Refund policy

At Chilla, your satisfaction is our priority. If you are not completely happy with your purchase, you may return your product for a replacement or in-store credit, subject to the terms below. This policy applies to items bought directly from www.chilla.com 

This policy forms part of our website’s Terms and Conditions. Please note: nothing in this policy limits your statutory rights.

Returns

• Package products securely to protect them during transit.
• Return products in their original packaging with all labels attached.
• Clearly mark the return reference number on the outside of the parcel.
• Include all accessories and parts that came with the product.

Note: Failure to meet these requirements may result in delays or the decline of your return.

Exchanges

If you are unhappy with your purchase (for example, due to incorrect size), we will gladly exchange your item if the desired variation is available. We will:

• Arrange collection of the product at a pre-determined rate.
• Deliver the replacement item to you at no additional charge.
• If the requested variation is unavailable, issue an in-store credit for the purchase price within 14 days of receiving your return.

We reserve the right to inspect returned products to validate the return. Please check our FAQs to confirm that your item is eligible for return.

Change of Mind

If you simply change your mind, you may return your product for in-store credit, provided:

• The item is returned in original packaging with all labels.
• The item is not a special order item with a shipping lead time of more than 7 working days (such cancellations incur a 15% restocking fee).
• The item is not a clearance, auction, or second-hand product.
• The item has not been personalised or made to your specifications.

Return shipping for “change of mind” is at your cost. After inspection and validation, in-store credit will be issued within 14 days.

Incorrect Delivery

If you receive the wrong product or if the product is not as described, please notify us. We will arrange collection at no charge. After inspection:

• We will deliver the correct product if available, or
• We will issue an in-store credit for the purchase price within 14 days.

Products Damaged on Delivery

If your product is damaged upon delivery or return, please notify us within 24 hours by logging a return on our website.

• We will refund reasonable courier costs for returning damaged goods (door-to-door courier where applicable).
• After inspection and validation, we will repair, replace, or issue an in-store credit for the purchase price and return shipping, as preferred.

Defective Products

We strive to deliver high-quality, defect-free products. However, please note that the following are not considered defects:

• Normal wear and tear.
• Damage from negligence, abuse, or incorrect usage.
• Damage from inadequate care.
  
• Product specifications that are accurately described but do not meet your personal requirements.

If you return a defective product without all original accessories and parts, we may:

• Refuse the return,
• Only replace the returned item, or
• Estimate the value of missing parts and credit your account accordingly.

For any questions or to initiate a return, please contact us