At TotalSpa, we strive to ensure your satisfaction and protect your rights as a customer. However, to maintain clear and efficient processes, we apply the following cancellation policies:
Cancellation Conditions:
Orders can only be canceled if the product has not been shipped.
To cancel, call (56) 3436 9379 and speak with a representative, stating your request and a brief explanation of the reason.
Special orders and spare parts are not cancellable.
Cancellation Fee: A charge of 45% of the total order value will apply. If shipping costs have been incurred, they will be covered by the customer.
Refunds: If approved, refunds may take up to 45 business days.
Products Damaged During Shipping If a product arrives damaged during shipping, follow these steps to ensure a prompt resolution:
Refuse Delivery:
Document Damages: Request written proof of damage from the carrier and reject the package.
Report Immediately: Contact us as soon as possible with the documentation received to arrange a replacement or suitable solution.
Preventive Inspection:
Check the Product Upon Receipt: Remove the packaging to inspect for possible hidden damage.
Note Observations: If you cannot open the box, write on the bill of lading: “Subject to inspection for damage”.
Damage After Delivery:
Notify Within 24 Hours: If you find damage after receiving the product, inform the carrier immediately and provide written notice.
Retain Packaging: Keep the product and its original packaging in good condition for inspection.
Important: Once delivery is signed without observations, TotalSpa and the supplier will not be responsible for unreported damages. Your signature confirms that the order was received in good condition, unless otherwise noted.
