At CHANMEL, we stand behind the premium quality of our products. To ensure a completely transparent, compliant, and secure shopping experience, our return and refund policy is strictly aligned with global consumer protection mandates, Google Merchant Center (GMC) requirements, and international marketplace standards.
1. 30-DAY RETURN WINDOW
We enforce a strict 30-day return policy. You have exactly 30 days after the chronological date of receiving your shipment to lodge an official return or exchange request. Any requests initiated after this 30-day window has elapsed are legally ineligible for processing, returns, or refunds.
2. RETURN ELIGIBILITY & PRODUCT CONDITION
To qualify for an authorized return or exchange, your item must maintain 100% of its original commercial value. It must adhere to the following mandatory conditions:
• Only New Products Accepted: We strictly accept returns for new, completely unused, uninstalled, and unaltered products. This includes items that are unopened in their original factory packaging or have never been used.
• Original Packaging & Pallets: The item must be secured inside its original structural packaging (including all protective foam and bands) and must remain on its original wooden shipping pallet (applicable for heavy freight/LTL items).
• Proof of Purchase: The return must be accompanied by all original tags, assembly instructions, hardware accessories, and your official receipt or digital proof of purchase.
• Authorization Required: Items dispatched back to our facilities without first requesting and securing an authorized Return Merchandise Authorization (RMA) from our support team will be strictly rejected at the loading dock.
3. RETURN METHOD: BY MAIL ONLY
• In alignment with our global logistics network and the heavy industrial/home equipment nature of our catalog, all returns must be executed By Mail / Freight Carrier only.
• We do not offer brick-and-mortar in-store returns, nor do we accept drop-offs at standard parcel drop-off locations due to carrier weight and dimension restrictions.
4. RETURN SHIPPING FEES & RESTOCKING FEES STRUCTURE
Responsibility for return shipping costs, return labels, and restocking overhead is strictly categorized based on the underlying reason for the return:
• Defective, Damaged, or Incorrect Items (Merchant Responsibility): If the return is due to a verifiable manufacturing defect, transit damage (which must be properly documented on the carrier's Proof of Delivery receipt upon arrival), or an incorrect product shipment, CHANMEL will cover 100% of the costs. We will issue a pre-paid return shipping label via email for you to download and print, or we will coordinate a professional freight carrier pickup at our sole expense.
• Buyer’s Remorse Returns (Customer Responsibility & Return Label): If you initiate a return due to buyer’s remorse (including but not limited to: changing your mind, selecting the incorrect size/dimensions, color preferences, or the item being no longer required for your ongoing construction project), the return label and shipment are under Customer Responsibility. The buyer is fully responsible for independently arranging, scheduling, and paying 100% of the actual return shipping/freight fees via their chosen carrier.
• Restocking Fee: All authorized returns resulting from buyer’s remorse are subject to a mandatory Restocking Fee equivalent to 15% of the original product purchase price. This 15% fee will be directly deducted from your final refund settlement to cover specialized warehouse inspection, asset re-evaluation, and heavy-palletization recovery.
5. EXCHANGES
The most efficient and secure method to execute an exchange is to initiate a standard return for the product you currently hold by following the instructions in Section 4. Once your return is officially accepted, received, and approved at our fulfillment center, you may proceed to make a completely separate, independent new purchase for the correct item or dimensional variant directly on our website.
6. EUROPEAN UNION 14-DAY COOLING-OFF PERIOD
Notwithstanding the terms outlined above, if the merchandise is being purchased from and dispatched into the European Union, you possess the legal right to cancel, revoke, or return your order within 14 days for any reason and without further justification. To qualify under this regional consumer protection mandate, the item must strictly adhere to all basic product condition requirements listed in Section 2 (New, unused, in original factory packaging with proof of purchase).
7. REFUND PROCESSING TIME & METHOD
Once your return shipment is safely delivered to our designated fulfillment infrastructure and successfully passes our quality-control inspection, we will issue an official email notification confirming the approval or rejection of your refund.
• Approved Refunds: Upon approval, your net refund (minus the 15% restocking fee for all remorse returns) will be automatically credited back to your original payment method within 15 days.
• Financial Institution Processing: Please acknowledge that banks and credit card issuers frequently require additional internal billing cycles to process and post-retail credit transactions to your account statement.
• Escalation Protocol: If more than 30 days have elapsed since your return passed our facility's quality inspection and secured official approval, please contact our financial reconciliations department at sam.cai@highsky-group.com.
8. CONTACT INFORMATION
For any questions regarding returns, tracking an active return freight shipment, or checking on refund statuses, please reach out directly to our dedicated customer support desk:
• Email: sam.cai@highsky-group.com