For an item to be accepted for return, it must meet certain conditions to ensure its condition and potential reuse.

These conditions vary depending on the type of product, but they generally include:

• Item Condition: 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 items must remain intact and free from any signs of tampering, while dry goods, canned products, and cleaning supplies must remain sealed in their original packaging.

• Original Packaging: Products must be returned in their original packaging, which must remain intact. Refrigerated and frozen food items must be returned in their original packaging and properly sealed to maintain freshness. Any equipment must be placed in its original box and protected with appropriate packing materials 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 essential information about expiration dates, ingredients, and storage conditions. Other product labels may contain barcodes, serial numbers, or other important details for identification and tracking.

• Accessories and Documentation: The product must be returned with all accessories, user manuals, warranty documents, and any other originally included materials.

This includes additional parts, power cables, remote controls, etc that can be included with the product.

The absence of accessories or documentation may affect the product’s functionality and the eligibility for return.

RETURN PERIOD

Comerciarte is committed to reviewing each case and offering a solution to the customer if the request is made within 72 hours of delivery for fresh and perishable products, and within 15 days of delivery for other products that do not fall into this category.

The warranty conditions for equipment and products depend on the warranty provided for each item.

If a customer wishes to request an exchange or return, they may do so through our Customer Service Center, where a representative will review the request and provide a solution. If additional evaluation is required, the request will be forwarded to the specialized department, and the customer will be contacted to confirm the request. The recipient must return the item in the same condition in which it was delivered as per the agreement in order to receive a replacement or refund. If a customer requests a return and the reason is valid, they may receive store credit equivalent to the item’s value.

If a refund is required, it will be processed within 10 to 15 days using the same payment method originally used by the customer.

RETURN PROCEDURE

The return process consists of the following steps:

Contact Customer Service: The customer must contact Comerciarte’s Customer Service team to request a return. This can be done through various communication channels, such as email, phone, online chat, or directly through the website by filling out a claims form.

Return Authorization: Once the customer contacts Customer Service, the return request will be evaluated. If the request meets the eligibility criteria within the specified time frame, the return will be approved, and a Comerciarte retailer will be assigned to receive the item.

Preparing the Returned Item: The recipient must prepare the item according to the instructions provided by Customer Service. This may include properly packing the product in its original packaging and making it available for pickup at the recipient’s address.

Arranging Product Pickup: Comerciarte will coordinate with the retailer to collect the product from the recipient’s address. A convenient pickup date and time will be agreed upon, ensuring that the recipient is available to hand over the item. 

Return Inspection: Once the retailer collects the returned item, Comerciarte will verify its condition and eligibility for return. If the return is approved, the customer will receive the agreed-upon store credit or refund.

ORDER PROCESSING

All orders are processed immediately after they are placed. Once an order has been processed, it cannot be canceled. Orders marked as "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 these cases, the order amount will be refunded to the customer. If customers or recipients believe that the quantity of products delivered does not meet their requirements or if they find quality issues, damage, or defects, they may refuse to accept the order from our store. 

Credit or Refund Options

Once a return is processed, the customer may choose between store credit for future purchases or a refund. As a store policy, store credit is preferred since it is faster and allows the customer to continue shopping immediately. However, in some cases, a refund will be issued, which may take time depending on the bank's processing schedule. It is important to note that even if a refund is issued, it may not immediately appear in the customer’s payment statement due to banking processing times.

REFUND CONDITIONS

Until an order is processed, the customer may request a refund. If the refund request is due to a customer error or circumstances unrelated to Comerciarte’s services, an operational fee of 10% of the invoice amount will be charged. This fee covers operational costs related to the transaction and refund process, as well as associated banking fees.

RETURN DUE TO NON-CONFORMITY OR POOR SERVICE

If a return is due to inadequate service from Comerciarte or a decision made by the store, no operational fee will be deducted from the refund. In this case, Comerciarte will cover all associated costs.

