Buyer Protection Policy
Introduction
In the unlikely event that there is a problem with your purchase, the Cleo Buyer Protection Policy (the “Policy”) assures you that, in these cases, you either don't have to pay, or that you get your money back. The purpose of the Policy is to give you peace of mind when buying at one of the merchants affiliated with our payment system. If they don't deliver your purchases to you, or if there are any problems with them, we'll help you resolve these issues. When you pay with Cleo, you can be sure that your personal data will be processed with the highest security standards (for more information, you can read our Privacy Policy).
The Cleo Buyer Protection Policy covers all your purchases made online on Chilean sites using the Cleo platform.
This Policy is strictly framed in law 19,496, which establishes rules on the protection of consumer rights, specifically the rights that the said law confers on you as a consumer against the supplier or seller, such as the right of withdrawal contained in article 3bis, and the rights of legal guarantee, contained in paragraph 5, which must be exercised directly against the supplier within the period contemplated in article 21. If you have questions, contact our customer service, and we'll support you.
- Check if you received the dispatch notification.
- Contact Cleo customer service to request that the date you pay for your purchase be postponed.
- If you still haven't received your purchases on the new payment date on your Cleo statement, please contact our customer service again. We won't ask you to pay your statement while the issue is being resolved. If our investigations conclude that the goods have not been delivered, we will not ask you to pay your statement, unless one of the exceptions listed below applies.
What do I do if I've already paid my statement?
If you've already paid your Cleo statement for goods you haven't received yet, please follow these instructions:
Check if you received the dispatch notification.
Contact the affiliate store where you made the purchase to clarify the lack of delivery. If the problem persists, contact Cleo customer service, we won't ask you to pay your statement until the problem is resolved. If our investigations conclude that the goods have not been delivered, the price paid will be reimbursed to you, unless one of the exceptions listed below occurs.
Exceptions
In order to obtain a suspension of payment or a refund, as appropriate, you must do everything possible to have the goods delivered to you by the seller. If you've already paid for the goods, Cleo can withhold the amount corresponding to the return charge. If the merchant denies the return of the goods, Cleo can withhold the total price paid.
If the goods are defective or do not match what you purchased
If you paid with Cleo, you don't have to pay your statement until you've received your purchases. Once you receive them, you can check that everything is in order before paying your statement. If what you received isn't what you purchased, or is faulty, damaged, incomplete, or doesn't fit the seller's description of the product, follow the instructions below:
- Contact Cleo customer service to request that the date you must pay your Cleo statement be postponed.
- Contact the affiliate store where you made the purchase to resolve the issue.
- If you haven't been able to resolve the issue with the seller by the new payment status date, contact Cleo customer service. Please have all the details of the purchase (the name of the seller, the date of purchase, the order number, the description of the goods, and the date you contacted the seller's customer service) ready on the call. You will only have to pay if we conclude, after our investigation, that your claim is not substantiated as indicated to us by the seller. After that, you'll need to seek the solution directly with the seller.
Keep in mind that this Policy does not apply if the goods delivered to you meet the description of the goods made by the seller and this does not meet your expectations.
What do I do if I've already paid my statement and the goods are defective?
If you already paid your Cleo statement for goods that are defective, please follow these instructions:
- Contact the affiliate store where you made the purchase to resolve the issue.
- If you haven't been able to resolve the issue with the seller, contact Cleo customer service. If our investigation shows that the goods are defective, you will be reimbursed for what you paid, including shipping costs.
Unilateral term of purchase (right of withdrawal)
If the store where you buy using Cleo accepts the unilateral termination of the contract, in accordance with Article 3 Bis of the Consumer Protection Act, you must request it directly from the retailer within 10 days of receiving the product or contracting the service and before providing it. Keep in mind that this right can only be exercised when the property has not been damaged by an event that is attributable to or attributable to the consumer or buyer. The original elements of the packaging must be returned in good condition, such as labels, warranty certificates, user manuals, boxes, protective elements or their respective value, previously informed. In those cases where the price of the good or service has been fully or partially covered by a credit granted to the consumer by the supplier or by a third party after prior agreement between the supplier and the supplier, the withdrawal will resolve said credit. If there are costs involved, these will be borne by the consumer, when the credit has been granted by a third party.
Once this right of withdrawal has been exercised, the supplier will be obliged to return the amounts paid, without withholding expenses, as soon as possible and, in any case, no later than forty-five days after the communication of the withdrawal.
Suspension of payment of the statement of account and refund
If Cleo's payment status is suspended, or the refund is due, it will only be in respect of your purchases that present problems, and not on the entire account statement, when it includes other purchases.
Disputes with the seller
In the case of disputes or differences between the buyer and the merchant, for purchases made using Cleo, it does not imply that the merchant cannot directly demand payment from the buyer through means or channels other than Cleo. In addition, if the dispute is resolved by a different means, such as a trial, and this is decided in favor of the trade, the latter may demand payment of the price, either through Cleo or not.
Contact us
If you have any questions, please review our frequently asked questions or contact us through the following link, we will help you:
