Consumer rights on Black Friday 2026 in Chile: what the law says about deals, delivery and returns

On Black Friday 2025, 54% of complaints against companies taking part in the event were about unilateral order cancellations, and another 20% about misleading advertising, according to SERNAC, Chile's national consumer agency. It received 272 complaints against official participants and 265 against companies that used the "Black Friday" label without being part of the event.

Black Friday 2026 runs from Friday, November 27 to Monday, November 30, with more than 400 companies, according to the Santiago Chamber of Commerce. Before you buy, it pays to know your consumer rights: what a store can and cannot do with your order, and how to complain if something goes wrong.

272

Complaints against participants

and 265 against non-participants

54%

Unilateral cancellation

the top complaint

20%

Misleading advertising

second reason

75%

Against retail companies

followed by supermarkets (7.5%)

Source: SERNAC, December 2, 2025

View the data as a table

Complaints against participants	272 | and 265 against non-participants
Unilateral cancellation	54% | the top complaint
Misleading advertising	20% | second reason
Against retail companies	75% | followed by supermarkets (7.5%)

Your consumer rights on Black Friday, in 6 points

Right	What it means	Deadline
Withdrawal	You can back out of an online purchase without giving a reason	10 days from receiving the product (90 if you didn't get a contract confirmation)
Legal warranty	If the product fails, you choose a replacement, free repair or a refund	6 months from delivery
Stock	The store must say before purchase if a product is out of stock	Before paying
Delivery	Shipping cost shown separately from the price, with a delivery window (business or calendar days)	Before paying
Deals	What the advertising promises must be delivered	Throughout the promotion
Complaints	You can file a free complaint with SERNAC	At sernac.cl or 800 700 100

Sources: SERNAC, legal warranty, SERNAC, shopping tips (May 2026) and SERNAC, e-commerce (2024).

Right of withdrawal: 10 days to change your mind

For online purchases, Chile's Consumer Protection Law lets you back out within 10 days of receiving the product, without explaining why. If the company didn't send you a contract confirmation with a complete, legible copy, the period extends to 90 days, according to SERNAC.

There are exceptions: a store can exclude withdrawal for products that can't be returned or that expire quickly, but it must say so clearly before the purchase. If it doesn't, the right stands.

Legal warranty: 6 months for a replacement, repair or refund

If a product fails, you have 6 months from delivery to choose between three options: a replacement, a free repair or a refund. It is a right you cannot waive: the store cannot limit it or replace it with its own warranty. The "voluntary warranty" some brands offer is added to the legal one, never a substitute.

To use it, the receipt is enough or, if you lost it, another proof such as a bank statement or card voucher. Don't confuse the warranty with an exchange ticket: the latter is voluntary, but if the store offers it, it must honor it.

Cancellations, stock and delivery: the top complaints

Order cancellations for "lack of stock" are the number one problem in online shopping events. During CyberDay 2026, SERNAC received 2,099 complaints, and unilateral cancellation was the most common reason, followed by shipping and delivery problems, according to its June report.

Chile's E-commerce Regulation requires stores to:

• Report stock before purchase, so they don't cancel sales after charging.
• Show the total shipping cost separately from the product price.
• State the delivery window and whether it counts business or calendar days.

If the company doesn't meet the delivery time or method offered, you can ask for the purchase to be voided, according to SERNAC. Companies that break these rules risk fines of up to 300 UTM if the case goes to court.

Companies with the most complaints last Black Friday

Falabella32%

Sodimac11%

Ripley9.6%

Paris8.6%

Mercado Libre7.2%

Source: SERNAC, by complaint volume, not adjusted for sales or market share

View the data as a table

Falabella	32%
Sodimac	11%
Ripley	9.6%
Paris	8.6%
Mercado Libre	7.2%

Company	Black Friday 2025 complaints
Falabella	32%
Sodimac	11%
Ripley	9.6%
Paris	8.6%
Mercado Libre	7.2%

SERNAC notes that the ranking only counts complaint volume, not each company's sales: the stores that sell the most tend to collect more complaints. We review how stores are preparing for this event in our test of which websites are best prepared for Black Friday 2026 and in our story on Black Friday 2026 and its AI agent.

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How to complain if something goes wrong

If a store doesn't respect your consumer rights, follow these steps:

1. Keep the evidence: screenshots of the deal, the confirmation email, the receipt and the shipment tracking.
2. Complain to the store first in writing and keep the case number.
3. If it doesn't respond or fix it, file a free complaint with SERNAC at sernac.cl or by calling 800 700 100.
4. If you suspect fraud, block your card immediately, change your passwords and notify your bank.

Before paying, also check whether the price includes VAT and shipping. If you buy from a foreign store, read our guide on shopping on Temu, Shein and AliExpress and the taxes you pay.