Refund policy
Returns, Exchanges & Warranty Policy
This policy is governed by Chilean Consumer Protection Law N° 19.496 and the E-commerce Regulation in force since March 2022.
🔄 Right of Withdrawal (10 days)
You have 10 calendar days from the date you receive your product to withdraw from your purchase without needing to justify a reason.
To exercise the right of withdrawal, the product must:
- Not have been used, washed or altered.
- Be in its original packaging, with tags and protective elements.
The cost of return shipping is paid by the customer.
We process the refund to the original payment method within 45 days from the communication of withdrawal, as established by law. In practice, once the product is received and inspected, we process the refund within 10 business days.
🛡️ Legal Warranty (6 months)
If your product has a defect, fault or does not match the description, you have 6 months from receipt to exercise the legal warranty and choose between:
- Exchange for an identical product.
- Free repair.
- Refund of the amount paid.
The cost of warranty shipping is covered by Paul Felmer when the fault is attributable to the product.
The warranty does not cover damage from improper use (washing with hot water above 40°C, ironing the print, using a dryer, bleach, or improper handling).
👕 Exchanges by Size or Design
We accept exchanges by size or for another design of equal or greater value within 15 days of receipt.
- The product must be unused, unwashed and in its original packaging.
- The cost of exchange shipping is paid by the customer.
- If exchanging for a product of greater value, the customer pays the difference.
📩 How to Request a Return, Exchange or Warranty
- Write to info@paulfelmer.cl or via WhatsApp +56 9 4435 1695 with your order number and reason.
- We'll send you shipping instructions.
- Send the product to Avenida Providencia 2566, Providencia, Santiago, Chile, addressed to Paul Felmer, with a note stating: "ORDER #XXXX — WITHDRAWAL / WARRANTY / EXCHANGE".
🚫 Products Excluded from Right of Withdrawal
Under the E-commerce Regulation, the right of withdrawal does not apply to personalized or made-to-measure products, nor to sealed personal use or hygiene products that have been opened. All Paul Felmer products are eligible for withdrawal, unless expressly stated otherwise on the product page.