Clear conditions
You should know the applicable conditions before buying.
Exchanges and returns
Not every case is the same.Find the right route.
Did you change your mind, did the product develop a fault, did you receive something different, or do you need to review a payment? Identify your situation and we will explain what comes next.
Commercial exchange, withdrawal, warranty and payment reversal are different routes. Here you can identify which one to review.
Right route
Exchange, withdrawal, warranty and reversal do not mean the same thing.
Documented process
Each request is identified with the available purchase and product information.
Human support
If you are unsure which route to choose, FASE NUEVE will guide you.
Identify your case
What do you need to do?
Not every request follows the same conditions. Start with the situation that best describes what happened.
I want to exchange a product
You want to know whether a commercial exchange option is available for your purchase.
Review exchange→Acceptance depends on the commercial policy that applies to the purchase.I changed my mind after buying online
Review when the right of withdrawal may apply to a distance purchase.
Review withdrawal→The law includes conditions and exceptions that must be reviewed for each case.The product has a fault
If there is a quality or operating issue, you probably need Warranty rather than an ordinary return.
Go to warranty→The Warranty page explains the diagnosis process and product-specific coverage.I have an issue with an electronically paid purchase
A specific route exists for certain ecommerce situations.
Review payment reversal→This is not an automatic refund: you must submit the complaint and follow the applicable procedure.Route selector
Not sure? We will help you choose.
Answer three questions. The result is initial guidance, not an automatic legal classification.
F9 / GUIDANCE
This appears to be the route you should review.
Process
From request to resolution.
The goal is for every stage to have a clear purpose and for you to know the next step.
- 01
Identify the route
Exchange, withdrawal, warranty or payment reversal.
- 02
Send the request
Share the required information through the appropriate channel.
- 03
We verify
We review the purchase, product and reported situation.
- 04
We coordinate the next step
Physical return, diagnosis, additional information or another action when applicable.
- 05
Resolution
You receive the response and the final status of the process.
Right of withdrawal
If it applies to your purchase, you should know how to exercise it.
Withdrawal may apply to certain distance purchases. These general rules do not replace reviewing the specific case.
Time limit
When it applies, the general maximum period to exercise withdrawal is five business days from delivery of the goods.
Returning the product
The product must be returned through the same means and in the same condition in which it was received.
Refund
In ecommerce, the refund may not exceed fifteen calendar days from exercising the right and fulfilling the applicable information and return obligations.
Transport for withdrawal
Review the official rule↗Under the general rule, transport costs and other costs related to returning the goods are paid by the consumer.
Request logistics
Who pays for transport?
The answer depends on the route. We do not mix the rules for withdrawal, warranty and commercial exchanges.
Withdrawal
Transport costs and other costs related to the return are paid by the consumer under the general withdrawal rule.
Warranty
The route and conditions depend on the coverage applicable to the product and case.
View warranty conditions →Commercial exchange
The commercial policy disclosed for the purchase will apply. Contact us before sending the product.
Other cases
Transport is coordinated according to the situation and applicable procedure.
Electronic payments
Payment reversal is not the same as a return.
This mechanism may apply to certain ecommerce purchases paid by card or another electronic payment instrument.
5 business days
The law establishes a period to submit the complaint to the merchant and notify the issuer of the payment instrument, counted from the relevant event.
When the consumer was the victim of a fraudulent transaction.
When the payment was not authorized by the consumer.
When the purchased product was not delivered.
When the delivered item does not match what was ordered.
When the delivered product has a defective condition.
It is not an automatic button.
The request must follow the applicable procedure. This page does not connect to a bank or reverse money by itself.
Prepare your request
What information do I need?
Share only the necessary information. If you already have an order number, include it so we can identify the purchase more quickly.
Product
Brand, model or reference.
Order
Order number if available.
Reason
What you want to request and why.
Product condition
Physical condition, accessories and packaging when relevant.
Evidence
Photos or video when they help explain the case.
Contact details
A channel for communicating progress.
Condition, packaging and accessories
The assessment depends on the type of request and the applicable conditions. Opening a box does not create one single rule for withdrawal, warranty, commercial exchange and reversal.
Refund
When a refund applies.
The method, status and timing must be explained according to the applicable route. Not every situation follows the same rule.
Where is the money returned?
The process should identify the payment instrument or method used, or the agreed method when applicable.
What stage is it in?
The customer should know whether the request was received, is under review or has been resolved.
When is it processed?
For ecommerce withdrawal, the current rule is up to fifteen calendar days after the applicable legal conditions are fulfilled.
Four concepts
Warranty, exchange, withdrawal and reversal.
The main difference is the reason, conditions and procedure that apply.
There is a product fault or problem
Quality, operation, coverage and diagnosis are reviewed.
Go to Warranty →You want to exchange a purchase
This depends on the announced commercial policy and its conditions.
Ask about an exchange →You changed your mind on a distance purchase
It may apply within the legal period and under the corresponding conditions.
Review withdrawal →There is a ground linked to an electronic payment
It has specific grounds and a procedure involving the merchant and the payment issuer.
Review reversal →Changing your mind or having a problem should not force you to decipher fine print.
FASE NUEVE wants you to understand the route before starting the process.Quick information
Questions about exchanges and returns.
A commercial exchange depends on the policy announced by the store. Withdrawal is a right that may apply to certain distance purchases under the legal conditions.
F9 Support
If you still do not know which route applies, ask us.
Tell us what happened and we will help you identify the right path.
