Refund policy

Returns and Refunds Policy for All MUAI Products

I. Official Channel:
The official purchase channel, and therefore subject to MUAI’s refund and return policies, includes purchases made directly on the MUAI website www.muaipadel.cl.

II. Return Options:
Any damaged packaging or product can be returned within 20 business days from the date the product was received under one of the following options:

  • Full refund.
  • Credit for the same amount at MUAI to make future purchases through the official channel.

III. Return Standards:
Once the product is received, it will be checked to ensure it meets all return standards.

Return Standards: The following are considered valid product issues that qualify for any of the return options:

  • Damaged or defective product.
  • Packaging in poor condition or broken.
  • Product showing signs of use.
  • Missing accessories: if applicable, the consumer may request missing items, which will be sent at no cost.
  • Product with different characteristics than those offered.

Based on the characteristics of the purchased product, the following conditions will be taken into account:

  • The product must be returned in the same packaging, with the same labels and seals, as when it was received.
  • You must attach proof of purchase (receipt or invoice) certifying the purchase.
  • You will need to bring the product to the courier office indicated by our Customer Service representative.
  • You may request a full refund or store credit on www.muaipadel.cl to make future purchases for the same amount.

To approve the return, the product must undergo a Quality Control process, which can take 10 to 20 business days from the time the product is received at our offices. If the product meets all the conditions described above, the corresponding return option will be processed. However, if the store or brand determines that the defect or damage was caused by misuse, you will be notified to pick up the product.

IV. Return Deadlines:
If the product meets the return standards following Quality Control, and depending on whether you request a refund or store credit, MUAI commits to the following:

  • Refund:
    If your payment was made with a debit card, the refund will be made to the bank account you provide within 15 business days from the receipt of the product at the office indicated by Customer Service. If the payment was made with a credit card, a reversal will be made on your account, which will appear in your next credit card statement depending on the billing cycle agreed with the bank, from the receipt of the product at the office indicated by Customer Service. Refunds are not issued in stores.

  • Store Credit:
    Credit to make purchases on www.muaipadel.cl will be issued within 10 to 20 business days from the receipt of the product at the office indicated by Customer Service.