Countries › Chile › Guide › 16. What is normal abroad but not here › Consumer warranties and withdrawal rights are set by law

Consumer warranties and withdrawal rights are set by law

Last verified: 2026-10-26 · Status: Stable

Abroad, sellers often define their own warranty and return policies; in Chile consumers have a legal warranty of six months to choose repair, replacement or refund for defective goods. Online and distance buyers can withdraw from the purchase of goods within 10 days without giving a reason, and the seller can exclude this only for services. Displayed prices must include all taxes, and general breaches of the consumer law carry fines of up to 300 UTM, about CLP 21.6 million.

USD figures use the Central Bank exchange rate of CLP 986.58 per US dollar published in the Diario Oficial for 23 October 2026 (CVE 2891564). UF amounts use the SII value of CLP 41,221.08 for 26 October 2026 and UTM amounts the SII value of CLP 72,151 for October 2026. Conversions are for orientation only.

Key facts

Legal warranty period	6 monthsLey Nº 19.496, art. 21, as amended by Ley Nº 21.398, as of 2026-10-26 · in force
Withdrawal period for distance and online purchases	10 daysLey Nº 19.496, art. 3 bis, as amended by Ley Nº 21.398, as of 2026-10-26 · in force
Consumer prices must include taxes	Yes textLey Nº 19.496, art. 30, as of 2026-10-26 · in force
Maximum general fine for consumer law breaches	300 UTMLey Nº 19.496, art. 24, as of 2026-10-26 · in force
Unidad Tributaria Mensual (UTM) value	72151 CLPSII UTM table for October 2026, as of 2026-10-01 · in force

The rule

1. Where a product fails safety or quality standards, does not match its specifications or labelling, is not fit for its intended or advertised use because of manufacturing or material defects, or remains defective after a first repair, the consumer may choose between free repair or, after returning it, replacement or refund, plus damages. Since Ley 21.398 the period to exercise these rights is six months from receipt (longer if the seller's warranty is longer); the consumer may go to the seller, manufacturer or importer for repair, seller and importer are jointly liable, and a voluntary warranty does not limit the legal rights.
Cost to do it: Cost of repair, replacement or refund within six months.
Example: A laptop that fails in month 5 must be repaired, replaced or refunded at the buyer's choice, even if the importer's own warranty was three months. / Same for an imported product priced in US dollars and sold in pesos.Ley Nº 19.496 on consumer protection, as amended by Ley Nº 21.398 (DO 24 December 2021), Ley 19.496 art. 20 and art. 21; Ley 21.398 art. 1 Nº 16, 2021-12-24 official text · verified 2026-10-26 · changed: Ley Nº 21.398 of 24 December 2021 extended the legal warranty from three to six months and let consumers choose between legal and voluntary warranties.

2. A consumer may end the contract unilaterally and without giving a reason within 10 days of receiving the product, or of contracting a service before it is provided, in purchases at meetings organised by the seller requiring same day acceptance, and in contracts made electronically or through catalogues, adverts or other distance means. For distance contracts, only for services may the provider exclude the right, informing the consumer clearly before contracting; for goods, withdrawal is excluded only for goods that by nature cannot be returned or may deteriorate or expire quickly, goods made to the consumer's specifications and goods for personal use. The right also covers in person purchases where the consumer had no direct access to the good, and sellers must inform consumers of it clearly before payment. If the seller did not send the written confirmation required by art. 12 A, the period extends to 90 days.
Cost to do it: Refund of the price paid.
Example: A Chilean customer who buys a jacket online from a foreign brand's Chilean store can return it within 10 days of delivery, even if the store's policy says all sales are final. / Applies regardless of the currency the store displays.Ley Nº 19.496, as amended by Ley Nº 21.398, Ley 19.496 art. 3 bis and art. 12 A; Ley 21.398 art. 1 Nº 4, 2021-12-24 official text · verified 2026-10-26 · changed: Ley Nº 21.398 made withdrawal from distance purchases of goods a right the seller cannot exclude, keeping exclusion possible only for services.

3. Suppliers must disclose prices clearly before purchase, including on websites where goods are offered, and the price must comprise the total value of the good or service including applicable taxes.
Cost to do it: No fee.
Example: A price shown as CLP 100,000 plus VAT on a consumer website breaches art. 30; it must show CLP 119,000. / About US$121.Ley Nº 19.496, Art. 30, 1997-03-07 official text · verified 2026-10-26

4. Breaches of the consumer law are fined up to 300 UTM unless another penalty is set; false or misleading advertising in the media up to 1,500 UTM, and up to 2,250 UTM where it affects health, safety or the environment. Courts weigh mitigating factors such as repair of harm, self reporting and an approved compliance plan, and aggravating factors such as repeat offences.
Cost to do it: Up to CLP 21,645,300 per general breach at the October 2026 UTM.
Example: 300 UTM is CLP 21,645,300; 1,500 UTM is CLP 108,226,500. / About US$21,940 and US$109,699.Ley Nº 19.496, Art. 24, 1997-03-07 official text · verified 2026-10-26

Topic	Chilean rule	Rule
Warranty	Six months legal warranty, consumer chooses repair, replacement or refund	Ley 19.496 art. 20, 21; Ley 21.398
Online returns	10 days without reason for goods; exclusion only for services	Ley 19.496 art. 3 bis; Ley 21.398
Displayed price	Total including taxes	Ley 19.496 art. 30
General fine	Up to 300 UTM (CLP 21,645,300, about US$21,940)	Ley 19.496 art. 24

Consumer rules that differ from common seller practice (UTM CLP 72,151; CLP at 986.58 per US dollar).

Worked example

A foreign e-commerce brand launching in Chile must show VAT inclusive prices, accept returns of most goods within 10 days of delivery, honour a six month legal warranty and send a written confirmation of each order, failing which the return period stretches to 90 days.

Step by step

Rewrite Chilean terms of sale to reflect the six month legal warranty and 10 day withdrawal.
Show prices including VAT on all channels.
Send written order confirmations with the full contract.
Train customer service to accept claims for repair through seller, manufacturer or importer.
Inform buyers of the withdrawal right before payment, and of any exclusion for services.

Common traps

A shorter voluntary warranty does not shorten the legal one.
Without the art. 12 A confirmation, the withdrawal period is 90 days.
The consolidated Ley 19.496 text on Ley Chile may not reflect the Ley 21.398 changes; read both.

Sources

← Loan documents pay stamp tax