SHIPPING AND DELIVERY POLICY

Last updated: September 21, 2026

This Shipping and Delivery Policy sets out the conditions that apply to the processing, shipping, transport and delivery of orders placed through the ACUALUX online store.

By making a purchase in our store, you confirm that you are aware of and agree to the conditions in this Policy, together with our Terms and Conditions of Service and other applicable policies.

1. Company information

The ACUALUX store is operated by:

Trade name: ACUALUX
Legal name: Comercialización y Diseño Maximiliano Ortuzar Carrasco E.I.R.L.
Country: Chile
RUT: 76.284.857-0

WhatsApp: +55 21 99416-8259
E-mail: acualux@acualux.com

Although ACUALUX is a company registered in Chile, some products sold through our store may be stored, prepared and shipped from Brazil.

2. Order processing

Orders begin processing once payment has been approved and the purchase has been confirmed.

Before shipping, an order may go through several stages, including:

• payment confirmation;
• verification of order details;
• picking of the products;
• preparation and packaging;
• handover to the carrier or logistics operator.

Order processing time is separate from transit and delivery time.

In some situations, processing may take longer than usual, especially during periods of high order volume, promotional campaigns, holidays, temporary product unavailability, operational issues or other circumstances beyond ACUALUX's reasonable control.

3. Shipping origin

The shipping origin may vary depending on the product purchased, stock availability and order destination.

Some products may be shipped directly from Brazil, even though the company operating the store is legally registered in Chile.

When necessary, a single order may be processed by different logistics centers or operators.

Where applicable, products from the same order may also be shipped separately.

4. Delivery time

Delivery times shown during checkout are estimates.

Delivery time may vary depending on factors such as:

• destination address and region;
• available shipping method;
• carrier or logistics operator;
• order processing time;
• product availability;
• peak demand periods;
• weather conditions;
• force majeure events;
• operational or logistics situations;
• inspection or import procedures, where applicable;
• other circumstances beyond ACUALUX's direct control.

The estimated delivery date should therefore not be understood as an absolute guarantee of delivery on a specific date.

ACUALUX will take reasonable measures to ensure orders are processed and delivered within the stated timeframes.

5. Shipping cost

Shipping costs, where applicable, will be shown during checkout, before the order is completed.

The cost may vary depending on factors such as:

• delivery address;
• products included in the order;
• weight and dimensions of the package;
• available shipping method;
• logistics conditions applicable to the destination.

ACUALUX may offer free shipping promotions or special conditions for limited periods, subject to the rules stated in each promotion.

6. Delivery address

The customer is responsible for providing complete, correct and up-to-date delivery information.

Please check details such as the following carefully:

• recipient's name;
• street address;
• number;
• apartment or suite, where applicable;
• neighborhood;
• city;
• state or region;
• ZIP or postal code;
• country;
• phone number or other contact details requested.

ACUALUX cannot be held responsible for delays or failed deliveries resulting from incorrect, incomplete or outdated information provided by the customer.

If you notice an error in your address after placing an order, please contact us as soon as possible.

We cannot guarantee that changes can be made once the order is being processed or has been handed over to the carrier.

7. Order tracking

When the shipping service offers tracking, you may receive information to follow the progress of your delivery.

Tracking updates are provided by the carrier or logistics operator and may take some time to appear after the order is shipped.

Periods without tracking updates do not necessarily mean that the order is stuck or lost.

8. Delivery attempts

The number of delivery attempts and the procedures followed when the recipient is absent may vary depending on the carrier, logistics operator and destination region.

The customer should follow the delivery progress and make sure someone is available to receive the order when necessary.

If the order cannot be delivered for reasons related to the recipient or the address provided, additional delivery, pickup or return procedures may apply according to the carrier's rules.

9. Orders returned to sender

An order may be returned to the sender for reasons such as:

• incorrect or incomplete address;
• recipient absent after delivery attempts;
• unjustified refusal to accept the delivery;
• address could not be located;
• order not collected when made available for pickup;
• other situations determined by the carrier or logistics operator.

If this happens, please contact ACUALUX so we can review the case.

Depending on the circumstances, a new shipping payment may be required for a second shipment, always respecting the consumer rights provided by applicable law.

10. Delivery delays

Despite our efforts to meet the estimated timeframes, delays may occur due to circumstances beyond ACUALUX's reasonable control.

These circumstances may include, among others:

• carrier delays;
• operational problems;
• strikes;
• weather conditions;
• periods of high parcel volume;
• holidays;
• transport restrictions;
• force majeure events;
• inspection or import procedures;
• problems related to the destination address.

If your order is significantly delayed, we recommend contacting our customer service so we can review the situation and, where possible, request information from the party responsible for delivery.

11. Taxes, fees and import procedures

Depending on the origin and destination of the order, some purchases may be subject to taxes, fees, duties, customs inspection or import procedures.

Where applicable, these obligations may be determined by the competent authorities of the destination country.

The customer must comply with the rules and requirements that apply to receiving products in their country.

Whether taxes, fees or duties apply will depend on the rules applicable to the order and its destination.

12. Damaged or incorrect product, or delivery problem

If you receive a product that is damaged, defective or different from the one purchased, or you identify any other problem with your order, please contact our customer service.

The situation will be reviewed in accordance with our Return and Refund Policy and applicable law.

Whenever possible, we recommend keeping the original packaging and taking pictures of the product and packaging to help us review the issue.

13. Order marked as delivered but not found

If tracking shows that the order was delivered but you cannot find it, we first recommend checking:

• whether someone else at the address received the package;
• the building's front desk, reception or management office;
• areas the carrier uses for deliveries;
• the information available in the tracking.

If the order still cannot be found, please contact us so we can review the case and, where applicable, request clarification from the logistics operator.

14. Changes to shipping conditions

ACUALUX may update this Shipping and Delivery Policy whenever necessary to reflect changes in our processes, logistics operations, carriers, shipping methods or legal requirements.

The latest version will be available in our store.

The date at the top of this Policy shows when the document was last updated.

15. Consumer rights

Nothing in this Policy is intended to exclude, restrict or limit consumer rights and guarantees ensured by mandatory rules of applicable law.

If any provision of this Policy is incompatible with a mandatory consumer rule, the corresponding law shall prevail.

16. Contact

If you have any questions about shipping, tracking, delivery or anything else related to your order, please contact us:

ACUALUX
WhatsApp: +55 21 99416-8259
E-mail: acualux@acualux.com

Legal name: Comercialización y Diseño Maximiliano Ortuzar Carrasco E.I.R.L.
RUT: 76.284.857-0
Country: Chile