Returns & Exchanges

You should know that we comply with Chilean consumer laws regarding changes and returns that you may require. There are a series of rights, but also obligations that we both must respect.

There are two cases that are the main ones:

1.- Products with factory defects

If your jewelry has any type of factory defect, for example: metal breakage, damage to clasps or clasps, stains other than the typical ones, etc., within the first 180 calendar days from the purchase of these, the law authorizes you to to request the exchange or return (if you purchased it in our stores, the deadline is from the date of purchase, and if it was through our website, the deadline is from when you receive your products).

HOW CAN YOU RETURN THEM?

To return them, you must send them to our central warehouse located in Santiago, using the PAYABLE shipping service of a courier company such as Correos de Chile, Chilexpress or Starken (we will tell you which one). To do this, you must send us an email to contacto@morenaa.com attaching your purchase number, a photo of the receipt and the reasons for the exchange or return. You will receive an email with the steps to follow.

WHAT SOLUTIONS CAN WE OFFER YOU?

Once we have the jewelry in our possession and we are sure of the type of fault they have, you can exchange them for others of equal or different value (paying the difference that may exist), or ask us for a full refund of the money, including the costs of office that you had to pay.

We remind you that the law authorizes us as a company not to make any product exchange or money refund, without first verifying the defects it has, so it is necessary that you send us the products first, and then proceed with the option that suits you best. In case the jewelry shows any signs of misuse, traces of dirt due to poor care, signs of having been in prolonged contact with water, have traces of having been “cleaned” with some abrasive agent, loss of the original natural color, manipulation of the links or parts of the Jewelry, transformation of any type, etc., you will not be able to make use of your legal guarantee, since it is assumed that you did not take the necessary care with your Jewelry.

At this point we strongly recommend that you read the information on “caring for your jewelry” that is on each of the product pages, as well as in the Blog notes or on the information pages located at the end of the website.

Likewise, you should know that the law also authorizes us not to make any exchange or refund of money, without having the original sales receipt , be it a photo or the physical paper that you can attach to the package that you must send back.

For more information we recommend you read our Terms and conditions .

2.- I didn't like the products or they were not what I expected

In cases where you did not like the jewelry or it does not meet your expectations, the law empowers you with the right of withdrawal, which means that you can request an exchange or return without having any problem associated with the jewelry, but simply because you already you do not want it. For this, you have a period of 10 consecutive days from when you purchased them (in case you bought them in our stores, the period is from the date of purchase, and if it was through our website, the period is from the time you receive them ).

You should know that, to exercise this right, your jewelry must be UNWORN. Any sign that indicates the jewelry was used will prevent you from exercising your right of withdrawal.

HOW CAN YOU RETURN THEM?

To return them, you must send them to our central warehouse located in Santiago, using the PAYABLE shipping service of a courier company such as Correos de Chile, Chilexpress or Starken (we will tell you which one). To do this, you must send us an email to contacto@morenaa.com attaching your purchase number, a photo of the receipt and the reasons for the exchange or return. You will receive an email with the steps to follow.

WHAT SOLUTIONS CAN WE OFFER YOU?

Once we have the jewelry in our possession and we make sure that they are in perfect condition, UNUSED and with their original packaging, you can exchange them for others of equal or different value (paying the difference that may exist), or ask us for a full refund of the money, including the shipping costs you had to pay.

We remind you that the law authorizes us as a company not to make any exchange or refund of money, without verifying that the products are in perfect condition and that they comply with what was stated above, therefore, it is necessary that you send us the products first. , and then proceed with the option that best suits you.

Likewise, you should know that the law also authorizes us not to make any exchange or refund of money, without having the original sales receipt , be it a photo or the physical paper that you can attach to the package that you must send back.

For more information, we recommend that you read our Terms and Conditions or directly send us your questions to contacto@morenaa.com