We want your pieces to arrive as expected. Contact support@chavoyatrade.store for all return, exchange, damage and refund requests.
1. 30-day return request window
For eligible products, request a return within 30 days after delivery. Change-of-mind returns must be unused, in their original condition and returned with their original packaging where reasonably available. Include your order reference and the item(s) you wish to return.
2. Return approval & address
Contact us before sending anything back. We will provide the return instructions and correct return address. Keep your shipping receipt and use an appropriately protected, trackable service. The approval process does not limit rights you may have under applicable consumer law.
3. Who pays return shipping?
We cover reasonable return shipping costs for verified defects, damage or an incorrect item supplied by us, and will provide instructions before return. For an eligible change-of-mind return, the customer pays return shipping. Any non-refundable original shipping charge or deduction must be disclosed in the order terms and remains subject to applicable consumer rights.
4. Damaged, defective or wrong items
Contact us promptly with your order reference and clear photographs of the item, parcel and protective packaging. Retain everything until we advise you. We will review the issue and offer an appropriate remedy, such as replacement or refund. Please do not discard or return the item until instructed.
5. Refund timing & method
After the returned item has been received and inspected, we notify you of the outcome. Approved refunds are processed to the original payment method within 5–10 business days after inspection and approval. Your payment provider may require additional posting time. If you have not received the refund after that period, contact us with the order reference.
6. Exchanges
Exchanges depend on stock and delivery availability. Contact us to confirm the replacement piece and any price or shipping difference before returning the original item. If an exchange is unavailable, an eligible refund can be arranged.
7. Exceptions & condition
Any product-specific exception, such as a personalised or made-to-order piece, must be clearly disclosed before you confirm the order. Such exceptions do not exclude remedies for defects, misdescription or other mandatory consumer rights. Ordinary variation specifically described for a piece should be reviewed before ordering.
8. Cancellations
Contact us as soon as possible to request cancellation or an order change. We will confirm whether fulfilment has begun. Once dispatched, the applicable return process applies; product-specific exceptions are disclosed before ordering.