Thank you for shopping at Lanüa . We want you to have a great experience with our products and to have clear information about exchanges, returns, and refunds.

1. Store Identification

Trademark: Lanüa
Company name: Asesorías e Inversiones San Jerónimo Limitada
RUT: 76.178.695-4
Contact email: hola@lanua.cl
Location: Santiago, Metropolitan Region, Chile

2. Right of withdrawal

For purchases made through our online store, the customer may request a refund within the period established by current Chilean legislation, starting from the receipt of the product.

To exercise this right, the product must be unused, in good condition, with its original packaging and with all its accessories, labels or included elements, where applicable.

To request a refund, you must write to hola@lanua.cl indicating:

Full name.
Order number.
Product purchased.
Reason for the request.
Date of receipt of the product.

3. Exchanges and returns

You can request an exchange or refund if the product received has a fault, damage attributable to the shipment, an error in the product sent or any relevant difference with respect to what was purchased.

The request will be evaluated on a case-by-case basis. We may request photographs of the product, packaging, shipping label, or additional background information to review the situation.

4. Conditions for accepting a return

For a return to be accepted, the product must meet the following conditions:

Be unused, unless the return is due to a fault or damage attributable to the product.
Be in its original packaging or in suitable condition for inspection.
Not to have been tampered with, interfered with or used in any way other than according to the instructions for use.
Have proof of purchase or order number.

5. Open or used products

No returns will be accepted for products that have been opened, used, modified, or damaged due to misuse.

The above does not limit the consumer's rights in the case of defective products, failures attributable to the product or situations covered by the current legal guarantee.

6. Legal guarantee

If the product has a fault attributable to its manufacture, condition or shipment, the customer may request a review of the case in accordance with the legal guarantee in force in Chile.

Where appropriate, an exchange, repair or refund may be arranged, depending on the situation and in accordance with applicable regulations.

7. Return shipping costs

If the return is due to an error by Lanüa, a defective product, or damage attributable to shipping, we will coordinate the corresponding solution and evaluate the cost of collection or reshipment.

If the return is requested due to withdrawal or regret of purchase, the return shipping cost will be borne by the customer, unless expressly stated otherwise.

8. Refunds

Once the returned product has been received and reviewed, we will inform you by email whether the request has been approved or rejected.

If the refund is approved, it will be issued via the same payment method used for the purchase, where possible. Refund processing times may vary depending on the bank, card issuer, payment gateway, or other payment method used.

9. Exchanges for another product or format

When possible, the customer may request an exchange for another available Lanüa format. If there is a price difference, it must be paid by the customer or refunded accordingly.

10. Damage during transport

If you receive a product damaged during shipping, you must contact us at hola@lanua.cl within a reasonable time after receipt, attaching photographs of the product, packaging and shipping label.

This will allow us to review the case with the logistics operator and offer a suitable solution.

11. Special formats or products to be quoted

Special formats, wholesale purchases, or products quoted in a personalized way, such as the 20 kg format, may have particular conditions of exchange, return, and shipping, which will be informed before confirming the purchase.

12. Contact

To request an exchange, return, cancellation or refund, write to us at:

hola@lanua.cl