Refund policy

At Chilkey, we want every customer to have a smooth and satisfying shopping experience. If you need to return a product or request a refund, please review the following policy carefully.

 

1. Return Eligibility

Customers may request a return within 14 days after receiving the product.

To qualify for a return, the product must meet all of the following conditions:

  • The product must be in its original condition and suitable for resale.
  • All original accessories, packaging, and included items must be returned.
  • The product must not have damage caused by misuse, modification, or improper handling.

Returns may not be accepted if:

  • The product has been significantly used or damaged.
  • Accessories, packaging, or included items are missing.
  • The product has been modified or customized by the customer.

2. Returns Due to Personal Reasons

For returns caused by personal reasons, including but not limited to:

  • Changing your mind.
  • Ordering the wrong product.
  • No longer needing the product.
  • Personal preference regarding appearance, sound, typing feel, or other product characteristics.

Customers may request a return; however, they are responsible for all return-related costs.

Applicable costs may include:

Return Shipping Costs

Customers are responsible for return shipping costs and must arrange payment when initiating the return.

Customs Duties and Import Fees

For international returns, any import duties, customs fees, taxes, brokerage fees, or other charges incurred when the returned product is shipped back to China will be the customer's responsibility.

If applicable, these costs will be deducted from the final refund amount.

Original Shipping Fees

Original shipping fees paid for the initial delivery are non-refundable.

Restocking Fee

A 4% restocking fee may be deducted from the original order amount to cover payment processing and order handling costs.

The final refund amount will be calculated after deducting all applicable fees.

3. Defective or Incorrect Products

If you receive a defective, damaged, or incorrect product, please contact Chilkey Support before returning the item.

To help us review the issue, please provide:

  • Order number.
  • Description of the issue.
  • Photos or videos showing the problem (if applicable).

Our support team will review your request and provide an appropriate solution, which may include troubleshooting assistance, replacement parts, replacement products, or other available solutions.

Please do not return defective or incorrect products without contacting our support team first.

4. Return Process

Before returning any product, customers must contact Chilkey Support to obtain return instructions and the correct return address.

Please do not send products back without prior confirmation from Chilkey. Returns sent without contacting us in advance may not be accepted or processed.

When requesting a return, please provide:

  • Order number.
  • Reason for return.
  • Relevant photos or videos (if available).

After receiving return instructions, customers should ship the product according to the provided information.

Once the returned product has been received and inspected, Chilkey will process the refund according to this Return & Refund Policy.

5. International Orders

For international orders, customers are responsible for ensuring that the product can be legally imported into their country.

Customers are responsible for any applicable:

  • Import duties.
  • Customs taxes.
  • Brokerage fees.
  • Other charges required by local customs authorities.

If a package is refused, abandoned, or returned due to customer-related reasons, including:

  • Unpaid customs fees.
  • Incorrect shipping information.
  • Failure to collect the package.
  • Other customer-related reasons.

Any related costs, including original shipping costs, return shipping costs, customs fees, or other charges, may be deducted from the refund amount.

6. Order Changes, Cancellation & Address Updates

If you need to modify your order, please contact Chilkey Support as soon as possible before your order is shipped.

Order modification requests may include:

  • Adding or removing products
  • Changing product options
  • Changing quantities
  • Updating shipping addresses
  • Cancelling an order

We will do our best to assist with your request. However, changes can only be processed before the order enters the shipping process.

Once an order has been shipped, we are unable to make any changes, including:

  • Product changes
  • Address changes
  • Order cancellation

For shipped orders, customers may request a return according to this Return & Refund Policy.

7. Refund Process

Once the returned product has been received and inspected, Chilkey will process the refund.

Refunds will be issued to the original payment method.

Please note:

  • Refund processing times may vary depending on your payment provider.
  • Original shipping fees are non-refundable.
  • Return shipping costs and applicable fees will be deducted from the refund amount.
  • The final refund amount will reflect all applicable deductions.

8. Contact Us

If you have any questions regarding returns, refunds, or order changes, please contact Chilkey Support.

Email: service@chilkey.com