Exchange and Return Policy

At Cake Pop Undertaking Spa we take care of meticulously checking all products before shipping them to ensure that they have no damage or details on their exterior. We are currently limited to selling only sealed products, unless otherwise specified in the item description.

In full compliance with the provisions of Law No. 19,496 on the protection of consumer rights, all purchases of new products made through our website have the right to exercise their legal guarantee, as long as the items present manufacturing defects that prevent the normal use for which it was created within a maximum period of six months from receipt of the purchase. This warranty does not cover any type of accessory such as photocards, polaroids, postcards, posters, etc., that are not essential for the operation of the product.

If you require the exchange, return and/or refund of a product, the period to exercise the right of withdrawal is 10 days from the confirmation of the purchase, and in the case of products for immediate delivery, from the moment the one you received your order. If more than 10 days have passed since the purchase was made or the product arrived in your hands, you will not be offered a refund and/or exchange of any kind.

Remember that non-payment of pending values ​​for items reserved with credit or of shipping and customs amounts within the stipulated period without requesting its extension with one of our administrators, will be considered as abandonment of the product starting 10 days from the date of purchase. end of the initially agreed deadline and you could lose your item.

No refunds or exchanges will be made for second selection or new products that refer to any detail or damage in their description.

Eligibility for refunds and exchanges due to the right of withdrawal

• The product must be sealed and in the same condition in which you received it.
• The item must be in the original packaging.
• To complete your return, we will request a receipt or proof of purchase and/or payment.
• Returns will only be made if you purchased your items at regular or normal price; Products purchased on sale or at a discount will not be refunded.

Considerations

To request to exercise your right to withdrawal or legal guarantee, you must fill out the contact form and/or send us an email to contacto@cakepopundertaking.com explaining the situation within the deadlines indicated above. Our customer service team will contact you within up to 5 business days to request more information or notify you of the approval or rejection of your exchange and/or refund request for purchases with the right of withdrawal, in case of legal guarantee, the evaluation period may be extended up to 25 business days .

If your exchange and/or return request is approved, please note that refunds will not be made before we receive the product back. Once we notify you of the arrival of the item at our warehouse, we will proceed to request the information to make the refund within a maximum period of 72 hours or the product exchange within the next 7 business days .

Requests for changes or refunds due to withdrawal must include attached photos and a video in the email without cuts or edits that allow you to see the sealed and in perfect condition items. On the other hand, if you need to request the legal guarantee, you must attach an unboxing video also without cuts or edits that shows from the moment the product is opened with the original packaging made by Cake Pop intact and that clearly shows the defects of factory that prevent the normal operation of the article. In the case of photocards, a video will also be requested that shows the product against the light with and without zoom, and flash or natural light may be used.

• The use of sharp elements such as scissors, cutters, precision knives, among others, could damage the contents of the package, therefore, we will not be responsible for any damage that appears as a result of a poor maneuver when opening and/or handling the product by part of the buyer.

• The boxes or outbox only fulfill a protective function on the part of the manufacturers, therefore, they are not within the product warranty. The deterioration of these is not considered factory damage and will not be a reason for exchanges or returns.
  

• Music albums and/or merch such as DVDs and blurays are shipped brand new and sealed. In the event of the absence and/or detriment of any of the items inside them that are not essential for their normal functioning (absence of photocards or posters, damage to photocards, deterioration of photobooks, etc.), it will not be They will not make changes or returns.

• The original photocards are sent in sleeves, toploaders and wrapped in bubbles without presenting external details (annexes to the possible details that some have due to the manufacturing process). You can request a video of these through Instagram or email to ensure their condition before making the purchase. Only if they are bent, broken or have outstanding marks that may derive from any of the materials used in the packaging will be considered external damage attributable to our handling.

• The lightsticks are tested before being shipped, this way we can confirm that they are working perfectly and that they have no damage inside at the time of shipping, therefore, although you may notice that the sticker that seals their boxes has been manipulated before receiving your purchase, this will not be a reason for exchange or refunds.

If at the time of delivery of your order by the shipping courier, you notice that the packaging is damaged or in poor condition, you should not receive the package . Instead, a claim must be made directly to the responsible company, which in this case would be Starken and/or Correos de Chile.

Sending the product to our warehouse in case the change is approved

• Please do not return the product to the shipping courier directly. You must send it to the address that we will indicate to you by email.
• The person requesting the exchange and/or refund will be responsible for paying all associated shipping costs.
• Shipping costs are not refundable. If you receive a return, it will not include the value of shipping costs.
• The time it takes for your changed product to reach you may vary depending on the commune to which the delivery was requested.
• Please note that we cannot guarantee that we will receive your returned item because this depends on the logistics of third-party companies.

Late or missing refunds

• If you haven't received a refund yet, first check your bank account again. Then, contact the bank responsible for your account and/or credit card. It may take some time before your refund is officially reported.

• If you have done all this and still have not received your refund, please contact us at the following email: contacto@cakepopundertaking.com.