ChillMart.pk Returns & Refunds Policy

At Chillmart.pk, we are committed to providing high-quality products and excellent customer service. If you encounter any issues with your order, our Returns & Refunds Policy is designed to help you resolve them quickly and efficiently.

Eligibility for Returns

  • Return Period: You can request a return within 7 days from the date of receiving your order.
  • Product Condition: The item must be in its original, unused condition and include all original packaging. Opened, used, or customized products cannot be returned unless they are defective.

Refund Process

Step 1
Contact Us
Contact our customer support via email or whatsapp to register your return request.
Step 2
Packing & Return
Pack the product securely and send it to the specified return address.
step 3
Verification
Once we receive the product and verify its condition, the refund process will begin.
step 4
Refund
The refund amount will be processed back to your original payment method within 7-10 business days.

Exchanges

If you wish to exchange a product, please complete the return process first. Once the return is approved, we will assist you in placing a new order for the desired item, subject to its availability.

Non-Refundable Items

  • Personalized Products: Customized or engraved items are not eligible for return or refund.
  • Damage Due to Mishandling: Products damaged due to mishandling or misuse on the customer’s part will not be eligible for a return or refund.

Damaged or Defective Items

If you receive a damaged or defective product, please:
  • Contact our customer support immediately.
  • Provide clear evidence (photos or videos) of the damage or defect.
  • We will arrange for a replacement or refund, based on product availability and your preference.

Return Shipping Charges

  • Defective or Wrong Items: If the product is defective or delivered in error, Chillmart.pk will cover the return shipping cost.
  • Customer-Initiated Returns: If the return is due to a change of mind, incorrect size, color, or variant, the customer will be responsible for the shipping charges.

Order Cancellation

  • If you cancel your order before it has been processed or shipped, you will receive a full refund.
  • Once the order has been processed, cancellation is not possible and you must follow the return/refund process outlined above.

Mandatory Unboxing Video Requirement

For the protection of both our customers and our business, every parcel will have a label instructing you to record an unboxing video before opening the package.
  • Purpose: This video serves as proof of the condition of the package at the time of delivery.
  • Requirement: It is mandatory to record the unboxing video before tampering with the package contents.
  • Non-Compliance: If you fail to record and provide this unboxing video, we will not be able to accept any return or refund requests. This measure helps us ensure that all claims are valid and minimizes the risk of damage or tampering after delivery.

Contact Information

If you have any questions or require further assistance, please contact our customer support:

Policy Changes

Chillmart.pk reserves the right to modify or update this policy at any time. The latest version of the policy will be available on our website. Please review it periodically to stay informed about any changes.