Refund and Returns Policy

At CHALZ LTD, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we offer a flexible refund and return policy to ensure a smooth process. Please read the following details carefully.

Eligibility for Returns and Exchanges

To be eligible for a return or exchange, the following conditions must be met:

  • Timeframe: You must request a return or exchange within 14 days of receiving your order.
  • Condition of Goods: Items must be new, unworn, unwashed, and undamaged, and returned in their original packaging with all tags attached.
  • No Use or Damage: Products must show no signs of use, including stains, alterations, or wear.
  • Exchanges: If you wish to exchange an item, it must meet the same conditions as above. We’ll assist with an exchange in case of a defective or incorrect item.

How to Return or Exchange an Item

  1. Contact Us: Email support@chalzfashion.com within 14 days of receiving your order. Include your order number, the item(s) you want to return or exchange, and the reason for your request.
  2. Return Authorization: Once approved, you’ll receive a Return Authorization and instructions for returning your item(s).
  3. Packaging: Carefully pack the items to prevent damage during transit. We recommend using a trackable shipping method and keeping proof of return.

Return Shipping Costs

  • Customer Responsibility: You are responsible for all return shipping fees unless the item is defective or an error was made on our part.
  • Recommended Method: Use a traceable shipping option to ensure your package reaches us safely.
  • Customs Duties: For international returns, customers are responsible for any customs duties or taxes incurred.
  • Non-Refundable Shipping Fees: The original shipping fee is non-refundable unless the return is due to our mistake (wrong or defective item).

Return and Refund Process

Once we receive and inspect your returned item(s), the following outcomes may apply:

  • Refunds: If approved, we’ll issue a refund to your original payment method. Please allow up to 14 business days for it to appear in your account.
  • Exchanges: If you requested a different size or color, we’ll ship the replacement after processing your return. Additional shipping charges may apply.
  • Rejection of Return: Returns showing signs of use, damage, or stains may be rejected or subject to a restocking fee.

Damaged or Defective Items

If you receive a damaged or defective product:

  1. Contact Us Immediately: Email support@chalzfashion.com within 7 days of receiving the order.
  2. Provide Evidence: Send clear photos of the defective item and your order number. We’ll offer a replacement or full refund, depending on the case.
  3. Return Shipping Costs: For defective items, we will cover the return shipping cost and provide a prepaid label.

Non-Returnable Items

The following items cannot be returned or exchanged:

  • Sale or Clearance Items (unless defective)
  • Underwear, Socks, or Intimate Apparel (for hygiene reasons)

Refund Processing

  • Refund Method: Refunds are issued to the original payment method used at checkout.
  • Refund Timeframe: Please allow up to 14 business days for processing. Depending on your bank or payment provider, funds may take longer to appear.

Important Notes

  • Shipping Fees: Initial shipping costs are non-refundable unless caused by our error.
  • Customer Responsibility: Customers bear any return shipping, customs duties, or taxes.
  • Return Window: Returns beyond 14 days will not be accepted unless otherwise stated.

Customer Support

If you have any questions or concerns about our refund or return policy, please contact us:

Email: support@chalzfashion.com
Address: 49 Western Avenue, Port Talbot, Wales, SA12 7NB