REFUND REQUEST PROCEDURE

To request a refund, customers must first contact our customer service team to submit a formal claim. Please refer to the "Claims" section for more details. Customers can reach a representative via email, phone, live chat, or by filling out the complaint form on our website. Once submitted, our team will review the refund request. Customers must provide all required information to ensure quick processing. However, please note that our store is not responsible for claims resulting from incorrect information provided by users.

EAt Comerciarte, we understand that certain types of products require special conditions to ensure customer satisfaction and maintain our high-quality standards. Below are the specific conditions that apply to different product categories:

PERISHABLE FOODS

Perishable products, such as dairy, oils, meats, seafood, fruits, vegetables, juices, and prepared meals, require special handling due to their sensitivity. Additionally, fresh flowers and plants are also considered perishable. These products must be delivered in optimal condition, and the recipient must be present at the time of delivery to receive them properly. If customers experience any issues with these products, they should contact our customer service team immediately or within 72 hours of delivery for a prompt resolution.

SPECIAL PRODUCTS

Promotional products may be subject to special return or refund policies. Promotional offers may have additional restrictions or specific return periods. To avoid confusion or misunderstandings, customers are encouraged to review 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-related products (such as toothbrushes, razors, intimate care items, underwear, compression bandages, etc.) cannot be returned once opened or used, unless they have a manufacturing defect.

DAMAGED GOODS DUE TO MISUSE

Products damaged due to misuse, negligence, or improper handling by the customer are not eligible for return. This includes products damaged due to accidents, spills, electrical surges, exposure to corrosive substances, or any other action unrelated to a manufacturing defect.

All products with a valid warranty are tested before being delivered to customers. Each product undergoes inspection, certification, and testing in our electronics workshop, providing an exclusive service for Comerciarte. This process ensures that the equipment functions correctly and meets specified quality standards. Additionally, our quality control team verifies and resolves any manufacturing defects before delivery. Comerciarte applies a quality seal to certify that the product has been tested and approved by our technical warranty service, ensuring top-quality products and a satisfying customer experience.
 
Current Warranty Coverage

The Comerciarte warranty will be visible on the side of products that meet this requirement. Products such as appliances, electric vehicles, and electronic hardware typically fall under this category. These products are subject to a warranty period that covers technical defects, with the duration varying depending on the product type and supplier. However, please note that warranties do not cover damages caused by negligence, impact, improper use, insufficient power supply, incorrect installation, or normal wear and tear. Additionally, damages caused by adverse weather conditions (e.g., lightning strikes) are not covered.

If issues arise during the warranty period, the customer must contact our customer service team and return the device in its original packaging, including all accessories. Comerciarte commits to taking the appropriate action, which may include repair, replacement, or a refund, depending on the circumstances and in accordance with legal regulations. If the customer decides to have the device serviced by an unauthorized provider or if the security seal is missing, the warranty will no longer be valid.

WARRANTY CERTIFICATE

A warranty certificate is an official document issued by a manufacturer or seller to guarantee the quality and performance of a product for a specific period. The certificate outlines the warranty terms, including the duration and process for making a claim if a defect or issue arises during the warranty period. This serves as an assurance that the manufacturer or seller stands behind the product in case of failure or malfunction.

Warranty Claim Notes

To receive warranty service, customers must present the warranty certificate along with proof of purchase.

Customers must contact our customer service team via the available communication channels (email, phone, live chat, or the complaint form on our website) to submit a product claim. - The warranty period is as stated in the store and on the warranty certificate, starting from the delivery date. Customers should verify the certificate to confirm whether their product qualifies for warranty claims. - When replacing a device, customers must keep the warranty card, proof of purchase, and original packaging .

The warranty does not cover accessories included with the device, such as remote controls, headphones, batteries, telescopic antennas, cables, discs, external washing machine hoses, blender jars, etc. It also does not cover deformation of plastic or metal structures caused by impact, falls, or user misuse.

• Failure to follow installation instructions or improper use of the device will void the warranty. - If a product is out of stock, a refund will be issued, provided that the device is still within the warranty period and meets the conditions specified in the attached warranty certificate.