Refund policy

Returns, Exchanges & Guarantees

We want you to love every piece you bring home. If something isn’t right, we’re here to make it right — gently and quickly.

Last updated: 01/01/2026

⚠️ Important: Due to Chile’s geography and the high cost of long-distance logistics, physical returns and exchanges are only available for orders delivered within the Santiago Metropolitan Region. Customers outside Santiago may be eligible for store credit or refund alternatives — please contact us to discuss your options.

In accordance with Law No. 19.496 (Chilean Consumer Protection Law), customers have the right to withdraw from online purchases within 10 calendar days from receipt, provided the product has not been used and is in its original condition.

• Product must be unused, complete, in original packaging with all accessories
• Once received and verified at our Santiago warehouse, refunds processed within 30 calendar days
• Return shipping costs are the customer’s responsibility for change-of-mind returns

We accept returns within 14 calendar days of delivery, provided the product has not been used, washed, or damaged, and original packaging is intact.

Geographic restriction: Physical returns are only accepted from within the Santiago Metropolitan Region. Customers outside Santiago may request:

• A store credit note valid for future purchases, or
• A partial refund assessed case by case — please contact us

We offer exchanges for products of the same or higher value (paying the difference), subject to stock availability.

Geographic restriction: Physical exchanges are only available within the Santiago Metropolitan Region. Customers in other regions may request a store credit note or refund alternative. If out of stock, we offer store credit or refund via original payment method.

Under Chilean law, all products carry a Legal Guarantee for the first 6 months from receipt. Customers may request repair, replacement, or a full refund for manufacturing defects.

• Simsashop.com covers all shipping costs for defective product claims — nationwide, all regions
• Send photos or videos of the defect to begin the evaluation process

• Used or washed textile products (rugs, cushions, throws, etc.)
• Products on clearance or special promotions
• Custom-made or made-to-order products
• Orders delivered outside the Santiago Metropolitan Region (except defective items)

1. Contact our support team by email or WhatsApp
2. Provide your order number, delivery region, and reason for return
3. Receive return instructions and shipping guide (Santiago only)
4. Send the product to our warehouse in Santiago
5. Once received and inspected, we process the exchange, store credit, or refund

• Refunds processed to the same payment method used at purchase
• Approved refunds processed within 15 business days
• Final credit timing depends on the customer’s financial institution

Need Help?

Our team is here to guide you through every step.