Refund policy
Exchanges, Returns and Warranty Policy
At HumanMob we want you to be happy with your purchase. Below you will find the conditions and the procedure to request an exchange or return, or to report a fault in your product.
This commercial policy is without prejudice to the rights consumers have under applicable law.
1. Request and time limit
To request an exchange or voluntary return, send the information listed at the end of this page by email to contacto@humanmob.cl.
Exchange or voluntary return requests can be made within 30 calendar days of receiving the order.
Once we receive and review your request, we will email you the instructions.
2. Orders with pre-order items
When an order includes one or more pre-order items together with in-stock products, the whole order ships once the pre-order item is available.
The dispatch date that applies is the one shown for the pre-order item at the time of purchase, so preparation and shipping of every product in that order follow the availability of the pre-order item.
3. Receiving your order and packaging condition
When you receive your order, we recommend checking that the packaging is in good condition before accepting or opening it.
If you notice visible damage to the box or bag, such as holes, cuts, moisture, openings, dents or signs of tampering, we recommend not accepting the order and contacting us as soon as possible at contacto@humanmob.cl with your order number and, where possible, photos of the packaging.
If you already accepted the order and notice visible damage to the packaging, we recommend recording a continuous video from before opening the package until you have fully checked its contents.
This record lets us assess the case faster and, where appropriate, resolve it with the carrier.
If an item is missing, damaged or anything else seems wrong in a way that may relate to shipping, contact us as soon as possible at contacto@humanmob.cl with your order number, photos of the packaging and, where possible, videos or photos of the product.
Not having a video does not stop us from reviewing your case, but evidence of the package's condition on arrival helps speed things up.
4. Voluntary exchanges
Voluntary exchanges apply to requests for a different size, model, colour or personal preference.
To exchange a product, it must be unworn, unwashed, in the same condition you received it, and with its original tags, accessories and packaging.
Shipping costs for voluntary exchanges are paid by the customer.
Metropolitan, Valparaíso and O’Higgins Regions
Exchanges are handled through Paket. We will arrange pickup of the item you want to exchange and, at the same time, delivery of the new product, subject to availability.
Other regions
For all other regions of Chile, exchanges are handled through Starken. Once the request is approved, we will email you the shipping details so you can send the item.
The new product will be sent once the original item has been received and checked by our team.
Exchanges are subject to stock availability, which will be confirmed when processing the request.
5. Voluntary returns
Voluntary returns can be requested within 30 calendar days of receiving the order, provided the item is unworn, unwashed and has its original tags, accessories and packaging.
Once the request is approved, we will email you the shipping details to send it via Starken.
Shipping costs for voluntary returns are paid by the customer.
When the item is received and checked by our team, we will confirm whether it meets the return conditions. If the item shows signs of wear, washing, damage caused by the customer or missing tags, the return may be rejected and the product will be sent back to the customer.
Once the return is approved, we will refund the amount actually paid for the returned product. The refund is processed within 48 business hours of approval and may take up to 7 business days to appear in the customer's account, depending on the bank or payment method used.
6. Discounted, promotional or clearance products
Products bought at a discount, in special promotions or on clearance are not eligible for voluntary exchanges or returns for size, model, colour, taste or preference.
This does not limit the customer's rights if the product has a fault or defect covered by the legal warranty.
Personalised or made-to-order products are not eligible for voluntary exchanges or returns, unless they have a manufacturing fault or an error attributable to the brand.
7. Legal warranty for faults or manufacturing defects
All new products are covered by the legal warranty in the cases established by applicable law.
If an item has a manufacturing fault, defect, missing parts, is the wrong product or is not fit for its intended use, contact us at contacto@humanmob.cl with your order number, a description of the problem and photos or videos that let us assess the case.
The legal warranty applies within six months of receiving the product. Where applicable, the customer may choose between the options established by law: free repair, replacement of the product or a refund.
When the fault, wrong product or issue is attributable to HumanMob, we will assess it and arrange a solution at no extra cost to the customer, including the corresponding shipping costs.
8. Refund method
Refunds are made to the same payment method used for the purchase, where technically possible, within 2 to 7 business days (if your refund takes longer, contact your bank with the transaction number for more information).
For payments made by bank transfer, we will ask the customer for the bank details needed to process the refund securely.
9. Exchange and return request
To start a request, email the following information to contacto@humanmob.cl:
Full name
Order number
Product you want to exchange, return or report
Reason for the request
Preference: size exchange, exchange for another product, refund or warranty claim for a fault
Additional comments, if any
Photos or videos of the product (required for faults)
Photos or videos of the packaging, when the issue may relate to shipping
If needed to assess the request, HumanMob may ask for additional information, such as photos, videos, proof of purchase or shipping details.