Exchanges and Returns

Exchange and Return Policy


  1. Warranty

The legal warranty will apply when the product purchased through our platform is unfit for use, i.e., it does not serve the purpose for which it was purchased, according to the product specifications. Notwithstanding the foregoing, each case where the warranty applies is detailed below.

According to the Consumer Protection Act, the customer (consumer) in case of product failure has the right to choose between three options:

  1. Money back.

  2. Exchange of the product for the same or different one.

  3. Product repair.

Term : In accordance with the Consumer Law and by virtue of its modification according to Law No. 21,398, the customer may request the warranty within a period of 6 months from the date of receipt of the product.

Important: The warranty will become effective once the product has been inspected by our team, verifying the fault or defect that makes it unusable. This document will also explain the review process and the warranty application protocol.

The following will be considered as a fault or defect:

  1. If the product you purchased is unfit for its intended use. Unfit for use means that it cannot be used for the purpose for which it was designed.

  2. If the materials, parts, pieces or their elements that constitute or integrate the products do not correspond to the specifications or detailed mentions on the website.

  3. Products that, due to manufacturing, processing, materials, parts, pieces, elements, structure or quality deficiencies, are not entirely suitable for the intended use or for the use that the supplier has indicated in its advertising.


Origin of the guarantee

  • Each product is inspected before being delivered to the customer, so any structural, material, or quality defect must be reported to MADERAS LIFEWOOD LTDA through the respective customer service channels indicated on the website, within the first 24 hours after receiving the product.

  • Without prejudice to the validity of the guarantee, the company makes the following recommendations regarding the conservation of the purchased product :

    • Wood should be used immediately or within a few days of purchase (maximum 7 days), as it tends to warp naturally when stacked and untied. If you're not going to use it immediately, keep it in a shaded area under a roof, tied down, and weighted down.

    • Natural wood is not recommended for outdoor use; if so, it should be varnished and, ideally, stained.

    • Impregnated wood is specifically designed for outdoor use. Optionally, for longer life or to change color, a stain can be added. No varnish is required.

    • If the impregnated wood is buried or if a portion remains in contact with the ground, it must be protected with tar.

  • Once we receive notification of the product defect, we will contact you to conduct a review or examination of the product. This review can be done remotely through a video or photographs that demonstrate the product defect, or in person (for purchases made in Santiago). This way, the company can verify the defect and proceed with the option chosen by the customer (repairing the product or replacing it with a new one).

  • The product warranty will not apply in the following cases:

    • When the warranty is not requested by the original owner, that is, the person who directly purchased the product.

    • Any damage caused by improper use, storage or maintenance, in accordance with the recommendations for use already reported.

    • For misuse or improper use of its products, for accidents caused by improper handling as indicated and that occur after delivery.

    • The lack of a receipt or invoice, shipping guide, exchange ticket, or other proof of purchase, which proves the purchase of the product.


  • In case the guarantee applies, MADERAS LIFEWOOD LTDA You must check whether the new product to be delivered is in stock at the respective warehouse .

    • Subject to availability: the new product will be shipped as soon as possible.

    • Product not in stock: MADERAS LIFEWOOD LTDA The customer will be contacted to communicate the new delivery time, or to recommend a new product that is available.

    • If you do not wish to exchange a product, MADERAS LIFEWOOD LTDA will refund the amount paid for the purchase, upon requesting the buyer's transfer information.

Place where you can make the product warranty effective:

Returns will be coordinated within the first 7 days after the respective notification (as indicated in the website's terms and conditions) at the location where the products are located ( located at Puerto Madero 9670, Pudahuel, Metropolitan Region). The corresponding shipments will be coordinated. We will always contact you to coordinate the delivery.

If the warranty is valid, the company will be responsible for the transfer of the products and their shipping costs.

Contact:

In case of claiming the warranty or any other type of concern, the customer must always contact us via email at lifewood@lifewood.cl and the telephone number +56957691638 , being the official communication channels.

Documents to be submitted:

For exchanges or returns, you must always present the receipt or invoice, shipping guide, exchange ticket, or other proof of purchase.


II. Right of Withdrawal

Pursuant to Article 3 bis of the Consumer Law and Article 1, Section 4 of Law No. 21,398, the consumer has a period of 10 days to terminate the contract unilaterally entered into electronically from the date of receipt of the product.

To exercise this right you must use email as a means of contact and whenever MADERAS LIFEWOOD LTDA has sent you notification that the contract has been completed, a full copy, clear, understandable and unequivocal access to the general conditions of the contract and the possibility of storing or printing them.

Pursuant to the amendments to the Consumer Protection Act, MADERAS LIFEWOOD LTDA will grant the right of withdrawal provided certain conditions are met: This right may be exercised when:

  1. The item is not damaged due to misuse by the customer, and must comply with the product care specifications mentioned above.

  2. The item was not purchased according to the customer's specifications, such as specific wood measurements, dimensioned lumber, custom-made furniture, etc.

In order to allow the return, the company will carry out the examination described above to verify that the product is unused and undamaged.

If the withdrawal is successful, the company will contact you to process the return of the product. The customer will only have the option of exchanging it for a product from the company's catalog. No refund will be issued.

Shipping costs, if the right of withdrawal is applicable, will be the sole responsibility of the customer, according to the shipping prices specified on the company's website.