You have two paths for returning an item, depending on when you act. You can request a return within 15 days of your purchase, and you also have the right to apply for a return within 14 days after the product is delivered. The key is to let us know promptly, and we’ll walk you through what comes next.
Getting Started: Your Return Window
We ask that you initiate any return within 15 days from the date of purchase. Separately, you have a 14-day window after delivery to apply for a return. Please keep in mind that custom-order or personalised items are an exception to the 14-day delivery window and cannot be refunded under that provision. In all cases, we’ll need a receipt or proof of purchase to move forward.
When You Change Your Mind (Standard Returns)
If you’re sending something back because it’s not quite right, the item needs to be unused, in the same condition you received it, and in its original packaging. You’ll be responsible for the return shipping costs, and those shipping charges are non-refundable. If a refund is issued, the cost of return shipping will be deducted from your refund. For items valued over $75, we strongly recommend using a trackable shipping service or purchasing shipping insurance, as we can’t guarantee that we’ll receive your returned package.
When your return is received and inspected, we’ll notify you about the approval or rejection of your refund. If approved, the refund will be processed and a credit will automatically be applied to your credit card or original method of payment within 3-15 days.
There are a few situations where only a partial refund may be granted:
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
When Something's Wrong (Damaged, Defective, or Incorrect Items)
We stand behind our products. If you received a defective or damaged item, we’ll replace it for the same item. Just send us an email at service@chaoluntingus.com to arrange the exchange. In these cases, when the return is due to our error—such as goods arriving damaged or incorrect—you won’t have to bear the return shipping fee.
Items You Can't Send Back
Certain products can’t be returned for safety and hygiene reasons. This includes perishable goods like food and flowers, newspapers or magazines, intimate or sanitary goods, hazardous materials, and flammable liquids or gases. We also can’t accept returns on:
- Gift cards
- Downloadable software products
- Some health and personal care items
What to Expect: Refunds and Processing Times
Once your refund is approved, the credit will be applied to your credit card or original method of payment within 3-15 days. If you haven’t seen the refund after that time, we suggest checking your bank account again, then contacting your credit card company, and then your bank—processing delays can happen on their end. If you’ve done all that and still haven’t received your refund, please reach out to us at service@chaoluntingus.com.
Special Cases: Gifts, Sale Items, and Custom Orders
Only regular priced items may be refunded; sale items cannot be refunded. For gifts, if the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item wasn’t marked as a gift, or the gift giver had the order shipped to themselves, the refund will be sent to the gift giver. And as a reminder, custom-order or personalised items do not have a right to a 14-day refund.
Cancelling an Order
You can cancel your order before the product is shipped or produced, and you’ll receive a full refund. Once the product is already shipped out, we’re unable to cancel the order. The processing time for cancellations is 2-7 days.
Need Help?
Before you ship anything back, please ask our customer service to make sure you send the package to the right address—and don’t send your purchase back to the manufacturer. If you’re unsure about anything—whether your item qualifies, where to send it, or if your order has shipped yet—reach out to us at service@chaoluntingus.com before you take the next step.