- Sanpra Holdings

Introduction

The objective of SANPRA HOLDINGS is to guarantee the best quality and shopping experience for our customers; however, incidents related to the offered products may arise. In this case, the customer can make their claim by contacting our customer service through the email soporte@sanpraholdings.com, the phone number [5555555555], or the online chat available on our website, where they will receive the necessary assistance to resolve any inconvenience.

2. Claim Deadlines

Although all products are thoroughly verified 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

According to specification in description and invoice

In cases where the delivered product does not match the description provided by the website, there is a period of 48 hours to claim it. Similarly, evidence must be shown that the purchased product does not correspond to what was delivered.

3. Claim Requirements

In all cases, the customer must present 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 totally consumed, or show alterations of any kind.

This policy reflects our effort to balance consumer protection with the sustainability of the service, ensuring transparency in every process.

You must provide the order number in all cases.

4. Order Delays

In case your order suffers a delay regarding the agreed delivery date, caused by 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 a consequence of incomplete or erroneous data provided by the customer;
Truthful and complete information of the recipient has been registered (exact name, detailed address, and valid contact number).

5. Appliance Warranty

If the appliance breaks and the claim proceeds, the equipment must be collected and the customer's solution prioritized.

Customer duties:

Keep the received documentation.
Handle the equipment according to the manufacturer's Instruction Manual, or the instructions received at the time of receipt.
Do not give professional use to equipment designed for personal or domestic use; its overexploitation causes premature wear or excessive heating.
The equipment under warranty cannot be reviewed, repaired, or adjusted by persons or entities other than the entity granting the warranty.
Protect the equipment from damage caused by accidents, fires, any type of voltage fluctuation, breakage of delicate parts due to mishandling, damage from battery sulfation, spilling of any liquid inside the equipment, etc. Any of the above will void the warranty.
You must keep the equipment's box in good condition.

In case the claim proceeds, you must keep, for delivery to the distributor, in addition to the warranty certificate, the box or packaging in which the product comes.

The warranty also covers the accessories that come with the equipment such as: remote control, headphones, batteries, telescopic antennas, cables, external washing machine hoses.

It does NOT cover non-compliance with the equipment installation norms or others.

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 tailored to each situation. Our commitment is to guarantee customer satisfaction through agile and effective responses, prioritizing service quality.

Available resolution mechanisms:

Product substitution or replenishment: Applicable when items present quality defects, are expired, damaged, or do not correspond to what was requested. If possible, it will be replaced by a product of equal or greater value, subject to availability.
Partial refund: Proceeds when there is dissatisfaction with the entire delivered order or with a specific product. The amount paid is refunded after 72 hours, deducting only the associated logistical costs (example: shipping costs).
Full refund: It is carried out when the breach is attributable exclusively to SANPRA HOLDINGS (example: operational errors affecting 100% of the service) for undelivered orders. The total amount paid is refunded 72 hours after the claim has been accepted.

Note: Resolution deadlines and methods may vary depending on the type of product and the complexity of the case.

SANPRA HOLDINGS S.A.

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