refund policy


Users of enjoy the possibility of exercising their right to withdraw their purchase; that is, they can autonomously and freely request that the purchase be reversed, returning things to their initial state; that is, by the user reintegrating the purchased merchandise in perfect condition, without having used it and suitable for a new sale and by CHIMENEAS EL CHALET SAS making the return of what was paid for the product.


Opportunity: Within five (5) days following the delivery of the product.

State of the merchandise: The user must return the product to CHIMENEAS EL CHALET SAS, in the same conditions in which it was received, without having used or assembled the item, in its original box or packaging, in perfect condition, with its complete parts, catalogs and manuals; suitable for a new sale

Transportation costs: They must be assumed by the user and the others that the return of the good entails.

Products excluded: The right of withdrawal will not apply to products on request or those that were elaborated, manufactured, assembled, cut or prepared according to the user's specifications or that are clearly personalized.

CHIMENEAS EL CHALET SAS will refund the money to the user, within thirty (30) calendar days following receipt of the returned merchandise.

The merchandise may be returned through these means at the user's choice:

Delivering personally to the offices of CHIMENEAS EL CHALET, in the city of Bogotá: CARRERA 57 # 75A - 63

Calling the line: (571) 311 8782 where the collection will be coordinated at your home through a merchandise transport company. We remind you that whoever exercises the right of withdrawal must pay the value of this service


The product must be in conditions suitable for sale (unused, unassembled, in the original packaging, catalogs, manuals and all its parts).

You must present the payment strip (invoice) of purchase, if you do not have it, you can request proof and / or purchase certificate.

The maximum term to request the change of products will be 30 calendar days from the date of purchase. You can make the return at our offices in the city of Bogotá CARRERA 57 # 75A - 63

For products purchased by phone or internet, which have not been received, contact the service line at (571) 311 8782

Changes or returns of products designed, cut or made to measure, under particular specifications, will not be accepted.

The return will be made through a return note equivalent to the actual value paid for the product.

Purchases made on the website at and telephone sales are subject to the Right of withdrawal.


Present the invoice in case you do not have it, you can request the proof and/or purchase certificate.

The guarantee of any product will be subject to a technical diagnosis.

To process the warranty of an installed product, a technical verification visit will be scheduled.

All requests will be dealt with within a maximum of fifteen (15) business days following receipt, therefore, keep in mind that the product will be sent to the supplier for technical diagnosis and repair (if applicable).

If the product warranty is appropriate, the repair of the defects of the good will be carried out totally free of charge and the required spare parts will be supplied in a timely manner. If the product cannot be repaired, the price paid will be refunded.

If the product is in a different place than where it was purchased, the customer must bear the transportation costs to make the guarantee effective.

If the fault is repeated at the consumer's choice, a new repair will be made, the price paid will be refunded or the product will be exchanged for another of the same kind, with similar characteristics or technical specifications.

The guarantee will not apply if the diagnosis issued is:

There was force majeure or fortuitous event

The act of a third

Improper use of the good by the consumer

That the consumer did not comply with the installation, use or maintenance instructions indicated in the product manual and in the guarantee

Once the term of the legal guarantee expires, the client must assume the payment of any revision, diagnosis, repair and/or replacement that the good requires.

Fireplaces With Exclusive Designs Bogotá

Business hours - Monday to Saturday - 9:00 am–5:30 pm