Chalovelo Return & Refund Policy

English Version

## 1. Order Cancellation / Return Initiation
- Orders can be canceled before shipment. A full refund will be processed.
- Once an order has been shipped, cancellation is not possible. Instead, a return request must be made after receiving the item.

## 2. Return Policy
- Returns must be requested within 7 days of receipt (only for unopened, unused items with original packaging intact).
- Return requests require order number, purchase channel, reason for return, and photos of the product.
- Return shipping costs are generally borne by the buyer, unless the return is due to a product defect.
- After the returned goods are inspected and confirmed, refunds will be processed within 5–7 business days.

## 3. Refund Conditions
- Items eligible for return and confirmed in good condition (no signs of use or damage) will be refunded for the product price (excluding shipping, taxes, duties).
- If a product is found to be defective or not as described, we will cover return shipping and issue a full refund.
- Refunds will be made via the original payment method.

## 4. Replacement / Exchange
- For products with quality issues, we provide a replacement service (same model or equivalent).
- Exchange requests must include defect descriptions, and photos/videos as evidence.
- Shipping cost arrangements for exchange will be communicated during the process.

## 5. Limitations & Unacceptable Returns
The following items are not eligible for return / refund / exchange:
- Returns requested past the 7-day window;
- Products that have been used, opened, or show noticeable wear;
- Damage caused by misuse, abuse, modification, or unauthorized repair;
- Items with missing parts, incomplete packaging, or lost accessories;
- Subjective “preference” reasons (e.g. “I don’t like it”);
- Certain products (such as intimate contact parts, disposable items, etc.) may be non-returnable.

## 6. Disputes & Policy Changes
- Chalovelo reserves the right of final interpretation of this Return & Refund Policy.
- Any changes to this policy will be posted on our website and will not be notified individually.