Refund policy

RETURN & REFUND POLICY

Last updated: August 30, 2026

This Return & Refund Policy explains how returns, cancellations, exchanges, damaged products, and refunds are handled by ChillZone.

Nothing in this policy limits any mandatory consumer rights available under applicable law.

1. General 30-Day Return Policy

Customers may request a voluntary return within 30 days after receiving an item.

For voluntary returns, the product must be:

  • Unused and in its original condition;

  • Complete, with all parts and accessories;

  • Accompanied by the receipt or other proof of purchase; and

  • Returned in its original packaging where reasonably possible.

Products showing wear, stains, odours, alteration, assembly damage, missing components, or use beyond what is necessary to inspect them may not qualify for a voluntary return or may be subject to a reasonable reduction in the refund.

Mandatory rights relating to defective, damaged, incorrect, unsafe, or non-conforming products remain unaffected.

For European Union customers, the first 14 days are also protected by the statutory EU right of withdrawal described below. The stricter voluntary-return conditions cannot restrict that statutory right.

2. Starting a Return

A return can be started by:

Please include:

  • Your order number;

  • The product you wish to return;

  • The reason for the return, unless you are exercising an EU right of withdrawal and do not wish to provide a reason; and

  • Photographs or video where the product is damaged, defective, incomplete, or incorrect.

Products may be fulfilled by different suppliers and may have different authorised return addresses.

Do not return a product to the address printed on the original shipping label or to our legal business address unless specifically instructed by ChillZone.

After receiving the request, we will provide the authorised return address, available return method, and, where applicable, a return label or collection instructions.

For EU customers, approval is not required to exercise the statutory right of withdrawal. A clear withdrawal notice sent before the deadline is sufficient.

3. European Union Right of Withdrawal

European Union customers generally have the right to withdraw from an online purchase within 14 days without providing a reason.

The withdrawal period begins on the day after:

  • The customer or a designated third party other than the carrier receives the product;

  • The last product is received when several products from one order are delivered separately; or

  • The final part is received when a product is delivered in several parts.

To exercise this right, the customer must notify ChillZone before the 14-day period expires.

Customers may:

  • Send an unequivocal statement to support@chillzonehome.store;

  • Use the online withdrawal and return function available through their customer account; or

  • Use the Model EU Withdrawal Form provided at the end of this policy.

After notifying us, the customer must return the product within 14 days. The deadline is met if the product is dispatched before that return period expires.

When an EU customer submits an online withdrawal request, ChillZone will send confirmation of receipt by email without undue delay.

4. Product Inspection and Original Packaging

EU customers may inspect and handle a product only as reasonably necessary to establish its nature, characteristics, and functionality, in the same way that it could normally be inspected in a physical store.

The customer may be responsible for diminished value caused by handling beyond what is reasonably necessary.

Original packaging is strongly recommended for safe transportation but is not an absolute condition for exercising the statutory EU right of withdrawal.

For voluntary returns requested after the EU statutory withdrawal period, ChillZone may apply the return conditions described in Section 1.

5. EU Return Shipping Costs

For an EU change-of-mind return, the customer is responsible for the direct return shipping cost unless ChillZone agrees to cover it.

Estimated maximum return costs are:

  • Small décor and parcels up to 5 kg: approximately €80 per package;

  • Medium or large parcels from 5 kg to 30 kg: approximately €250 per package;

  • Oversized furniture, freight, palletised products, or products over 30 kg: approximately €1,000 per item.

The actual cost depends on the product’s size, weight, pickup location, authorised return destination, and carrier.

Before the return is arranged, we will provide the available return method and applicable cost.

If ChillZone arranges the return, the disclosed return shipping cost may be deducted from the refund where permitted by law. Any cost exceeding the applicable estimated maximum above will be borne by ChillZone unless the additional cost was caused by the customer.

ChillZone bears the return shipping cost when a product is defective, damaged in transit, materially different from its description, incomplete, or incorrect.

6. Exceptions to Change-of-Mind Returns

Change-of-mind returns may not be available for:

  • Products made to the customer’s specifications;

  • Clearly personalised products;

  • Products inseparably mixed with other items after delivery;

  • Sealed products unsuitable for return for health or hygiene reasons after the seal has been removed;

  • Gift cards where exclusion is permitted by applicable law; and

  • Other products excluded by applicable law.

A product is not considered personalised merely because the customer selected a standard colour, size, material, or variation offered on the product page.

Sale and discounted products remain covered by mandatory consumer rights, including the EU right of withdrawal where applicable.

These exceptions do not remove the customer’s rights when a product is damaged, defective, incorrect, unsafe, or not as described.

7. Damaged, Defective, Incorrect, or Incomplete Products

Customers should inspect products as soon as reasonably possible after delivery.

