Refund & Return Policy
Refund & Return Policy
Our Commitment
At Chillovia, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we're here to help.
This Refund & Return Policy explains when returns, replacements, and refunds are available and how they are processed.
30-Day Satisfaction Guarantee
We proudly offer a 30-Day Satisfaction Guarantee on eligible purchases made directly from www.chillovia.com.
If you are not satisfied with your purchase, please contact our Customer Support Team within 60 days of the confirmed delivery date.
Email:
Before Opening a Payment Dispute
If you experience any issue with your order, we kindly ask that you contact our Customer Support Team first.
Most issues—including damaged items, shipping delays, incorrect products, missing items, or quality concerns—can usually be resolved quickly through a replacement, refund, or other appropriate solution.
Opening a payment dispute or chargeback before contacting us may delay the resolution process, as payment providers require additional investigation procedures.
Return Eligibility
To qualify for a return or refund request:
- The request must be submitted within 30 days after confirmed delivery.
- Proof of purchase is required.
- The product must have been purchased directly from www.chillovia.com.
- The customer must first obtain return authorization from our support team.
Returns sent without prior authorization may not be accepted.
Non-Returnable Items
For hygiene, safety, and consumer protection reasons, we cannot accept returns for:
- Opened or used skincare products, unless defective or damaged.
- Products intentionally damaged after delivery.
- Products purchased from third-party retailers.
- Gift cards.
- Promotional or complimentary items.
- Products returned without prior authorization.
Damaged, Incorrect or Defective Products
If your order arrives:
- damaged,
- defective,
- incomplete,
- or incorrect,
please contact us within 7 days after delivery.
To help us investigate your claim, please include:
- Your order number.
- Clear photographs of the product.
- Photos of the outer packaging.
- Photos of the shipping label.
- A brief description of the issue.
Depending on the circumstances, we may:
- send a replacement,
- issue a partial refund,
- issue a full refund,
- or offer store credit.
Lost Packages
If tracking indicates that your package has not been delivered within the expected delivery timeframe, please contact us.
If a shipment is confirmed by the carrier as lost in transit, we will arrange an appropriate resolution.
If the carrier confirms successful delivery to the address provided during checkout, additional verification may be required before a replacement or refund can be approved.
Delivered Orders
Orders marked as Delivered by the shipping carrier are considered fulfilled.
If you believe your package was not received despite a confirmed delivery scan, please contact us immediately.
We may request reasonable supporting information to assist with an investigation, including:
- confirmation of the delivery address,
- contact with household members,
- contact with neighbors,
- verification with the shipping carrier.
Each case will be reviewed individually.
Incorrect Shipping Information
Customers are responsible for providing complete and accurate shipping information.
If an order cannot be delivered because of:
- an incorrect address,
- an incomplete address,
- refusal of delivery,
- failure to collect the parcel,
- or repeated unsuccessful delivery attempts,
shipping charges are non-refundable.
Additional shipping fees may apply if the package needs to be reshipped.
Order Cancellations
Orders may be cancelled before they enter processing.
Once an order has been processed or shipped, it cannot be cancelled.
Customers should contact support as soon as possible if they wish to request cancellation.
Return Shipping
Where a return is approved, our support team will provide return instructions.
Customers must use a shipping service that provides tracking.
We recommend retaining proof of shipment until the return process has been completed.
Inspection of Returned Items
All returned products are inspected upon receipt.
Refund eligibility will be determined after inspection.
Refunds may be reduced or denied if returned products:
- have been significantly used,
- are damaged by misuse,
- are incomplete,
- are missing packaging or accessories,
- or otherwise fail to meet return eligibility requirements.
Refund Processing
Approved refunds will be issued to the original payment method.
Please allow:
- up to 5 business days for processing,
- plus any additional time required by your payment provider.
Processing times vary depending on your financial institution.
Shipping Fees
Shipping charges, expedited shipping fees, shipping protection, customs charges, duties, and taxes are generally non-refundable unless required by applicable law.
Fraud Prevention
To protect our customers and our business, Chillovia reserves the right to verify refund requests where necessary.
We may request additional information to verify:
- customer identity,
- proof of purchase,
- delivery confirmation,
- photographs,
- or other information reasonably required to investigate the request.
Fraudulent claims, abuse of our return policy, repeated refund requests, or attempts to obtain products without payment may result in denial of future purchases or refund requests where permitted by law.
Chargeback Policy
Customers are encouraged to contact our Customer Support Team before initiating a payment dispute.
We maintain records including:
- order confirmations,
- payment confirmations,
- shipment tracking,
- carrier delivery records,
- customer communications,
- return authorizations,
- and refund decisions.
These records may be provided to payment processors, financial institutions, or dispute resolution providers when responding to payment disputes.
Contact Us
Customer Support
Website
Business Hours
Monday – Friday