Refund & Return Policy
Effective Date: April 20, 2025
Contact Email: chibisoulstore@proton.me
At ChibiSoul, we take great pride in the quality and craftsmanship of the products we offer. Customer satisfaction is at the heart of our business, and our Refund & Return Policy is designed to ensure a clear and fair process for handling any issues that may arise with your order.
1. Return and Refund Eligibility
We accept returns and process refunds under the following circumstances:
Defective or Damaged Items: If the product you received is damaged or defective, we will accept a return and issue a refund or a replacement.
Incorrect Items: If the item you received is not what you ordered, please notify us and we will arrange a return and send the correct product.
Lost Packages: In the rare event that your package is lost or not delivered within 15 business days of shipment, you may request a full refund or a replacement.
2. Return & Refund Process
To start the return or refund process, please contact our customer service team at chibisoulstore@proton.me within 7 calendar days of receiving your order. You will need to provide the following documentation:
Video Proof: A clear and uninterrupted video showing the issue with the product (e.g., damage, defect, or incorrect item).
Photographic Evidence: Photographs of the product showing the problem, the shipping packaging, and the shipping label.
If the issue is not clearly shown in the photos or video, the claim may be rejected. We require this evidence to ensure that the refund or return process is fair to all parties involved.
3. Non-Returnable or Non-Refundable Items
The following items are not eligible for a return or refund:
Products that were purchased with a wrong size, color, or model choice by the customer.
Products that have been used, worn, or damaged after delivery.
Products returned outside the 7-day return window.
Items returned without the necessary proof (photos, videos).
4. Refund Method
Once your return is approved and processed, your refund will be credited back to your original payment method within 5–10 business days. Depending on the payment provider, it may take additional time for the refund to appear in your account.
Alternatively, you may request a replacement of the defective or incorrect product instead of a refund. If you opt for a replacement, it will be shipped free of charge.
5. Return Shipping
If the return is due to our error (e.g., damaged, defective, or incorrect items), we will cover the return shipping costs. However, if the return is due to buyer’s remorse or incorrect selection, the customer will be responsible for return shipping fees.
We recommend using a trackable return service to ensure that the returned items reach us safely.
6. Lost or Missing Shipments
If your order is lost or delayed, please contact us within 15 business days of the shipment date. We will work with the carrier to locate your package. If it is confirmed as lost, we will issue a full refund or a replacement.
7. Exchanges
We currently do not offer direct exchanges. If you wish to exchange an item, you must return the original item for a refund and place a new order for the desired item.
8. Policy Changes
ChibiSoul reserves the right to modify this Refund & Return Policy at any time. Any updates will be reflected on this page, and changes will become effective immediately upon posting.