Refund Policy
We have a 15-day return policy, which means you have 15 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it: unworn, unused, with tags attached, and in its original packaging. You will also need to provide the receipt or proof of purchase.
To start a return, please contact us at info@chumartusa.com. Returns should be sent to the following address:
1189 S Jellick Ave, City of Industry, CA 91748.
If your return is accepted, we will send you a return shipping label and instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
If damage is discovered only after signing for the delivery and the shipment was not refused at the time of delivery, the shipping cost for return or exchange will be the customer's responsibility.
For any return-related questions, you can always contact us at info@chumartusa.com.
Restocking Fees
A restocking fee will be deducted from your return credit to cover the cost of processing the items back into inventory. This fee is 25% of the item(s) cost for all locations, including both commercial and residential addresses.
Eligible vs. Non-Eligible Returns
Returns at Customer’s Expense
Returns will be at the customer’s expense in the following cases:
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Delivery delay due to reasons beyond our control;
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The product package was received in good condition, but you no longer need the item;
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Any damage caused by incorrect operation or use by the customer.
Free Returns
We offer free returns for the following reasons:
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The package is visibly damaged (please refuse acceptance immediately and contact us);
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We sent the wrong product (please provide photos of the packaging, all labels on the packaging, and the SKU if available);
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The product you received does not match its description (please provide photos as proof).
Damages and Issues
To ensure a smooth delivery, please inspect your package carefully upon arrival. If you notice severe damage to the outer packaging, refuse the shipment on the spot and contact us immediately. After receiving your order, open the package and inspect the items. If any product is defective, damaged, or incorrect, contact us right away so we can evaluate the issue and resolve it promptly.
Exceptions / Non-returnable Items
The following types of items cannot be returned:
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Perishable goods (e.g., food, flowers, plants);
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Custom or personalized products;
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Personal care items (e.g., beauty products);
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Hazardous materials, flammable liquids, or gases.
Please contact us if you have questions or concerns about a specific item.
We also cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you receive the correct or desired item is to return the original item. Once your return is accepted, you can make a separate purchase for the new item.
Order Cancellation
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Open Order: If your order is still open in our system, contact our Customer Care team to cancel it. No shipping or restocking fees will be charged.
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Shipped Order: If your order has already shipped, you may refuse the shipment upon delivery or accept it and initiate a return. If the shipment is refused, it will be returned to our warehouse, and you may be charged a restocking fee and associated shipping costs.
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Received Order: If you have already received the item(s), contact our Customer Appreciation team to start a return. You will receive a return authorization number and instructions for shipping the items back.
Refunds
We will notify you once we have received and inspected your return, and inform you whether your refund has been approved. If approved, the refund will be processed to your original payment method within 10 business days. Please note that your bank or credit card company may require additional time to process and post the refund.
If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at info@chumartusa.com.