Return & Refund Policy

1. Overview 

This page is an exclusive page about ChillCarve's Return & Refund policy, targeting the Austrilian market.

2. Order Cancellation

ChillCarve is committed to providing our customers with the fastest and safest possible delivery of their goods, so we will process subsequent shipments as soon as possible on the same day we receive the order.

But if wishing to cancel your order, please contact our Customer Service Team within 24 hours. If successfully intercepted, we will cancel the order for free.

Once the order has been processed and entered the shipping stage, it cannot be canceled. If insisting on canceling at this stage, we recommend initiating a return after receiving the goods. Please note that this process will incur a return shipping fee of $19.98 AUD for both the outbound and return shipping.

3. Return

We want you to be completely satisfied with your ChillCarve purchase, and we strive to provide expert guidance to help you choose the best possible products for your needs. We also understand that sometimes a product just doesn’t quite fit. That is why we make returns easy.

Please send us an email with your return request along with the order number included. Also, please let us know the reason for your return.

3.1 General Information For All Returns

1. All items must be returned in their original factory packaging and in unused condition with all tags attached.
2. Returns are processed and credited within 10 days of receipt.
3. Returned items are subject to inspection prior to issuing a refund.

3.2 30-DAY Return Policy

You are eligible to return any item within 30 days of receipt with the 30-Day Return Policy that applies to the continental Australia. Items MUST be returned in their original packaging, unused condition with all tags attached in order to qualify for a product refund.

3.3 Shipping Fee

Who will be charged the return shipping fees?

A. ChillCarve will cover the return shipping fees if:

1. Your item has a manufacturing defect in its materials or workmanship.
2. Your item has been damaged in transit.
3. You received the wrong item.

We may ask for photographic or video evidence for our records.

B. Customers need to cover the return shipping fees if:

1. You don't like the item after receipt of it.
2. You no longer need the item after receipt of it.
3. Your order was misplaced due to incorrect information provided by the customer(e.g. Incorrect address, product size, color, and style).

How much is the return shipping fee

If your situation is suitable for situation B, you are responsible for $19.98 AUD, which includes the Return Label / actual express delivery fee/storage fee /destruction fee. The fee will be deducted from your refund.

3.4 How to Return Your Item

ChillCarve strives to provide our customers with the easiest return process, just get in touch with us and we will guide you step by step.

• Contact us at service@chillcarve.com to initiate the return process.
• We will provide you with a return label and the necessary instructions.
• Carefully pack your item(s) and include the original receipt or proof of purchase.
• Send the return to the provided return address, the return address will be clearly presented in the return label.

4. Refund 

4.1 Refund Process

• Refund request
• Goods returned to the warehouse
• Personnel check the status of the returned goods
• Check status OK
• Operation refund

4.2 Refund Method

Your Original Payment account

4.2 Processing Time

Please note that refunds may take up to 10 business days to appear in your account, depending on your payment provider.

5. Exchanges

If you wish to exchange an item, please initiate a return and place a new order. We cannot process exchanges directly.

In this case, we will cover the shipping costs for return orders initiated as a result of product defects or errors on our part, otherwise, you will be required to pay $19.98 AUD for the shipping costs.

6. Damaged or Defective Items

If your item is damaged or defective, please contact us at service@chillcarve.com within 7 days of receiving the product. We will assist you with a replacement or refund.

For any other questions or assistance, please don’t hesitate to reach out to our customer service team at service@chillcarve.com.

Thank you for shopping with ChillCarve!