or cancellation of the order if the product has manufacturing defects or if it does not comply with the characteristics advertised on our website (Legal Guarantee, explained below).
However, the Law establishes that exchanges for satisfaction, that is, if you do not like a product, are optional for each brand. To provide you with a better shopping experience, Antártica has this voluntary guarantee (in addition to the legal guarantee) called Satisfaction Guarantee, with which you can exchange or request the return of an order within the time periods indicated below, provided that the requirements for guaranteed satisfaction are met.
We do not adhere to the legal Right of Withdrawal, however we do have our Satisfaction Guarantee explained below.
Both guarantees are detailed below:
Product Warranty
At antartica.cl every product is subject to the legal guarantee law.
1. Legal Guarantee: (6 months from the issuance of the ticket or from the receipt of the product in the case of e-Commerce purchases). It is the right that all consumers have according to the Consumer Law (Law 19,496) when a product purchased by customers does not comply with the technical characteristics reported, is damaged, incomplete, faulty, among other situations mentioned in Law 19,496. In such cases, the consumer has the right to change the product or request a full refund, during the “6 months from the date of issuance of the Receipt or Invoice” (Article 21, Law 19,496).
To make the Legal Guarantee effective, you must present the receipt/invoice or any proof of payment that proves the purchase on antartica.cl. If you do not have any proof of purchase (receipt/invoice, exchange ticket, payment voucher) the guarantee will not be effective.
You must contact our Customer Service by chat, phone or email, where an executive will assist you and guide you through the process.
There are 2 alternatives:
1. Total Refund: You must contact our Customer Service by chat, phone or email, where an executive will assist you, coordinate the removal of the product and make the request for a refund.
In case of payment via Mercado Pago, whether Debit or Credit, the payment will be made within 72 hours after the withdrawal has been made by the transport company.
In case of payments via web pay (transbank), for payments with credit card the refund will be made within 72 hours after the withdrawal has been made by the transport company. For payments with debit card the refund will be made by bank transfer within a period of up to 15 business days, for this you must send us the following information to [email protected]:
- Order Number.
- Full Name.
- RUT.
- Banco
- Account number.
- Account Type.
2. Exchange of defective product: Exchanges of defective products can be made in 2 ways.
1. You can exchange the product in our physical stores within 6 months from the date of receipt of the product.
2. You can request a product exchange through our Customer Service by chat, phone or email, where an executive will assist you, coordinate the removal of the defective product and make the request for the shipment of the replacement product. The replacement product will be sent once the removal has been made by the transport company.
The exchange of a defective product will be subject to stock availability. If there is no stock, a refund will be issued as indicated in the previous point.
Order Cancellation:
We do not cancel online purchases, since once the purchase has been made, it is immediately processed. If you do not want your purchase, you can proceed to make use of the Satisfaction Guarantee detailed in the previous point.
