Return And Refund Policy
Return and Refund Policy
At Chanloo, we aim to ensure that every purchase meets your expectations. Please review our return and refund policy below for details regarding your purchase.
1. General Return and Refund Conditions
We accept returns and offer refunds for most products within 48 hours of receiving your order. If you are not satisfied with your purchase, please contact us at support@chanloo.com within 2 days of receiving your item.
- Products must be returned in unused and original condition, with all tags and packaging intact.
- Return shipping costs are the responsibility of the buyer, unless the item is defective or was damaged during shipping.
- Refunds will be processed after we receive and inspect the returned item.
2. Non-Returnable Items
Certain products, such as our “One and Only”, "blind box", "mystery box" and custom items, are non-returnable and non-refundable due to their one-of-a-kind nature and the special care required for handling. We encourage you to carefully review the product description and images before making a purchase.
However, if your crystal item is damaged during shipping, we will gladly offer a gift card of equal value to the damaged item. To proceed with this, please follow the instructions in the Damaged or Defective Items section below.
If you have any concerns about these items, please contact us prior to purchasing.
3. Damaged or Defective Items
If your item is damaged during shipping, we will be happy to resolve the issue. Please follow these steps:
- Take photos of the damaged product and packaging.
- Email the photos along with your order number to support@chanloo.com within 48 hours of receiving the product.
Once we receive the evidence, we will offer you a gift card equal to the value of the damaged item. This gift card can be used on any future purchase.
4. How to Return an Item
- Contact us within 48 hours of receiving your item to initiate a return.
- We will provide you with a return authorization number and further instructions on how to return the product.
- Ship the item back to us with the return authorization number included in the package.
- Once we receive the returned product, we will process your refund to the original payment method or provide a store credit if requested.
5. Refund Processing Time
- Standard Refunds: After we receive the returned item, please allow up to 7-10 business days for the refund to be processed to your original payment method.
- Gift Card Refunds: If you opt for a gift card (in case of damaged items), you will receive it within 5-7 business days via email.
6. Contact Information
If you have any questions or need assistance with returns or refunds, please reach out to us:
Email: support@chanloo.com
Thank you for shopping with us!