The rules for buying from us and using this site
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These terms explain how the raicesdelapatagonia.cl shop works: what happens when you buy, how your products reach you and what you can do if something is wrong. The Spanish version of these terms is the one that legally applies.
1. Who we are
The raicesdelapatagonia.cl website and shop belong to [TO BE COMPLETED: legal name], RUT [TO BE COMPLETED: RUT], with registered address at [TO BE COMPLETED: address]. In these terms we call ourselves "Raíces de la Patagonia".
You can write to us at hola@raicesdelapatagonia.cl or call +56 9 1234 5678.
2. When these terms apply
These terms govern the use of the site and the purchases you make in the shop. They are complemented by Chilean consumer protection law (Ley 19.496) and other Chilean regulations, which always prevail over this text.
We may update them. Each purchase is governed by the version in force on the day you made it.
3. Your account
- You can buy physical products without an account. Digital products do require one, because that is where your files are kept.
- The details you enter must be true and up to date, especially your email, phone number and delivery address.
- Your password is personal. If you think someone else knows it, change it from your account or ask us for help.
- If you want to close your account, write to us and we will delete it along with your data, except what the law requires us to keep (see the Privacy policy).
4. Products and prices
- Prices are in Chilean pesos and include any applicable taxes. Shipping is shown separately before you pay.
- The price that applies is the one shown when you pay.
- Photos are for reference. Seeds and fresh produce are natural products: their size, colour and appearance may vary from one season to the next.
- Fresh produce is sold according to the season and can only be collected in Puerto Montt.
5. How a purchase works
- You add products to the cart, enter your details and choose how to receive your order.
- When you confirm, we create your order and hold the products for 30 minutes while you pay. If payment is not completed in that time, the order is cancelled and the products become available again.
- Payment is made on Mercado Pago, with the methods it offers (cards, bank transfer or account balance). We never see or store your card details.
- The purchase is confirmed when Mercado Pago approves the payment. Mercado Pago emails you the receipt, and you can follow your order on its page or in your account.
6. Shipping, pickup and digital delivery
- Home delivery: we ship by courier to the regions we cover. The cost depends on your region and is shown before you pay; in some regions shipping is free above a certain amount. We dispatch within [TO BE COMPLETED: dispatch time] of the payment being confirmed, plus the courier's delivery time.
- Pickup in Puerto Montt: free of charge. After your purchase we contact you on WhatsApp to agree a day and time.
- Digital products: available for download in your account as soon as the payment is confirmed.
- If we do not ship to your region, the site tells you before you pay and you can choose pickup instead.
7. Right of withdrawal
For online purchases, Chilean law lets you change your mind within 10 calendar days of receiving the product, without giving a reason (article 3 bis of Ley 19.496). This is how it works in our shop:
- Seeds: you can withdraw if you return them unopened, in their original packaging and in good condition.
- Fresh produce: no right of withdrawal, because it is perishable.
- E-books and digital products: no right of withdrawal, because they are delivered immediately and become available for download in your account as soon as the payment is confirmed.
To withdraw, email hola@raicesdelapatagonia.cl with your order number within the deadline. We will arrange the return of the product with you and refund what you paid through the same payment method, no later than 45 days after your notice.
8. Legal guarantee
If a product arrives faulty, damaged or is not what you bought, you have 6 months from receiving it to choose between an exchange, a repair or a refund, as provided by Ley 19.496.
- Seeds: the guarantee covers damaged packaging, seeds in poor condition or a variety other than the one you bought. How the crop turns out also depends on weather, soil and care, which we do not control.
- Fresh produce: check it when you collect it and let us know as soon as possible, ideally the same day, so we can look into it.
- Digital products: if a file does not open or is incomplete, we will send you a working one or refund your money.
Write to us with your order number and, if you can, a photo of the problem.
9. Courses
The academy courses are bought and watched on Hotmart. This site only presents them and links to their purchase page; the price shown here is for reference and Hotmart's price is the one that applies. Course purchases, payments, access and refunds are governed by Hotmart's terms.
10. Site content
- The texts, photos, videos, courses and e-books on this site belong to Raíces de la Patagonia or are used with permission. You may share links and quote excerpts as long as you credit the source.
- E-books and digital products are for your personal use: you may not resell or publish them or share the files.
- What we publish about growing, animal husbandry and country life is educational information based on our experience. It does not replace professional advice for your specific situation.
11. Comments
- You can comment on blog posts with or without an account. Your name and comment are public; your email is not published.
- We review comments and may decline or remove those that are offensive, promotional, misleading or off topic.
- You are responsible for what you write.
12. Complaints and governing law
If you have a problem with a purchase, please write to us first: we want to fix it. You can also go to the Chilean consumer protection agency (SERNAC) or the competent courts. These terms are governed by the laws of Chile.