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Refund and Returns Policy

              Refund and Returns Policy

What You Need to Provide

1. **Evidence of Damage**: In case of a damaged item, please provide clear photos or videos showcasing the damage. This helps us assess the situation accurately and expedite the resolution process.

2. **Dispute Screenshots**: If you encounter any issues with your order, such as a customer complaint or dispute, please provide screenshots that include relevant details such as names, dates, and content. This helps us understand the nature of the issue and take appropriate action.

3. **Optional Tracking Number**: If requested to return an item, please provide the tracking number as proof of shipment.

How to Request a Refund

1. **Contact Customer Service**: Reach out to our dedicated customer service team for assistance. You can find their contact information in your account dashboard.

2. **Provide Evidence**: Along with your request, ensure to include evidence of damage or dispute screenshots for prompt resolution.

Important Notes:
- Refunds will be processed via the original payment channel (PayPal or credit card), or credited to your account balance for faster processing.

- We recommend opting for a balance refund, which can be used for future orders or withdrawn at your convenience.

Cases Eligible for Refunds

1. **Damaged Products**: If your product arrives damaged, we offer a full refund or replacement.

2. **Incorrect or Missing Products**: We uphold strict quality control standards. If you receive an incorrect product, one with the wrong color, size, or missing components, we offer a full refund or replacement.

3. **Products Out of Stock**: If a product is out of stock, we will provide a full refund or replacement.

4. **Products Unable to Ship**: In cases where a product cannot be shipped, we offer a full refund.

5. **Delayed Orders**: For orders experiencing significant delays, we offer a full refund based on specific timelines depending on the destination and circumstances.

6. **Order Cancellations**: Full refunds are provided for canceled orders before shipment, except for personalized or branded items.

7. **Missing Packages**: If a package goes missing during delivery, we offer a full refund.

Exceptions to Refunds

1. **Delivered Orders**: We do not offer refunds for orders marked as delivered in the tracking information.

2. **Unclaimed Packages**: If a package goes unclaimed and is subsequently returned or destroyed, we do not offer refunds.

3. **Tracking Information Alerts**: Refunds are not provided for orders with tracking information alerts due to reasons such as incorrect address, refused package, or customs clearance issues.

Additional Information

Disputes must be raised within the guarantee period (7 days for air shipping, 30 days for sea shipping) from the date of product receipt.
Certain disputes may be denied based on specific criteria outlined in our policy.
We discourage product returns due to high shipping costs and extended delivery times. Returns must meet specific conditions outlined in our policy.
Our warranty period for products is 30 days from the date of receipt for sea-shipped products and 7 days for air-shipped products. Refunds are not supported after this period.

Unacceptable Disputes

We reserve the right to deny unreasonable disputes, including cases where the product meets the description, the customer simply does not like the product, or where the shipping address was provided incorrectly.

At ChyLux, we strive to offer the best service possible. If you have any questions or concerns, please do not hesitate to contact us. Your satisfaction is our priority.

At ChyLux, we are committed to providing exceptional service to all our customers. Our refund and returns policy aims to address any issues you may encounter with your order, ensuring a seamless shopping experience. Please review the following guidelines carefully:

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