Exchange, Return and Warranty Policy

At Hyperice Chile, a sales channel operated by Saha SpA (official Hyperice distributor in Chile), we want your shopping experience to be clear, safe and reliable. We therefore set out below our conditions for exchanges, returns and warranty, in accordance with current Chilean consumer legislation and taking into account the nature of the products we sell.

Important: due to the nature of the products sold by Hyperice Chile, the right of withdrawal may only be exercised for products whose original seals remain intact and that have not been opened, used or handled.

1. Legal warranty

All new products sold by Hyperice Chile carry a 6-month legal warranty from the date the product is received, in accordance with the Chilean Consumer Protection Act.

The legal warranty applies when the product has a manufacturing fault, arrives defective, is missing essential parts or accessories, or does not match the characteristics stated at the time of purchase.

If the fault is confirmed, the consumer may exercise the rights established by law: free repair, replacement of the product, or a refund, as applicable.

2. 12-month warranty on all your purchases

All new products you buy from Hyperice Chile have a 12-month warranty from the day you receive them, with the right to request a refund during the first 6 months. The warranty is backed by Hyperice Chile and you handle everything with us.

• First 6 months (statutory warranty): if the product has a manufacturing defect, you choose between free repair, replacement of the product or a refund.

• Months 7 to 12 (Hyperice Chile warranty): if the product has a manufacturing defect, we repair it, replace it or you exchange it for another product from our catalogue. Refunds do not apply during this period.

The warranty covers manufacturing defects when the product has been used correctly and according to the manufacturer's instructions. Hyperice Chile does not have its own service centre: depending on the case, we refer the inspection to the manufacturer or its authorized service.

3. Cases where the warranty does not apply

The warranty will not be valid in the following cases:

• Impacts, drops, breakage or visible damage attributable to use.

• Misuse, improper use, or use other than that recommended by the manufacturer.

• Handling, tampering, repair or opening of the product by unauthorised third parties.

• Use of chargers, cables, accessories or spare parts that are not original or not authorised.

• Damage caused by moisture, water, heat exposure, electrical overload or inadequate storage conditions.

• Normal wear and tear from use.

• Damage to packaging, accessories or components caused by incorrect handling.

• Where the customer cannot evidence the purchase by means of a receipt, invoice or order number issued by Hyperice Chile.

4. Right of withdrawal for online purchases

In accordance with current legislation, purchases made through hyperice.cl may be subject to the right of withdrawal within 10 calendar days following receipt of the product.

However, given the nature of the products sold by Hyperice Chile, many of them are items for personal use, physical recovery, wellbeing and direct body contact, and therefore, once opened, used or handled, they cannot be sold again for reasons of hygiene, health and safety.

To exercise the right of withdrawal, the product must necessarily meet the following conditions:

• Be completely new and unused.

• Retain its original packaging.

• Include all its accessories, manuals and components.

• Have all original security seals, labels and protections intact.

• Show no signs of use, handling, installation or testing.

Withdrawal returns will not be accepted for products that:

• Have been opened.

• Have broken or removed seals.

• Have been used, tested or handled.

• Have had direct contact with the user's skin, clothing or body.

• Cannot be sold again as new products.

This condition applies in particular to pneumatic compression products, massagers, thermotherapy devices, mobility products, body accessories and any other recovery or wellbeing product for personal use sold by Hyperice Chile.

Acceptance of a withdrawal request is subject to physical inspection of the product by Hyperice Chile.

Shipping costs for returning the product under the right of withdrawal are borne by the customer. The refund covers the full amount paid for the product, with no deduction for that shipping or for any other expense.

The right of withdrawal neither affects nor limits the consumer's rights under the legal warranty where a manufacturing fault exists.

5. Exchanges for preference or satisfaction

Hyperice Chile may consider exchanges for preference, model, size or any other reason not associated with a fault, provided the product:

• Has not been used.

• Is in perfect condition.

• Retains its original packaging.

• Includes all its accessories, manuals and components.

• Has no opened seals, where applicable.

• Is requested within a maximum of 10 days from receipt.

