Refund policy

At Chug Charm, we’re committed to providing top-quality products and a seamless shopping experience. If for any reason you’re not completely satisfied with your purchase, we offer a 30-day return policy to ensure your satisfaction. You have 30 days from the date of delivery to request a return.

Return Eligibility

To qualify for a return, your item must meet the following requirements:

  • The product must be unused, in its original condition, with all tags intact.
  • It must be returned in its original packaging.
  • You must provide a valid proof of purchase, such as an order confirmation or receipt.

Important: Returns must be pre-approved. Please contact us at support@chugcharm.com before sending anything back. Unauthorized returns will not be accepted or processed.

Damaged, Incorrect, or Unsatisfactory Items

If you receive a product that is damaged, incorrect, or otherwise not up to standard, please reach out to us right away. Include your order number and attach a clear photo of the item. After verifying the issue, we will send you a prepaid return shipping label and instructions.

Once we receive and inspect the return, we’ll either issue a refund or arrange an exchange, based on your preference.

Note: Return shipping labels are only valid until their indicated expiration date. Please ensure your return is handed over to the carrier before the label expires to avoid delays or cancellation.

Refunds Without Return

In specific situations, a refund may be granted without requiring the item to be returned. These situations include:

  • The package is lost during shipping.
  • The order hasn’t shipped within 7 business days of purchase.
  • The delivery hasn’t occurred within 30 days of shipping.

If you believe your case qualifies, email us at support@chugcharm.com with your order details.

Non-Returnable Items

Some items are non-returnable due to hygiene or customization. These include, but are not limited to:

  • Perishable products (e.g., food, flowers, or plants)
  • Customized or personalized items
  • Beauty, health, or personal care products
  • Hazardous materials (e.g., flammable liquids or gases)

If you’re unsure whether your item can be returned, feel free to ask us at support@chugcharm.com.

Exchanges

For product exchanges, follow the standard return procedure. Once your return is approved and received, you can place a new order for the desired item. This helps us serve you faster and more efficiently. We’ll notify you once your return is successfully processed.

Return Without Refund

Returns will only be accepted after delivery. Refunds will not be processed unless the returned product is received and approved, except in cases involving lost shipments or failure to meet the stated shipping timelines.

For help with your return, contact us at support@chugcharm.com.

EU 14-Day Right of Withdrawal

If your order was shipped to a destination in the European Union, you have the right to cancel or return it within 14 days of receiving it—no explanation needed. The item must be in unused condition, with tags and original packaging intact, and accompanied by proof of purchase.

To start the process, email us at support@chugcharm.com.

Refund Processing

After your returned item passes inspection, we’ll notify you of refund approval. Refunds are processed through your original payment method within 7 business days. It may take a few extra days for your bank or card provider to complete the transaction.

Shipping fees paid during checkout are non-refundable if the return is due to change of mind. Return shipping is free — we’ll provide a prepaid label.

If you don’t see the refund after 10 business days from approval, please reach out to us at support@chugcharm.com.

Contact Us

For any questions or concerns about returns, refunds, or this policy, please don’t hesitate to contact our customer support team at support@chugcharm.com.