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Frequently Asked Questions
Returns & Refunds
At ChillMart, we value your satisfaction. You may request a return within 7 days of receiving your order, as long as the product remains in its original, unused condition with all its original packaging intact. Please note that opened, used, or customized items are not eligible for return unless they are defective.
We have designed a simple, hassle-free process for you:
- Refund: Following verification, we will process your refund back to your original payment method within 7-10 business days.
- Contact Us: Reach out to our friendly customer support team via email or WhatsApp to initiate your return request.
- Packing & Return: Securely pack the product and send it to the designated return address provided by our team.
- Verification: Once received, we will carefully inspect the product to verify its condition.
Yes, you can. If you prefer an exchange, simply follow the return process first. Once your return is approved, we will gladly assist you in placing a new order for your desired item, subject to availability.
If the product is defective or delivered in error, ChillMart takes full responsibility for the return shipping cost. However, if the return is initiated due to a change of mind, such as an incorrect size or color, the customer will be responsible for the shipping charges.
We kindly ask you to record an unboxing video as it serves as vital proof of the package’s condition at the time of delivery. This step helps us ensure that every return request is valid, protecting both you and ChillMart.
Delivery FAQs
We process most orders within 1-2 business days. Orders placed on weekends or public holidays will be processed on the following business day, ensuring your order is handled with care and efficiency.
- Standard Shipping: Expect your order to arrive within 3-7 business days.
- Express Shipping: In select areas, delivery is expedited to within 1-3 business days.
Please note that delivery times may vary based on your location within Pakistan.
While we do not send automated tracking emails, rest assured that once your order is dispatched, the courier will provide you with tracking updates directly via SMS or email.
Once your package is handed over to the courier, the risk transfers to you. In such cases, please contact the courier service directly to file a claim. We are here to support you if you need further assistance.
An accurate address ensures that your order reaches you promptly and without any issues. Inaccurate or incomplete addresses may cause delays or incur additional charges for re-shipping.