Refund policy

RETURN AND REFUND POLICY

Last updated: September 21, 2026

At ACUALUX, we strive to offer quality products and a safe, transparent and satisfying shopping experience.

This Return and Refund Policy sets out the conditions that apply to purchases made through our online store.

1. Return requests

If you are not satisfied with your purchase, you may request a return of the product within the period established by applicable law, provided the conditions set out in this policy are met.

To request a return, please contact our customer service and provide:

  • Your full name;
  • Order number;
  • Product purchased;
  • Reason for the request;
  • Photos or videos of the product, when needed for our review.

2. Return conditions

For a return to be accepted, the product must, where applicable:

  • Be in suitable condition for return;
  • Show no signs of improper use;
  • Include all original accessories and components;
  • Be properly protected for shipping.

Products damaged by improper use, accidents or alterations made by the customer may not be eligible for return or refund.

3. Defective, damaged or incorrect products

If you receive a product that is defective, damaged in transit or different from the one ordered, please contact us as soon as possible after delivery.

We may ask for photos or videos of the product and packaging in order to review the issue.

After our review, ACUALUX may, as appropriate:

  • Replace the product;
  • Refund the amount paid; or
  • Offer another suitable solution.

4. Product origin and shipping

ACUALUX is a company registered in Chile. However, some products sold in our store are stored, prepared and shipped from Brazil.

For this reason, depending on the product and destination, an order may go through different logistics stages and be subject to transit and processing times.

5. Return costs

When a return is due to a defective product, damage in transit or an incorrect shipment, our team will review the case and provide the necessary instructions for the return process.

When a return is requested for other reasons, the return shipping costs may be the customer's responsibility, subject to the conditions of purchase and applicable law.

6. Refunds

Once a return is approved, the refund will be processed, whenever possible, to the same payment method used for the purchase.

The time it takes for the amount to become available to you may vary depending on the bank, card issuer or institution processing the payment.

ACUALUX does not control the internal processing times of financial institutions.

7. How to request a return or refund

To start a return or refund request, please contact our customer service:

WhatsApp: +55 21 99416-8259

When contacting us, please include your order number and the details we need to locate your purchase and review your request.

8. Company information

Trade name: ACUALUX
Legal name: Comercialización y Diseño Maximiliano Ortuzar Carrasco E.I.R.L.
Country: Chile
RUT: 76.284.857-0
Contact: +55 21 99416-8259

9. Applicable law

This policy shall be read together with the consumer protection laws applicable to our operation and to the specific circumstances of each purchase.

ACUALUX may update this Return and Refund Policy whenever necessary to reflect changes in its processes, services or legal requirements.