Return Policy
Thank you for shopping at Lanüa. We want you to have a good experience with our products and clear information about exchanges, returns and refunds.
1. Store identification
Commercial brand: Lanüa
Legal name: Asesorías e Inversiones San Jerónimo Limitada
Tax ID/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 withdrawal within the period established by current Chilean law, counted from receipt of the product.
To exercise this right, the product must be unused, in good condition, with its original packaging and with all accessories, labels or included elements, when applicable.
To request withdrawal, write to hola@lanua.cl indicating:
- Full name.
- Order number.
- Product purchased.
- Reason for the request.
- Date the product was received.
3. Exchanges and returns
You may request an exchange or return if the product received has a defect, damage attributable to shipping, an error in the product sent or a relevant difference from what was purchased.
Each request will be evaluated case by case. 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 defect or damage attributable to the product.
- Be in its original packaging or in suitable condition for review.
- Not have been handled, modified or used differently from the instructions for use.
- Have proof of purchase or an order number.
5. Opened or used products
Returns due to change of mind will not be accepted for products that have been opened, used, modified or damaged through misuse.
This does not limit consumer rights in the case of defective products, failures attributable to the product or situations covered by the legal warranty in force.
6. Legal warranty
If the product has a failure attributable to its manufacture, condition or shipping, the customer may request a case review according to the legal warranty in force in Chile.
When applicable, an exchange, repair or refund may be processed according to the situation and applicable regulations.
7. Shipping costs for returns
If the return is due to a Lanüa error, defective product or shipping-related damage, we will coordinate the corresponding solution and evaluate pickup or reshipping costs.
If the return is requested due to withdrawal or change of mind, the return shipping cost will be the customer’s responsibility, 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 made through the same payment method used for the purchase whenever possible. Processing times may depend on the bank, card, payment gateway or 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 as applicable.
10. Damage during transport
If you receive a product damaged during shipping, contact us at hola@lanua.cl within a reasonable period 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 an appropriate solution.
11. Special formats or quoted products
Special formats, wholesale purchases or custom-quoted products, such as the 20 kg format, may have specific exchange, return and shipping conditions, which will be informed before the purchase is confirmed.
12. Contact
To request an exchange, return, withdrawal or refund, write to: