Return & Cancellation Policies

We only provide return and exchange services for damaged or mis-shipped products. However, if the product ordered by the customer does have quality problems caused by Chelo, we are happy to provide return and exchange services.

Within the first 5 days after the customer receives the goods, we will provide return or exchange services for damaged or mis-shipped products. But we are not responsible for any damage or loss caused by third-party transportation and delivery.
 

• Return procedure
  
  The customer must send us an email with pictures of the damaged product before returning or replacing the product. Customers must contact us at Support@chelogift.com within the first 5 days of the return period after receiving the goods. After reviewing the situation, we will contact you for further solutions. All Chelo products must be returned in their original packaging. The packaging must be intact and must not be smeared in any way, otherwise no return or exchange will be allowed. After receiving the return, we will check whether the returned goods are eligible for return.

 

• Return shipping fee
  
  The shipping costs related to the return or exchange will be borne by the customer. Chelo will not take any responsibility for the returned goods lost by the customer. Therefore, we recommend that the customer choose a logistics method with a tracking number when returning the goods.

 

• Reasons for return
  
  Except for problems related to product quality and caused by our company's mistakes, Chelo will not regard them as reasonable returns for problems caused by the mistakes of customers, third-party companies, government agencies or other reasons, and have the right to refuse the relevant return request. The company will not bear any responsibility for losses caused by customers, third-party companies, government agencies or other reasons.

 

• Refund procedure
  
  After we receive the returned product, we will refund the full amount (excluding shipping costs) and return it to the customer through the original payment method. The refund process is usually completed within 7-12 working days.

 

• Order cancellation police
  
  In order to provide customers with the best service, customers who have placed an order can cancel the order at any time before payment. However, if the customer has paid, the order is being processed, the product has entered the production process, or the product has been shipped, due to the nature of the product we sell, we will not be able to cancel the order.