CHANGES AND RETURNS POLICY

We are committed to making your order to your liking. If you need to make a change or return, we are here to help you with that. You can write or call us on our personal shopper channel: +51 962 172 434 or write us an email at hola@socialheater.com

For more details on the requirements, steps to follow, exceptions, deadlines and return methods, we detail them below.

Definitions.

For the purposes of these Terms and Conditions, the following terms shall have the meaning established in this clause:

• a) User: Any natural person who uses or accesses the Hoseg Web Platform to make use of its services, whether or not they have gone through the registration process on the Web Platform.
• b) Data owner: Is the natural person who registers their data in the Hoseg Virtual Store.
• c) Virtual Store: Website managed by 14-Diez S.A.C

1. Product change:

• Deadlines: The deadline to make any changes is 20 calendar days from the date you received your order or from the date of purchase at our physical points of sale.

• Requirements:

• 1. The product must be in perfect condition, without use or signs of wear or damage, with labels and in its original packaging, as received.
• 2. It is mandatory to present proof of payment (ticket or invoice) that certifies the purchase of the product.
• 3. Present identity document (DNI or Passport).
• 4. If the change request is submitted through our personal shopper or by mail, you will be asked to attach photos of the product and proof of payment.

• Cases where product changes are applied:

1. The product must be in perfect condition, without use or signs of wear or damage, with labels and in its original packaging, as received.
2. It is mandatory to present proof of payment (slip or invoice) that certifies the purchase of the product.
3. Present identity document (DNI or Passport).
4. If the change request is submitted through our personal shopper or by mail, you will be asked to attach photos of the product and proof of payment.

• Cases where product changes are applied:

1. Error sending products.
2. Defective products or products with factory defects.
3. Exchange for another size, color or model (subject to stock of the desired size or model)

• It is important to know:

1. If you want to make an exchange for another product of higher value, you will have to pay the difference. If the product is of lesser value, a credit note will be generated for your next purchase.
2. The dispatch of the new product will be made once the initial product has been received in our warehouse and the same times of a regular delivery will apply.
3. If you are in Lima, you can make the change at the point of sale you purchased or coordinate it by sending it through the courier of your choice to our Barranco Showroom (Jr. Soldier Cabada 125). Shipping costs are borne by the customer.
4. If you are in the provinces, you must manage the shipment to our Barranco Showroom (Jr.Soldado Cabada 125), with prior coordination with our customer service team. The shipment of the new product will be managed with a surcharge of s/. 15.
5. Only in the case the change is due to a shipping error, the Hoseg brand will bear the delivery costs.

• What are the steps to make a product change?

1. Check if you meet the requirements and contact our personal shopper at +51 962 172 434 or by writing to hola@socialheater.com or go to the point of sale where you made the purchase.
2. It is mandatory to present proof of payment (slip or invoice) that certifies the purchase of the product, the product in good condition and with its labels.
3. It is mandatory to identify yourself with your ID or passport.
4. Detail the reason for the exchange and tell us which other product you wish to exchange it for.
5. Once the change is approved, a credit note will be generated for the value of the product and the change will be managed for the new size based on the available stock. The original shipping fee is non-refundable and will not be considered in the credit note. No money refunds are made.

• General conditions:

1. The size change does not apply to international purchases.
2. Merchandise purchased on clearance or in the outlet section is not subject to exchange or return in any of our stores.
3. Due to hygiene and pandemic issues