Exchange and Returns Policy (Política de Cambios y Devoluciones)

EXCHANGE AND RETURNS POLICY (POLÍTICA DE CAMBIOS Y DEVOLUCIONES)

Seller: Seller name (RUT: Seller RUT) Effective date: Effective date

1. ⚠️ LEGAL WARRANTY (GARANTÍA LEGAL) — LEY 19.496 + LEY 21.398 1.1. Under Articles 19–21 of the Ley de Protección de los Derechos de los Consumidores (LPC), as amended by Ley 21.398 (in force since 24.03.2022), every product/service carries a legal warranty of Legal warranty period (months) months (statutory minimum: 6 months) from delivery. 1.2. Options under the legal warranty: Options offered under the legal warranty — the CONSUMER, not the seller, chooses among a refund, a replacement or a repair. A sales receipt (boleta) is not the only admissible proof of purchase.

2. ⚠️ RIGHT OF WITHDRAWAL (DERECHO A RETRACTO) — DISTANCE SALES 2.1. For purchases made at a distance (online, phone, WhatsApp), the consumer has Right-of-withdrawal period (business days) BUSINESS DAYS (statutory: 10 días hábiles) from receipt to withdraw without penalty. 2.2. ⚠️ Under Article 3 bis LPC, if the seller does NOT send WRITTEN CONFIRMATION of the purchase conditions (with a copy of the contract) at the time of sale, this period is extended to 90 (NINETY) DAYS — issuing a written confirmation for every online sale is the single most effective way to limit this exposure. 2.3. Conditions accepted for withdrawal: Conditions accepted for withdrawal (condiciones del retracto) 2.4. Exclusions from the right of withdrawal: Exclusions from the right of withdrawal (exclusiones)

3. ⚠️ IN-STORE EXCHANGES (CAMBIOS) — NOT A LEGAL REQUIREMENT, BUT BINDING ONCE ANNOUNCED 3.1. An in-store exchange for reasons other than a defect (e.g. wrong size, change of mind) is not itself required by law, but once this policy is publicly announced (receipt, signage, this document), it becomes binding on the seller. Signage stating "no hay devolución" (no returns) is UNLAWFUL where the legal warranty applies.

4. REFUND AND COMPLAINTS 4.1. Refund method: Refund method 4.2. Complaints procedure (procedimiento de reclamos): Complaints procedure (procedimiento de reclamos) — consumers may also file a complaint with SERNAC.

— — — ⚠️ This is a boilerplate template, not legal advice. Chilean labour, social-security, data-protection and consumer-protection law (the Código del Trabajo — CT — including its Article 9 written-form deadlines, Article 11 amendment rule, Article 154 No. 10 RIOHS-based sanctions, Articles 159–163 bis termination regime, Article 162 aviso de término formalities, Article 168 increased indemnización for a wrongly invoked causal, Article 177 finiquito/ratificación ante ministro de fe requirement, and Article 211-A Ley Karin mandate; Ley 21.327 — Registro Electrónico Laboral / Mi DT; Ley 21.361 — finiquito, 10-business-day deadline, "Ley Bustos"; Ley 21.561 — Ley de 40 horas, phased 45→44→42→40h; Ley 21.643 "Ley Karin" and its DS 21/2024 investigation procedure; Ley 16.744 and DS 44/2024 — gestión preventiva, in force since 01.02.2025; DS 977/96 — Reglamento Sanitario de los Alimentos; Ley 19.628 and its successor Ley 21.719 — protección de datos personales, fully in force from 01.12.2026, Agencia de Protección de Datos Personales; Ley 19.496 and Ley 21.398 — Ley del Consumidor / LPC — and DS 6/2021 — Reglamento de Comercio Electrónico; Ley 21.368 — plásticos de un solo uso, fully in force since 13.02.2026; and Ley 20.918 — propina sugerida) is highly procedural, tied to fixed statutory deadlines (e.g. 15 business days — 5 for obra/faena — to put a contract in writing and register it in Mi DT, 10 business days for a finiquito, 3 business days to send a copy of a termination letter to the Inspección del Trabajo, 30 days for a Ley Karin investigation) and to penalties denominated in UTM (Unidad Tributaria Mensual, re-indexed monthly by the SII), not in ingreso mínimo. ⚠️ ADDITIONAL CONTEXT TO VERIFY WITH YOUR ADVISORS: (1) the statutory workweek is being cut in stages under Ley 21.561 — 45h until 25.04.2024, 44h from 26.04.2024, 42h from 26.04.2026 (already in force), 40h from 26.04.2028 — confirm your contracts and anexos reflect the stage in force and that pay was not reduced; (2) Ley Karin (in force since 01.08.2024) requires EVERY employer, including a single-worker business, to have a written harassment-prevention protocol and investigation procedure — confirm yours is current with DS 21/2024; (3) DS 44/2024 replaced DS 40/1969 and DS 54/1969 on 01.02.2025 and offers simplified tools for employers with fewer than 25 workers, while the RIOHS itself is only mandatory from 10 workers (Art. 153 CT) — confirm which regime applies to you; (4) Ley 21.719 fully replaces Ley 19.628 from 01.12.2026 and creates the Agencia de Protección de Datos Personales, with fines up to 20,000 UTM (up to 4% of annual turnover on repeat breaches); empresas de menor tamaño (Ley 20.416) get a 12-month written-warning grace period from 12.2026 to 12.2027 — this is not a blanket exemption; (5) Ley 21.368 fully bans non-certified single-use plastics in dine-in service from 13.02.2026, with fines of 1–5 UTM PER ITEM handed out, enforced by municipalities; (6) boleta/factura electrónica, DTE and SII filings are issued through your accountant's (contador) authorised systems and are OUT OF SCOPE for this template — a contador is a de facto mandatory partner for any business with employees. This English text is a DRAFTING AID ONLY. It must be reviewed, translated into Spanish where required for validity/enforceability, and adapted by a Chilean labour/commercial lawyer (abogado) and accountant (contador) — and checked against current guidance from the Dirección del Trabajo (DT), the SEREMI de Salud, SERNAC and (from 01.12.2026) the Agencia de Protección de Datos Personales — before use.