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EXCHANGES AND RETURNS

1. PRODUCT CHARACTERISTICS

Arista Joyas products are handcrafted using precious metals and natural stones, so each piece may have slight variations in color, shape, texture, or size compared to the photographs on the website. These differences are inherent to the materials used and the manual manufacturing process and do not constitute manufacturing defects or flaws.

Due to the delicate nature of the jewelry, it is recommended to avoid impacts, drops, rubbing against hard surfaces, exposure to chemicals, and use during activities that may cause damage or premature wear.

Regarding rings, it is the customer's responsibility to select the correct size before making a purchase. Arista Joyas provides measurement guides and recommendations to facilitate this process. Any size adjustments after purchase will be considered an additional service and may incur associated costs.


2. CUSTOM PRODUCTS AND MADE-TO-ORDER PARTS. Right of withdrawal

All custom-made rings, personalized jewelry, pieces modified according to customer specifications, and pre-order products are considered final sales and do not allow exchanges, returns, or withdrawals, in accordance with the provisions of Law No. 19.496 and Law No. 21.398 . Arista Joyas does not adhere to the right of withdrawal for personalized jewelry and products made according to the consumer's specifications .

Payments or deposits made for custom-made pieces are non-refundable. In certain cases, Arista Joyas may offer the amount paid as store credit for future purchases.

Size adjustments made after purchase will incur an additional cost, which will be communicated to the customer at the time of the request and before the adjustment is made.


3. ENGAGEMENT RINGS AND WEDDING BANDS

Engagement rings and wedding bands are specially made for each client, considering personalized requirements for size, design and selection of materials, therefore they do not allow changes or returns.

Understanding the emotional and personal nature of these pieces, Arista Joyas can advise the client on options for refining the metal or reselling the jewelry. The costs associated with these processes, including material loss or losses inherent in refining, will be the client's responsibility.


4. CHANGES

For products in stock that have not been personalized or modified, the customer may request an exchange within 10 calendar days from receipt of the order.

To make the exchange effective, the product must:

  • It must be unused and in perfect condition.
  • Keep the original packaging and included accessories.
  • It must not show any damage, scratches, alterations, or signs of use.

Once Arista Joyas has received and inspected the product, the customer may select another product of equal or greater value. If there is a price difference, the customer must pay it. If the new product is of lesser value, no partial refund will be issued.

Shipping costs associated with exchanges will be the responsibility of the customer.


5. RETURNS

Returns and refunds will only be processed for non-personalized, in-stock products that have manufacturing defects or when the customer validly exercises the applicable right under current legislation.

The customer must report the situation within 10 days of receiving the order, by writing to hola@arista.cl and indicating the purchase number along with photographs of the product.

All returns will be subject to prior review by Arista Joyas, verifying that the jewelry:

  • It is unused.
  • Keep its original packaging.
  • No damage attributable to the customer.
  • This corresponds to a non-personalized product.

If the return is approved, the refund will be made within a maximum of 10 business days using the same payment method used or bank transfer, as appropriate.

Shipping costs are non-refundable.


6. PRODUCTS DAMAGED DURING SHIPPING

If the order shows damage attributable to transport, the customer must contact Arista Joyas within 7 days of receiving the package, sending detailed photographs of the packaging, box and affected product to the email hola@arista.cl .

Once the background information has been reviewed, Arista Joyas will assess the situation and coordinate the appropriate solution.


7. LEGAL GUARANTEE

In accordance with Law No. 19.496 on the Protection of Consumer Rights, in case of failure or manufacturing defect, the customer may choose to:

  • Free product repair.
  • Product exchange.
  • Refund of money.

The legal guarantee may be exercised within 6 months of receiving the product, provided that the fault is not attributable to misuse, natural wear and tear, impacts, incorrect handling or damage caused by third parties.

To request the warranty, the customer must contact us via email indicating:

  • Order number or proof of purchase.
  • Fault description.
  • Photographs or videos of the product.

Arista Joyas may request a preliminary inspection of the product before determining warranty eligibility. If approved, the company will coordinate the corresponding repair, replacement, or refund.