Refund policy
Thank you for shopping with Chenila. This policy outlines the conditions and process for returns and exchanges.
Return Eligibility
We accept returns within 30 days of delivery.
To be eligible for a return, items must:
- Be unused, unworn, and in original condition
- Include original packaging and tags (if applicable)
- Not show signs of wear, damage, or alteration
Items that do not meet these conditions may not be accepted.
Non-Returnable Items
The following items are not eligible for return:
- Final sale items
- Items marked as non-returnable
- Gift cards (if applicable)
Return Process
To request a return, please contact us at:
Email: service@chenila.com
Please include:
- Your order number
- The item(s) you wish to return
- The reason for the return
Our team will review your request and provide return instructions if your request is approved.
Return Shipping
Customers are responsible for return shipping costs unless the item received is incorrect or defective.
We recommend using a trackable shipping service, as we are not responsible for lost return packages.
Exchanges
We currently accept exchanges for eligible items.
To request an exchange, please contact us via email with your order details. Exchanges are subject to product availability.
Refunds
Once your return is received and inspected:
- Approved refunds will be issued to your original PayPal account
- Refunds are typically processed within 5-10 business days after approval
Original shipping fees (if any) are non-refundable.
Damaged or Incorrect Items
If you receive a damaged or incorrect item, please contact us within 7 days of delivery.
Include clear photos of the issue so we can review and assist you.
Contact Us
For any return or exchange inquiries, please contact:
Email: service@chenila.com