Shipping Policy

This Shipping Policy forms an integral part of the Terms and Conditions governing the sale of products in Chile. By placing an order, the customer acknowledges and accepts the provisions set forth below.

1. Calculation of Shipping Fees

All shipping fees are automatically calculated and displayed on the cart page or during the checkout process, based on the delivery address, dimensions, weight, and total volume of the products included in the order.

The customer is responsible for reviewing and confirming the shipping fees before completing the purchase. By finalizing the order, the customer accepts the corresponding shipping costs.

2. Non-Refundable Nature of Shipping Fees

In accordance with Chilean consumer protection regulations, particularly Ley Nº 19.496 sobre Protección de los Derechos de los Consumidores, shipping fees constitute a service effectively rendered once the product has been dispatched.

Therefore, all shipping fees are strictly non-refundable, including but not limited to the following situations:

• Returns or exchanges initiated by the customer

• Returns under the right of withdrawal (“derecho a retracto”) where applicable

• Order cancellations after the product has been dispatched

• Situations in which the customer refuses or fails to receive the product

Shipping fees will not be reimbursed even if the customer chooses to return the product for reasons unrelated to defects or warranty claims.

3. Exception: Validated Warranty Claims

The only exception to the non-refundability of shipping fees applies in cases where a warranty claim is fully validated under Articles 19 and 20 of Ley Nº 19.496, or any applicable regulations.

If a product presents a manufacturing defect and the customer exercises the legal triple option (repair, replacement, or refund), and such claim is confirmed by Modra or the authorized technical service, then:

• Shipping costs for the return of the defective product, and

• Shipping costs for the dispatch of the repaired or replacement product

will be covered by Modra or reimbursed to the customer, as applicable.

No other circumstances entitle the customer to reimbursement of shipping fees.

4. Delivery Times and Responsibilities

Estimated delivery times displayed at checkout are indicative and may vary due to logistics conditions, carrier availability, or regional restrictions. Modra will comply with delivery timeframes in accordance with Article 12A of Ley Nº 19.496, ensuring that any delays beyond the committed timeframe allow the customer to choose between:

• Cancellation of the purchase with a full refund of the product value (shipping fees excluded), or

• Acceptance of a revised delivery date.

5. Customer Obligations Upon Delivery

The customer must ensure that the delivery location is accessible and that someone is present to receive the order during the agreed delivery window. Failed delivery attempts due to customer unavailability or incorrect address information may incur additional redelivery charges, which are the customer's responsibility.