SANPRA HOLDINGS aims to ensure the highest quality and shopping experience for our customers; however, issues related to the offered products may occur. In such cases, customers can file a claim by contacting our customer service at soporte@sanpraholdings.com, by phone at [5555555555], or via the online chat available on our website, where they will receive the necessary assistance to resolve any issue.
Returns Policy
Procedures and conditions for claims and returns
Introduction
2. Deadlines for Claims
Although all products are carefully checked before delivery, exceptional incidents may occur.
General Products
72 hours after delivery
Perishable Products
48 hours after delivery
(eggs, dairy, frozen goods)
Incorrect Products
48 hours after delivery
Appliances
As specified in the product description and invoice
If the delivered product does not match the description provided on the site, you have 48 hours to file a claim, providing evidence (photos or documentation) that shows the item received does not correspond to the item purchased.
3. Requirements for Claims
In all cases, the customer must provide clear documentary evidence (photographs, detailed description) that demonstrates the issue.
Claims will not be accepted for items that have lost their original packaging, have been partially or fully consumed, or show any alterations.
This policy reflects our effort to balance consumer protection with the sustainability of our service, ensuring transparency in every process.
You must provide the order number in all cases.
4. Order Delays
If your order is delayed compared to the agreed delivery date due to failures attributable to our service, you will be entitled to a full refund of the purchase amount without additional compensation.
This benefit applies exclusively when:
- The delay is not caused by incomplete or incorrect data provided by the customer;
- Accurate and complete recipient information has been provided (exact name, detailed address and a valid contact number).
5. Appliance Warranty
If an appliance breaks and a claim proceeds, the unit must be collected and the customer's resolution must be prioritized.
Customer Duties:
- Keep the documentation received.
- Handle the unit according to the manufacturer's instruction manual or the instructions provided at delivery.
- Do not use units designed for personal or domestic use for professional purposes; overuse may cause premature wear or excessive heating.
- Units under warranty must not be inspected, repaired, or adjusted by persons or entities outside the warranty provider.
- Protect the unit from damage caused by accidents, fires, voltage fluctuations, breakages due to mishandling, battery sulfation, liquid spills inside the unit, etc. Any of the above will void the warranty.
- Keep the unit's packaging in good condition.
If a claim proceeds, you must keep, for delivery to the distributor, the warranty certificate and the box or packaging in which the product arrived.
The warranty also covers accessories supplied with the unit such as remote control, headphones, batteries, telescopic antennas, cables, and external washer hoses.
It does NOT cover failure to follow installation instructions or other improper use.
6. Solutions
At SANPRA HOLDINGS, each claim is analyzed individually and independently, considering the nature and severity of the case, in order to provide solutions adapted to each situation. Our commitment is to ensure customer satisfaction through timely and effective responses, prioritizing service quality.
Available resolution mechanisms:
- Product replacement or substitution: Applicable when items present quality defects, are expired, damaged, or do not match what was requested. If possible, it will be replaced with a product of equal or greater value, subject to availability.
- Partial refund: Applies when there is dissatisfaction with the entire delivered order or with a specific product. The amount paid will be refunded starting 72 hours after the claim is accepted, deducting only associated logistical costs (e.g., shipping costs).
- Full refund: Issued when the breach is solely attributable to SANPRA HOLDINGS (e.g., operational errors that affect 100% of the service) for undelivered orders. The full amount paid will be returned within 72 hours after the claim is accepted.
Note: Timeframes and resolution methods may vary depending on the product type and case complexity.