At Chylux, we strive to ensure that all buyers have a positive experience when shopping on our platform. This Return and Refund Policy outlines the conditions under which returns and refunds are accepted to protect both buyers and sellers.
1. General Return Policy
Chylux supports returns and refunds for items that are eligible based on the conditions specified below. Please note that each seller on Chylux may have their own return policy, so it’s important to review the seller’s return conditions before making a purchase.
a. Return Eligibility:
To be eligible for a return, the item must meet the following conditions:
- The product is unused, undamaged, and in its original packaging (if applicable).
- The return request is made within the timeframe specified by the seller (typically 5-15 days from delivery).
- The product was not listed as "non-returnable" at the time of purchase (e.g., certain personal care items or custom-made products).
b. Proof of Purchase:
To process a return, buyers are required to provide proof of purchase (such as an order number, receipt, or confirmation email) and any relevant product details.
2. Steps for Returning an Item
To initiate a return, please follow these steps:
a. Contact the Seller:
Before returning a product, you must contact the seller through Chylux's messaging system or by email to explain the issue and request a return. Sellers are responsible for providing return instructions, including the shipping address and return authorization number (if applicable).
b. Pack and Ship the Item:
Ensure the product is securely packed in its original packaging. Include all accessories, manuals, and any other items that were delivered with the product. You are responsible for return shipping costs unless otherwise specified by the seller.
c. Provide Tracking Information:
Once the product is shipped back to the seller, provide the seller with the tracking number and shipping carrier details.
3. Refund Policy
Chylux offers refunds under certain conditions. Refunds are processed to the original payment method used for the purchase. The amount refunded will depend on the nature of the return and any deductions outlined below.
a. Full Refunds:
You may be eligible for a full refund in the following cases:
- The item was damaged or defective upon arrival.
- The item received is significantly different from its listing description (e.g., wrong size, color, or model).
- The item was not delivered at all.
b. Partial Refunds:
Partial refunds may apply in the following cases:
- The product is returned used, damaged, or with missing parts for reasons not attributable to the seller.
- The return request is made after the allowable return window has closed but is still accepted by the seller at their discretion.
c. Non-Refundable Items:
Some products are non-refundable and non-returnable. This may include but is not limited to:
- Perishable goods (e.g., food, flowers)
- Personal care items (e.g., skincare, hygiene products)
- Custom or made-to-order products
4. Return Shipping Costs
a. Buyer Responsibility:
Unless otherwise specified by the seller, the buyer is responsible for covering the cost of return shipping.
b. Seller Responsibility:
In cases where the product is defective, damaged, or significantly different from the listing, the seller is responsible for covering the return shipping costs. In such cases, sellers may issue a prepaid return label.
5. Refund Process
a. Inspection Period:
Once the returned product is received by the seller, they will inspect the item to ensure it meets the return criteria. The inspection period may take 3–7 business days from the time the seller receives the returned item.
b. Issuing Refunds:
After the inspection is complete, the refund will be processed within 7–14 business days. You will receive an email notification once the refund is issued. Please allow additional time for the refund to appear in your account, as it may vary depending on your payment provider.
6. Exceptions and Disputes
a. Late or Missing Refunds:
If you have not received your refund within the stated timeframe, first check your payment account again. If you still have not received it, please contact your bank or payment provider for further clarification. If the issue persists, contact Chylux support at [support@chylux.com].
b. Disputes and Resolutions:
If a return or refund request is disputed by either the buyer or the seller, Chylux will step in to mediate. You can file a dispute with our support team if you believe your return or refund request was unfairly denied.
7. Cancellation Policy
a. Order Cancellations Before Shipment:
Buyers can request to cancel an order before the seller has shipped the product. Once the product has been shipped, the order can no longer be canceled and will need to follow the return process.
b. Automatic Cancellation:
If the seller fails to ship the order within the specified timeframe, the buyer can cancel the order for a full refund.
8. Contact Us
If you have any questions or need assistance regarding returns and refunds, please contact Chylux's customer support team at:
Email: [support@chylux.com]
Thank you for choosing Chylux, where we prioritize customer satisfaction and offer buyer protection to ensure a safe and reliable shopping experience.