Exchanges for preference are subject to stock availability and prior assessment by Hyperice Chile.

Shipping costs associated with exchanges for preference are the customer's responsibility.

6. Procedure to request warranty, exchange or withdrawal

To start a request, the customer must contact us beforehand via WhatsApp at +56 9 4241 3058 or contacto@saha.cl

The customer must provide:

• Full name.

• RUT (Chilean tax identification number).

• Order number, receipt or invoice.

• Product purchased.

• Product serial number.

• Description of the problem or reason for the request.

• Photographs or videos that allow the case to be reviewed.

• Contact details.

Hyperice Chile may request additional information in order to assess the request properly.

7. In-person inspection

To arrange an in-person inspection, the customer must book an appointment with Hyperice Chile in advance via WhatsApp.

Address:
Avenida Los Leones 2609, Office 211, Providencia, Metropolitan Region.

Business hours:
Monday to Friday from 11:00 a.m. to 5:00 p.m.

The product must be handed over with all its accessories, packaging, manuals and the corresponding receipt or invoice.

8. Sending products for inspection

If the customer cannot attend in person, the product must be sent to:

Hyperice Chile (Saha SpA)
Avenida Los Leones 2609, Office 211
Providencia, Metropolitan Region
Santiago, Chile

The product must be sent with all its accessories, packaging, receipt or invoice and a note stating the problem or reason for the request.

Freight-collect shipments are not accepted.

Where the inspection is for a warranty claim, the cost of shipping to Hyperice Chile is the customer's responsibility. If the fault is confirmed as covered by the warranty, Hyperice Chile will cover the return shipping of the repaired, exchanged or replaced product, as applicable.

If the fault is not covered by the warranty, the return shipping costs are the customer's responsibility.

9. Product assessment

Every request is subject to technical inspection or internal assessment.

Receipt of the product by Hyperice Chile does not imply automatic acceptance of the warranty claim, exchange, withdrawal or refund.

Once the product has been reviewed, Hyperice Chile will inform the customer of the outcome of the case and the next steps.

10. Products purchased on promotion, Cyber, clearance or special campaigns

Products purchased during promotions, Cyber events, clearance sales or special campaigns keep the same 12-month warranty described in section 2.

However, exchanges for preference are subject to stock availability and to the specific conditions stated in each campaign.

Discounts, coupons or promotions are not necessarily combinable with one another.

11. Incomplete, damaged or incorrectly shipped orders

If the order arrives incomplete, with an incorrect product or with visible damage to the packaging, the customer must notify Hyperice Chile within the first 5 business days from receipt.

To review the case, photographs of the package received, the shipping label, the packaging and the products included will be requested.

After this period, Hyperice Chile may consider the order to have been received in conformity, except in duly justified cases.

12. Refunds

Where a refund is due, it will be issued through the same payment method used for the purchase, unless the parties agree on another mechanism.

Reversal or credit times depend on the payment method, bank or platform used.

13. B2B products, special projects or corporate purchases

Corporate purchases, B2B implementations, special projects, made-to-order imports, customised equipment or products requested under quotation may be subject to particular conditions for exchange, return, warranty, shipping and after-sales service.

These conditions will be stated in the quotation, purchase order, contract or corresponding commercial agreement.

14. After-sales contact

For warranty claims, exchanges, returns or product inspections, contact us through:

• WhatsApp: +56 9 4241 3058

• Address: Avenida Los Leones 2609, Office 211, Providencia, Metropolitan Region

• Business hours: Monday to Friday from 11:00 a.m. to 5:00 p.m.

Need help before you buy?

At Hyperice Chile we want you to make an informed and confident decision before purchasing.

If you have questions about which product to choose, compatibility, use, benefits or differences between models, we invite you to contact us before buying.

Our sales team is available to advise you and help you find the most suitable solution for your needs.

You can:

• Contact us via WhatsApp at +56 9 4241 3058.

• Request personalised advice.

• Book a visit or product demonstration (subject to availability).

• Resolve technical or commercial questions before making your purchase.