🔃 Exchanges and Returns


The deadlines to generate an exchange or return begin to run from the day of purchase. The maximum period is ten (10) calendar days.

How do I cancel a purchase?

Please contact us as soon as possible if you need to modify or cancel your order. Please be sure to provide your order number and the modification you would like to make and we will confirm once the modification has been made.

If you cancel a purchase that has already been shipped, you must pay the shipping cost.

Order receipt

Orders will be delivered at the door, to the selected address and according to the estimated times. Under no circumstances may they be delivered by entering the home. The order will only be delivered to the order holder or the card holder, with their respective ID. You can assign a person responsible to receive it on your own, with prior authorization, with a copy of the ID of the purchase or card holder and the ID of the person receiving it.

It is essential at the time of receipt of the order to confirm the quantity and status of the order before signing the delivery agreement. No claims will be accepted once the remittance has been signed with compliance .

To avoid inconveniences, it is very important that upon receipt of the purchase you check the good condition of the products before signing the delivery note. This will avoid future inconveniences and will also help you make use of the product warranty. Your name, signature and ID at the time of delivery will be a sign of agreement upon receipt.


The installed/placed coverings and floors that present defects will be sent to the place where it is installed by a technician from the supplier who will carry out the corresponding check in order to issue a report and verify the status of the product.

The product must have been used correctly. Returns/exchanges will not be accepted if misuse is found.


How do I return an item?

If you are not satisfied with your purchase and wish to return an item, please contact us on the same day you receive your order. Please indicate your request as well as the reason for your return. Our customer service team will review the return request and send further instructions if the return is approved. Exchanges or returns are not accepted once the merchandise is received and the shipment or delivery agreement is signed.

Only items purchased directly from Valle Austral will be accepted. For products purchased from authorized retailers, please contact them directly for returns.

Returned items must be in their original packaging, including any accessories, manuals and documentation.

Returned items must be unused, in the same condition we sent them to you, and in their original packaging. If the condition of the product sent to us is not in acceptable condition, we reserve the right not to make refunds or exchanges.

What if the items I have received are defective/incorrect/damaged?

Please contact our customer service team at our contact page to start the return process. Please include the following information:

  • Order number
  • Proof of purchase
  • Video or photo of the defective product (if applicable)
  • Full delivery address
  • Telephone contact

In some cases, you may be asked to include a video or photo of the defective product for proof in order to refund or replace the product.

How long does the return process take?

Processing returns may take up to 14 business days from the day you receive your return. We will send you an email to confirm once your return has been cleared.
has been processed.

For returned items, a full refund will be credited for defective products. For non-defective items, the refund excludes all shipping costs.

When will I receive my refund?

All refunds will be credited to your original payment method. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 14 business days of receipt of the returned item or cancellation of the request. Please contact your card-issuing bank if you have questions about when the credit will post to your account.

If you haven't received a credit for your return yet, here's what you should do:

Contact your bank or credit card company. It may take some time before the refund is posted to your account.