Overview
Before you place your orders with ChillMe, please ensure that you read through our policies so that there is no miscommunication, we aim to provide you the best service possible!
Refunds
Returns are accepted within 14 days from the delivery date. The product has to be BRAND NEW and in its ORIGINAL PACKAGING; meaning that if the sofa has been assembled, it CANNOT be returned.
Once we receive the refund, we will inspect the product that has been sent back to us, and we will go through a process of whether the return/refund has been approved or denied.
Once the refund has been approved by us, the refund can take 3-5 working days to be processed and arrive back into your bank account/ or whatever form of payment you have chosen.
Buyer will be responsible to send back the product and pay any postage costs when returning the product.
For Custom Sofas:
If the buyer chooses a custom sofa (i.e: a fabric/colour combination that is not preselected such as “Oxford 5/6”) the buyer must pay a small deposit, which is taken off the end total for the sofa. This applies to any sofa with the option to choose both colour and fabric options, and also any specific requests.
If the buyer has paid with any other method than cash, an automatic 20% of the total order amount will be taken as deposit. Therefore, if a change to the order is made and the sofa has been manufactured, 20% of the order total will be lost. Additionally, if the order is cancelled, a maximum of 80% of the order total can be refunded.
If the custom sofa is to be returned within the our returns policy, then the deposit loss rule still applies.
Subsequently, if the sofa is made by the manufacturer, the order cannot be cancelled or amended without the buyer losing the initial deposit. If you need to cancel or change your order, please make sure to contact us and see whether your sofa has been made, or you may lose your deposit.
If, there are no errors upon delivery but you would like to send the sofa back for any reason with the driver, any shipping charges paid will not be refunded.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your bank account company, it may take some time before your refund is officially posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at Chillmeoffice22@gmail.com, and we’ll be more than happy to assist you.
Exchanges
We only replace items if they are defective or damaged.
We unfortunately do not offer exchanges, the customers are responsible to properly measure their space before making a purchase.
Shipping returns
Once the return has been approved by us, you should mail your product to us, please contact us directly to be provided with the correct address of shipment.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
Contact us at ChillMeoffice22@gmail.com for questions related to refunds and returns.