Note for Amazon Customers:
If you purchased your item via our Amazon Store, please process your return or refund directly through your Amazon Order History. The policy below applies EXCLUSIVELY to orders placed directly on our official website (getchilljoy.com).

1) Overview

We stand behind what we sell and aim to resolve issues fairly and quickly.

• Return window: You may request a return within 30 days of delivery for eligible items.
• Damaged/defective on arrival (DOA): Please report within 48 hours of delivery with photos/video evidence so we can prioritize a solution.
• Return authorization required: All returns must be approved first and include an RMA number. Returns sent without approval may be refused.

2) How to Start a Return or Claim (Required)

Please submit a request via our Support Center at support.getchilljoy.com or email soiteoh619@gmail.com with:

• Order number
• Item(s) and quantity
• Reason for return / claim
• Photos/video (required for damage/defect claims)
• Your shipping address & phone number (for replacements)

After review, we will provide an RMA number and return instructions if applicable.

3) Eligible Returns (General Conditions)

For returns due to non-defect reasons (e.g., changed mind), items must be:

• Unused, unwashed (if applicable), uninstalled, and in original condition
• With original packaging, tags, protective films, and all accessories included
• Free of odor, stains, pet hair, tool marks, or any signs of wear/use

If the returned product is not in original condition or is missing parts, we may issue a partial refund or deny the return.

4) Items That Are Not Returnable / Not Refundable

For safety, hygiene, and fraud-prevention reasons, the following are generally non-returnable and/or non-refundable:

• Digital products, downloadable content, gift cards
• Clearance / final sale items (unless defective on arrival)
• Items damaged by misuse, accidents, liquid damage, improper care, unauthorized modification, or normal wear and tear
• Items returned without original packaging/accessories (may result in partial refund or denial)

5) Product Exceptions (Category-Specific Rules)

Some product categories have special rules due to the nature of the item:

A) Clothing / Wearable Accessories (e.g., plush outfits, apparel)

• Must be unworn, unwashed, with tags (if any) and original packaging.
• Returns may be denied if there are signs of wear, stains, odors, deodorant marks, or pet hair.

B) Repair Parts / Electronic Components (e.g., phone screens, internal parts, adhesive parts)

These items are sensitive and easily damaged during handling/installation. To ensure fairness:

• Returns are not accepted for non-defect reasons once the item shows signs of installation/attempted installation, adhesive removal, tool marks, torn flex cables, missing protective films, or altered condition.
• Compatibility issues caused by incorrect model selection or device-specific conditions are not considered product defects.

If you are unsure about compatibility, contact us before ordering.

6) Damaged, Defective, or Wrong Item Received

If your order arrives damaged, defective, or incorrect, we will work with you to resolve it. Depending on the case, we may offer:

• Replacement
• Refund (full or partial)
• Store credit

Evidence required: clear photos/video of the product, packaging, and shipping label may be required.
Claims reported after 48 hours of delivery may be limited due to carrier/shipping constraints.

7) Refund Processing

Once a return is received and inspected (if a physical return is required), we will notify you of approval or rejection.

• Approved refunds will be issued to the original payment method.
• Processing time: typically 3–10 business days after inspection/approval.
• Your bank/payment provider may take additional time to post the refund.

8) Shipping, Duties, and Return Costs (International Orders)

We fulfill orders from China. International shipping may involve transit time, carrier handling, and customs processing.

• Original shipping fees are non-refundable (unless the return is due to our error or verified defect/DOA).
• For non-defective returns, customers are responsible for return shipping.
• Any duties/taxes paid to customs or carriers are generally non-refundable.

Because international return shipping can be expensive, we may (at our discretion) offer alternatives such as partial refunds, reshipments, or store credit when appropriate.

9) Wrong Address, Refused Delivery, and Unclaimed Packages

Please ensure your shipping address is correct at checkout.

If a package is returned to us due to:

• incorrect/incomplete address provided by customer
• refused delivery
• unclaimed package / failed delivery attempts

we may refund the item price only, minus shipping/handling fees and any additional charges incurred.

10) Return Shipping & Tracking

If a return is approved, we recommend using a trackable shipping service.
We are not responsible for return packages lost in transit without valid tracking proof.

11) Chargebacks & Fraud Prevention

We reserve the right to refuse service or deny returns that show signs of fraud, abuse, or policy manipulation.
If there is an issue, please contact us first so we can resolve it before initiating a chargeback.

12) Contact

Questions about refunds/returns: soiteoh619@gmail.com
Support Center: support.getchilljoy.com