EFFECTIVE SINCE APRIL THE 1 ST OF 2019
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Deadlines to generate exchanges and refunds from the purchase date.
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Exchange of products
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Particular conditions to request the refund of the price paid for the product, by Category.
1. Deadlines to generate exchanges and refunds from the purchase date.
1.1 In Navinten S.A Duty Free Shop Stores (onwards, the ‘Stores’):
To make exchanges of products acquired in stores, you must be in quality of International Passenger. In that case, you might approach to the cashier at any of our stores, showing the product in its original packaging and the purchase receipt. Please, take into account, that the product must be the size permitted by Customs norms applied to enter the primary Customs area. (Eg: Packaging’s up to or less than 100ml of capacity). For these cases, you will always have to inform to Customer Service with 3 (three) working days in advance, before the departing flight to the following means of communication:
E-MAIL: servicioalcliente@dufry.com
Phone calls from Uruguay: 0800-3889
Take into account that the response time of our Customer Service’s channel is 3 (three) working days, by e-mail, to inform of the exchanges procedures (location, date and documents required). For more information read next ítem 3.
1.2 Outside the stores:
If case of not being in quality of International passenger, the exchange may not be carried out but you can request the refund of the price paid for the product purchased. Up next it will be detailed the maximum days allowed for the Customer to request the refund of the price paid, according to the type of product.
The refund of the price paid for the product purchased is accepted during the 60 (sixty) following days of the purchase. It is necessary for the refund of the price paid, that the product is without use, in perfect conditions, with labels, accessories and original packaging’s (including user manuals, user guides, guarantee certificates, etc.). In all cases you must keep the ticket purchase.
3. Particular conditions to request the refund of the price paid for the product, by Category.
Technology: Electronic devices and mobile phones shouldn’t be blocked with access code.
Perfumes and Cosmetics: They should be sealed, with labels, protector film, packaging graphs, seals, or others in perfect condition.
Watches: They must be with labels in their original packaging and in perfect condition. Therefore, the same products will be delivered to the Official Technical Service to guarantee its originality and to verify that the same haven’t been damaged.
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Technical Failure
To exchange or request the refund of the price paid, because of technical failure not attributable to the improper use of the product, it is necessary to have the record of the Official Technical Service and fulfil with the previous indications (that can be applied to exchanges or refunds for technical failure) and that the product in not included in the categories indicated at item 3.2.
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Restrictions / Cleanliness / Health Issues
It won’t be accepted exchanges or request of the price paid at personal care products, underwear, lingerie, bathing suits, earrings, headphones, books or catalogues, food, beverages, products that might be refilled, from exhibition or bought in another country, articles with expiration date, personalized products, or altered products /adjusts after the purchase.
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How do I change a product?
For the product exchange, you should get in contact with our Customer Service Operator, to make the request. They will indicate the exchange procedure steps.
Please, take into account the following:
The exchange of product can only be carried out if the product has not been used and only if the holder of the purchase is in quality of International Passenger, previously informing the Customer Service area, who will indicate if the item you want to exchange is available in stores and free of taxes. If the passenger purchased the product in Duty free Uruguay stores in Aeropuerto de Carrasco, they will have to make the exchange at NAVINTEN S.A´stores previously informing the Customer Service area, who will indicate if the item you want to exchange is available in stores.
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Can I change the product for a higher-value one?
If the holder of the purchase is not in quality of Passenger, according to Customs policy, you may not be able to exchange a product.
If the purchase holder is in quality of International Passenger, it may be able to exchange the product for what he/she might like to, in stores. As long as they inform Customer Service 3 (three) working days before their journey, request the exchange and paid the respective difference of price in stores.
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How do I return a product?
For the product refund, understanding for refund to the product delivered in exchange for the amount paid. If the product was paid in pesos, it will be refund the amount paid in pesos; and if the product was paid in American dollars, the amount of the refund will be in American dollars.
The refund can only be perfomed if the indicated at item 3 are done. To refund another product, please contact our Customer Service operator to make the request.
Please, take into account the following:
If you are in International Passenger quality you must request the refund at the store were the product was purchased, previously getting in contact with Customer Service who will explain you the procedures steps.
In case you are not travelling and request the refund, you should contact our Customer Service’s channel where they will indicate you the procedures steps to make the refund.
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Can I go to the airport and refund a product?
The products exchanges are not directly made at stores, because they are at restricted areas.
To exchange a product, please contact our Customer Service operators to make the request.
3.7 Purchases that you left at the Duty Free Locker service:
To avoid any inconvenience, it is very important that during the merchandise reception left at the Duty Free Locker service, you should check the good condition of the products before signing the delivery receipt and accordance. This will not only avoid future inconvenience but also it will help you to use it as a guarantee. Full name, signature and ID/Passport at the delivery will be displayed in accordance at the reception and status of products.
Claims for damage and/or missing products will not be accepted, once you sign the accordance receipt.
Take into account that once you receive the products and sign the accordance reception, NAVINTEN S.A won’t be responsible for the same subjects.
The maximum deposit term is up to 90 (ninety) days from the arrival date reported by the passenger at the moment of leaving the products on guard/ deposit. NAVINTEN S.A will keep the products until that day. Met this deadline, products that haven’t been withdrawn, will be destroyed with Customs intervention.
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Certificate of accordance with exchange or return:
The Customer, when making the exchange acquired in stores, accepts in accordance the exchange or refund, declaring by performing it, not to have any further to claim, desisting from any kind of action, judicial or extrajudicial, and/or administrative against NAVINTEN S.A, leaving unscathed this last by any expenditure and/ or anything that can be claimed on the basis of have been initiated claim before any instance.
Furthermore, when performing the exchange or receiving the exchange or refund, in accordance with this policy, the Customer must sign a note, expressing its agreement, and indemnity.