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Refund Policy

GudMood Brunch Café

Last updated: [11-09-2025]

At GudMood Brunch Café, we are committed to providing quality products and a satisfying experience. This policy outlines the conditions under which you can request a refund, in accordance with current Chilean law.

1. Application of this policy

This policy applies to:

  • Orders placed for pickup at the store with prepayment.

  • Products consumed on the premises, only in exceptional cases of obvious failures.

2. Legal guarantee

According to Law No. 19.496, consumers have the right to demand:

  • Money refund,

  • Product exchange, or

  • Repair, when the product is faulty, incomplete, or does not meet the advertised specifications.

In the case of food or perishable products, the legal guarantee applies within 7 days of purchase, provided that the product has not been consumed or mishandled.

3. Conditions for requesting a refund

Refund requests are accepted in the following cases:

  • The order was paid for in advance and was not delivered.

  • The delivered product is in poor condition, does not correspond to the order, or does not meet what was offered.

  • The product was partially consumed and has obvious defects (e.g., altered taste, poor condition).

Refunds are not accepted in the following cases:

  • Products consumed completely without immediate complaint.

  • Customer changes of mind once the order has been prepared.

  • Delays in order pickup that affect product quality.

4. Procedure

To request a refund, you must:

  • Present the receipt or proof of payment.

  • Report the problem within 12 hours of purchase or pickup.

  • Go directly to the store.

We will review your request within 2 to 3 business days. If approved, the refund will be processed within 5 business days, using the same payment method used for the original purchase.

5. Partial refunds

In cases where the product was partially affected, a partial refund or store credit may be granted.

6. Exceptions

No refunds will be issued in the following cases:

  • Customized products or made to special order.

  • Special promotions or discounts, unless they are defective.

  • Products picked up outside of the agreed hours.

7. Complaints

If you are not satisfied with the response received, you can file a complaint with SERNAC through the Consumer Portal.

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