If a product is damaged, defective, incomplete, incorrect, or materially different from its description, contact support@chillzonehome.store and provide:

  • The order number;

  • A description of the issue;

  • Photographs or video of the product;

  • Photographs of the outer and inner packaging; and

  • A photograph of the shipping label.

Please retain the product and packaging until we provide further instructions.

Depending on the circumstances and applicable law, ChillZone may provide:

  • Repair;

  • Replacement;

  • Missing parts;

  • Price reduction;

  • Collection at our expense;

  • Partial refund; or

  • Full refund.

Failure to report visible damage immediately does not automatically remove mandatory consumer rights.

European Union consumers are also protected by the applicable legal guarantee of conformity, which is generally at least two years from delivery and may be longer under national law.

8. Refunds for EU Withdrawals

When an EU customer exercises the statutory right of withdrawal, ChillZone will reimburse eligible payments within 14 days after receiving the withdrawal notice.

We may withhold reimbursement until:

  • We receive the returned product; or

  • The customer provides evidence that the product has been dispatched,

whichever occurs first.

If the entire order is returned, the refund will include the cost of our least expensive standard outbound delivery method.

If the customer selected premium, express, or another delivery method costing more than our standard delivery method, the additional delivery cost will not be refunded.

For partial returns, the original outbound shipping charge will only be refunded where required by applicable law or where that charge related exclusively to the returned product.

Refunds will be issued to the original payment method unless the customer expressly agrees otherwise.

9. Other Refunds

For voluntary returns outside the EU statutory withdrawal period, we will notify the customer after the returned product has been received and inspected.

Approved refunds are normally issued to the original payment method within 10 business days after inspection.

Original outbound shipping charges are not normally refunded for voluntary change-of-mind returns outside the EU statutory withdrawal period unless required by law.

Bank or payment-provider processing times may cause an additional delay before funds appear in the customer’s account.

Where permitted by law, we may deduct:

  • Disclosed customer-paid return shipping costs;

  • Diminished value caused by excessive handling;

  • Missing components; or

  • Damage caused after delivery.

No deduction will be made for damage caused by ChillZone, its supplier, or its carrier.

10. Exchanges

Direct exchanges cannot be guaranteed because product availability may change.

The fastest method is normally to return the original product and place a new order.

This does not affect any right to request replacement of a defective, damaged, incomplete, or incorrect product.

11. Order Cancellations

Contact support@chillzonehome.store as soon as possible if you wish to cancel an order before dispatch.

You may also submit a cancellation request through your ChillZone customer account while the order remains eligible.

We will attempt to cancel the order, but cancellation cannot be guaranteed after processing or dispatch has begun.

This does not affect any statutory right of withdrawal available after delivery.

12. Refused and Uncollected Deliveries

Refusing delivery does not automatically constitute a valid cancellation or withdrawal notice. Customers should contact ChillZone separately to confirm their decision.

Where permitted by law, return transportation, storage, or handling costs caused by an unjustified refusal, incorrect address, repeated failed delivery attempts, or failure to collect an order may be deducted from the refund.

No such deduction will apply where delivery was refused because:

  • The product was visibly damaged;

  • An incorrect product was delivered;

  • The carrier requested an unexpected import charge that should have been covered by our DDP shipping terms; or

  • Delivery failed because of an error by ChillZone, its supplier, or its carrier.

13. Business and Contact Information

Legal seller: Individual Entrepreneur Nizam Kenzhebekovich Duisheev, trading as ChillZone
Registration date: May 17, 2024
Registered address: 49 Toktogul Street, Birdik Village, Dostuk Aiyl Aimak, Alamudun District, Chuy Region, Kyrgyz Republic
Email: support@chillzonehome.store
Website: https://www.chillzonehome.store

The registered address above is our legal business address and is not a return warehouse.

Do not send products to this address unless specifically instructed by ChillZone. After receiving a return request, we will provide the correct authorised return address.

MODEL EU WITHDRAWAL FORM

Complete and send this form only if you wish to withdraw from your purchase. You may also send any other clear statement communicating your decision to withdraw.

To:
Individual Entrepreneur Nizam Kenzhebekovich Duisheev, trading as ChillZone
49 Toktogul Street
Birdik Village, Dostuk Aiyl Aimak
Alamudun District, Chuy Region
Kyrgyz Republic
Email: support@chillzonehome.store

I/We hereby give notice that I/we withdraw from the contract for the purchase of the following goods:

Product(s): ______________________________

Order number: ___________________________

Ordered on: _____________________________

Received on: ____________________________

Customer name: __________________________

Customer address: _______________________

Date: __________________________________

Customer signature, only if submitted on paper: