Returns, exchanges and warranty
Last updated: October 11, 2026
This is a reference translation. The binding version of this document is the Spanish text, which prevails in case of any discrepancy. Read it in Spanish
This policy applies to purchases made from Dunati Chile SpA and is governed by Chilean Law No. 19,496 on consumer protection. All the benefits, guarantees and rights granted by that law apply in full, regardless of what is set out here.
1. Exchanges and returns
If the product is not satisfactory, it may be exchanged or returned within 30 business days from the date of receipt.
To qualify, the product must meet these conditions:
- Be unused, in the same condition in which it was received.
- Keep its packaging, labels and any manual included in the delivery.
- Be presented with the receipt, invoice or any other document proving the purchase.
The product must be brought to our premises at Alcalde Guzmán 0121, Bodega G9, Quilicura. Home pickups are not offered for exchanges or returns.
The shipping cost is non-refundable: the price of the product is refunded.
2. Excluded products
Products manufactured or prepared for a specific order are excluded from exchanges and returns, because they cannot be returned to inventory. This applies to everything produced in the size, laminate, upholstery or finish chosen by the customer. If there is any doubt about a specific product, a sales executive will confirm it before the purchase.
For example:
- Chairs and desks with upholstery in a color of the customer's choice.
- Products with installation or modification.
This exclusion does not affect the warranty: a made-to-order product with a manufacturing defect is covered just like any other.
3. Refund timeframes
The amount is refunded through the same payment method used for the purchase, within the following timeframes:
- Credit cards: up to 16 business days.
- Other payment methods: up to 10 business days.
4. Warranty
The warranty depends on the type of product: desks, tables, reception desks and storage, 5 years; chairs, sofas, armchairs, poufs, pods and all other products, 3 years. In the event of a manufacturing defect, the legal warranty under article 21 of Law No. 19,496 also always applies.
The defect must be validated by our technicians, who determine whether repair, exchange or a refund is appropriate depending on the damage and whether it can be repaired. If the product cannot be repaired, the customer chooses between an exchange and a refund.
The assessment requires photographs and the purchase details: order number, receipts and original packaging.
The warranty does not cover defects caused by misuse or improper handling, unauthorized repairs, damage from earthquakes or floods, or use outside normal conditions, understood as a maximum of 5 days a week, 9 hours a day and a user weight of 120 kg.
5. How to start the process
By writing to info@dunati.com with the order number and the details of the case. A sales executive confirms the procedure before the product is transported.