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 or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@chumartusa.com. Please note that returns will need to be sent to the following address: 1189 S Jellick Ave, City of industry,CA91748
If your return is accepted, we’ll send you a return shipping label, as well as 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 responsibility of the customer.
You can always contact us for any return question 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 stock. This fee is 25% of the item(s)’ cost for all locations, including both commercial and residential.
Reasons for not being able to return the goods for free:
- Delivery delay due to reasons beyond our control;
- The product package was received in good condition, but you no longer need it;
- Any damage caused by wrong operation by the user.
We offer free returns for reasons:
- When you confirm that the package is damaged, please refuse to accept it immediately;
- If we send the wrong product, please provide a picture of the packaging, all labels on the packaging, and SKU (if any);
- If the product you received does not match the description, please provide us with some photos as proof.
Damages and issues
To ensure a smooth delivery, please carefully inspect your package upon arrival. If you notice that the outer packaging is severely damaged, please refuse the shipment on the spot and contact us immediately. After receiving your order, please also open the package to inspect the items. If you find any product to be defective, damaged, or incorrect, please contact us right away so we can promptly assess the situation and resolve it for you.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Order Cancellation
- Open Order: If your order is still open in our system, please contact our customer care team to cancel your order. You will not be charged any shipping or restocking fees.
- Shipped Order: If your order has already shipped, you can refuse the shipment when it arrives at your location or you can accept the order and initiate a return authorization through our returns process. When a shipment is refused, it will come back to our warehouse and you may be charged a restocking fee and any shipping fees associated with the return.
- Received Order: If you have already received your purchased item(s), you will have to contact our customer appreciation team to start a return. You will be provided a return authorization number and instructions to ship your items back.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@chumartusa.com.