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Refund Policy
Refund Policy
Last Updated: July 19, 2025
At Chtopremise, we want to ensure your complete satisfaction with every purchase. If you are not entirely happy with your order, we offer a straightforward refund and exchange policy as outlined below.
Eligibility for Refunds
To be eligible for a refund, the following conditions must be met:
- The item must be returned within 30 days of the delivery date.
- The item must be in its original condition: unused, unwashed, with all tags and packaging intact.
- Proof of purchase (such as the order confirmation email or receipt) must be provided.
Refund Process
- Initiate the Refund Request: Contact our customer service team at service@chtopremise.com with your order number, the reason for the refund, and clear photos of the item (if applicable).
- Receive Return Authorization: Once your request is approved, we will send you a Return Authorization (RA) number and detailed instructions on how to return the item.
- Return the Item: Package the item securely, clearly mark the RA number on the outside of the package, and ship it to the address provided in the return instructions. Please note that you are responsible for the return shipping costs unless the item is defective or damaged (see section below for details).
- Inspection of Returned Item: Upon receiving the returned item, our team will inspect it to ensure it meets the eligibility criteria.
- Process the Refund: If the inspection is successful, we will process the refund within 5 - 7 business days. The refund will be issued to the original payment method used for the purchase. Please note that the time it takes for the refund to appear in your account depends on your bank or credit card provider, typically ranging from 3 to 10 business days.
Exchange Policy
We do offer exchanges for items that meet the following conditions:
- The item is returned within 30 days of the delivery date.
- The item is in its original condition: unused, unwashed, with all tags and packaging intact.
How to Exchange
- Contact Customer Service: Send an email to service@chtopremise.com with your order number, the reason for the exchange, the details of the item you wish to return, and the details of the item you wish to receive in exchange (including size, color, etc., if applicable).
- Get Exchange Approval: Our customer service team will check the availability of the desired exchange item. If available, we will send you an Exchange Authorization (EA) number and return instructions.
- Return the Item: Ship the item to be exchanged to us following the provided instructions, with the EA number clearly marked on the package. You are responsible for the return shipping costs unless the exchange is due to a defective or damaged item.
- Ship the Exchange Item: Once we receive and inspect the returned item, we will ship the exchange item to you within 3 - 5 business days. If the exchange item has a different price, you will be required to pay the difference before shipping; if it is of lower value, we will refund the difference using your original payment method.
Handling Damaged or Defective Products
If you receive a product that is damaged during shipping or has a manufacturing defect, please follow these steps:
- Notify Us Promptly: Contact our customer service team at service@chtopremise.com within 7 days of receiving the item. Include your order number, a detailed description of the damage or defect, and clear photos or videos showing the issue.
- Assessment: Our team will assess the situation based on the information provided. In most cases, we will not require you to return the damaged or defective item, but we may ask for additional photos if needed.
- Resolution Options: Depending on your preference and the availability of the item, we will offer one of the following resolutions:
- Send a replacement item of the same type, free of charge.
- Provide a full refund to your original payment method.
- Offer an exchange for a different item (with any price difference handled as per the exchange policy).
- Free Shipping for Replacements: If a replacement is sent, we will cover the shipping costs, and we will provide you with a tracking number for the replacement item.
Non - Refundable Items
The following items are non - refundable and non - exchangeable:
- Items that have been used, washed, or altered.
- Items without their original tags or packaging.
- Custom - made or personalized items.
- Gift cards.
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