Refund policy
At Chill Craft, customer satisfaction is important to us. We aim to provide practical, high-quality cooling products at a fair value. Please review the policy below before requesting a return or refund.
🛍️ 30-Day Return Window
You may request a return within 30 days of receiving your order.
To qualify for a return:
- The item must be unused or only lightly tested.
- The item must be clean and in resellable condition.
- All original packaging, accessories, manuals, cables, clips, and parts must be included.
- Proof of purchase or your order number must be provided.
We cannot accept returns for products that show:
- Heavy use, damage, or excessive wear.
- Stains, odors, liquid damage, or signs of improper cleaning.
- Missing accessories, components, manuals, or original packaging.
- Damage caused by misuse, dropping, modification, or incorrect installation.
⚠️ Product and Packaging Variations
Some Chill Craft products may be shipped directly from our fulfillment centers or manufacturing partners.
Because of this, minor differences may occur in:
- Packaging design.
- Labels or printed materials.
- Product presentation.
- Accessories included for different regional versions.
Minor packaging differences that do not affect the product’s function or performance are not considered defects.
🔧 Damaged, Defective, or Incorrect Items
Please inspect your order after delivery.
If your product arrives damaged, defective, incomplete, or different from what you ordered, contact us within 14 days of delivery.
Please provide:
- Your order number.
- A clear description of the issue.
- Clear photographs or video showing the product, packaging, shipping label, and problem.
- A photograph of all items and accessories received.
After reviewing your claim, we may offer:
- A replacement product.
- Replacement parts.
- A full or partial refund.
- Another suitable resolution based on the circumstances.
Damage caused by misuse, normal wear and tear, incorrect installation, improper storage, unauthorized repairs, or customer handling is not covered.
🔁 How to Request a Return
To request a return, contact us at:
Please include:
- Your full name.
- Your order number.
- The reason for the return.
- Photographs or video, when applicable.
Our support team will review your request and provide return instructions if it is approved.
⚠️ Do not send a product back without receiving approval and return instructions from us. Unauthorized returns may not be accepted or refunded.
💰 Refund Process
Once your returned item has been received and inspected, we will notify you whether your refund has been approved.
Approved refunds will be issued to the original payment method.
Please allow approximately 5–10 business days for the refund to be processed. Your bank or payment provider may require additional time before the refund appears in your account.
Full Refund
A full refund may be provided when:
- The returned item meets all return conditions.
- The product arrives damaged or defective and the claim is approved.
- An incorrect product was delivered and verified.
Partial Refund or Store Credit
A partial refund or store credit may be offered on a case-by-case basis when:
- The item has been lightly used.
- Original packaging or accessories are missing.
- The product has minor cosmetic damage.
- The customer chooses to keep the item instead of returning it.
No Refund
A refund may be refused when:
- The return request is made outside the 30-day return period.
- The item has been heavily used, damaged, modified, or mishandled.
- Parts, accessories, or packaging are missing.
- The item is returned without prior approval.
- The customer cannot provide sufficient evidence or proof of purchase.
🚚 Return Shipping Costs
Unless the product is confirmed to be damaged, defective, or incorrect:
- The customer is responsible for return shipping costs.
- Original shipping fees are non-refundable.
- Any customs duties, taxes, or return import fees are the customer’s responsibility.
We strongly recommend using a trackable shipping service and keeping your shipping receipt.
Chill Craft is not responsible for return packages that are lost, damaged, or delivered to an incorrect address.
❌ Order Cancellations
Orders may be canceled within 12 hours of purchase.
After this period, the order may have entered processing and cancellation cannot be guaranteed.
If the order has already been shipped, it cannot be canceled. You may request a return after receiving it, subject to this policy.
To request a cancellation, contact:
📦 Delivered but Missing Packages
If tracking shows that your order was delivered but you cannot find it, please first:
- Check your mailbox, front door, garage, reception desk, and other safe delivery locations.
- Ask household members, neighbors, or building staff.
- Contact the local delivery carrier.
Orders confirmed as successfully delivered by the shipping carrier are generally not eligible for an automatic refund.
However, you may contact us and we will assist you in reviewing the available shipping information.
📋 Additional Conditions
- This policy applies only to orders purchased directly from the official Chill Craft website.
- We cannot process returns or refunds for products purchased from third-party stores or marketplaces.
- Delivery delays caused by customs, weather, local carriers, holidays, or other circumstances beyond our control are not considered product defects.
- Customers are responsible for entering a complete and accurate shipping address.
- Customs duties, import taxes, and local fees are the customer’s responsibility where applicable.
- Refunds cannot be issued while an active payment dispute or chargeback remains unresolved.
📩 Contact Us
For questions about returns, replacements, refunds, or cancellations, contact:
Chill Craft Customer Support
📩 support@trychillcraft.com
Our customer support team typically responds within 1–3 business days.