Buyer Protection Policy

At Chylux, we want to ensure that you have a seamless and secure shopping experience. Our Buyer Protection Policy aims to protect your rights as a consumer and provide a hassle-free return and refund process.

What is Buyer Protection?

Buyer Protection is a service offered by Chylux to guarantee your satisfaction with your purchase. If you receive an item that is not as described, arrives damaged, or fails to arrive at all, you can request a refund or return within:

  • 7 days from the delivery date for air shipments
  • 30 days from the delivery date for sea shipments

from the date of confirmation of receipt.

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Exceptions

The following items are not covered by Buyer Protection:

  • Items damaged by you or used excessively
  • Personalized or custom-made items
  • Perishable items (e.g., flowers)
  • Items that cannot be returned due to hygiene or health reasons

How to Initiate a Return/Refund

If there’s a problem with your item, please follow these steps:

  1. Contact us: Reach out to our customer service team via email or phone and explain the issue with your item. Please provide any supporting information (images, screenshots, etc.) to help us resolve the issue.
  2. Make a return/refund request: If we cannot resolve the issue through communication, go to your account dashboard and initiate a return/refund request. Choose the reason for the return/refund and upload any required supporting information.
  3. Get refunded: We will review your request and process your refund accordingly. Refunds can take 1-10 working days to arrive depending on your original payment method.

Return Cost

If you decide to return an item due to a change of mind, you will be responsible for the return cost. However, if the item is defective, arrives not as described, or is the incorrect item, we will cover the return cost.

Refund Options

You can choose to receive your refund back to your original payment method or opt for a faster refund to your AliExpress Bonus account.

Other Scenarios

Our Buyer Protection Policy also covers two other situations:

  1. If sellers fail to meet their obligations regarding transaction or after-sales services, such as providing warranty support or adhering to agreed-upon logistics and delivery services.
  2. In cases of unacceptable behavior from sellers that affect your rights as a shopper or involve abusive language during communication.

Final Considerations

Please note that in certain countries, additional legal requirements may apply. For example, in the EU, you may have a 2-year legal conformity warranty and a 14-day right to return. In Brazil, you may have a 30-day (non-durable goods) or 90-day (durable goods) legal conformity warranty.

We hope this policy provides you with a clear understanding of our Buyer Protection guidelines. If you have any questions or concerns, please don’t hesitate to reach out to our customer service team.