Exchanges and Returns

  1. GENERAL

    1.1. At "Chyll", we are committed to providing high-quality products. Whilst we hope you are delighted with your order; we do offer exchanges.

  2. EXCHANGE POLICY

    2.1. Eligibility:
    Products eligible for exchanges include those that are unused, in their original packaging, and in the same condition as received. This means that the item should not have been used, washed, or damaged in any way. All tags, labels, and accessories that came with the product must be included.

    2.2. Timeframe:
    Customers can initiate an exchange request within 7 days of receiving the product. This timeframe allows customers a reasonable period to inspect the product, ensure it meets their expectations, and request a refund or exchange if needed.

    2.3. Condition:
    Returned items must be in pristine condition, just as they were when initially received. This includes being unused, unworn, unaltered, and with all original tags and packaging intact. Any signs of use, damage, or alterations may result in the item being ineligible for exchange.

    2.4. Exchange Process:

    • Contact Customer Support: Contact us within 7 days of receiving the product to initiate an exchange.
    • Provide Order Information: Share your order details and reason for exchange.
    • Verification and Eligibility: We'll verify and check the eligibility of the item(s) for exchange.
    • Select Replacement Item: Choose a replacement item if desired; we'll assist you in finding a suitable option.
    • Handling Price Differences: Any price differences between items will be managed accordingly.
    • Return Shipping Instructions: We'll provide instructions for returning the original item.
    • Receive Replacement Item: Once we receive the original item, we'll ship the replacement to you.
    • Completion of Exchange: Upon receiving the replacement and verifying satisfaction, the exchange is complete.

    2.5. Shipping:
    Customers are responsible for the cost of return shipping. Return shipping costs will not be refunded as part of the exchange process. It's important to ensure that the return shipment is adequately packaged and insured to prevent any damage during transit.

    2.6. Procedure:

    • Contact Customer Support: To initiate an exchange request, please contact our customer support team via email at thechyllstore@siardigital.com or contact us at +92 307 296 7776.
    • Provide Order Information: When contacting us, please provide the following order details: order number, item(s) you wish to exchange, and reason for exchange.
    • Submit Request: Follow the instructions provided by our team to submit your exchange request.
    • Await Approval: After submitting your request, our team will review it for eligibility and approval.
    • Confirmation: Once your exchange request is approved, you will receive confirmation along with any further instructions if necessary.
    • Exchange Processing: Proceed with the return shipment as per the provided instructions and select a replacement item for exchange.
    • Completion: Upon receiving and verifying the returned item(s), we will proceed with the replacement shipment accordingly.

    2.7. Communication:
    Throughout the exchange process, customers will receive timely communication via email. This includes confirmation of the exchange request, updates on the status of the request, and notification of the replacement shipment.

    2.8. Liability:
    Customer Responsibility: Customers are responsible for ensuring the eligibility and condition of returned items. It's important to follow the guidelines outlined in our policy to avoid any issues with the exchange process. Retailer Responsibility: We are committed to processing eligible exchanges according to our policy. Our goal is to ensure a seamless and satisfactory experience for our customers.

    2.9. Exceptions:
    Items marked as final sale at the time of purchase are non-returnable and non-exchangeable. Please ensure that you carefully review final sale items before purchasing, as they are sold as-is without the option for returns or exchanges.

    2.10. Dispute Resolution:
    Any disputes related to returns or exchanges will be handled with transparency and fairness. Customers can reach out to our customer support team to discuss any concerns or issues regarding their return or exchange requests. We aim to resolve disputes promptly and ensure a positive resolution for our customers.

  3. DEFECTIVE PRODUCTS

    3.1. At “Chyll”, we prioritize quality assurance to ensure that customers receive products free from defects. Our quality checks include thorough inspections during manufacturing and packaging stages.
    Furthermore, we adhere to strict quality control standards and industry best practices throughout the production process. This includes using high-quality materials and implementing measures to prevent defects during handling and shipping.

    3.2. Notification of Defect:
    If you receive a product with defects, kindly notify us within 48 hours of receiving the item. To notify us of a defective product, please contact our customer service team at +92 307 296 7776 or thechyllstore@siardigital.com, and provide the following information to justify your claim:

    • Order number or reference
    • Description of the defect
    • Clear photos or videos showing the defect
    • Any other relevant details or documentation related to the defect

    3.3. Return Process:
    We will guide you through the return process to our address in Pakistan. All shipping and customs charges associated with the return are to be covered by the customer. Please follow these steps:

    • Notify us of any defects within 48 hours of receiving the item, providing order details and evidence of the defect.
    • Upon approval, securely pack the item and ship it to our return address at your expense.
    • Once received, we'll assess the defect and offer a resolution, which may include the replacement, store credit, or refund (if eligible).

    3.4. Thorough Investigation:
    Upon receiving the defective product, we will conduct a comprehensive investigation to assess the reported issues.
    Our investigation process includes visual inspections, documentation review, communications, and an internal review to thoroughly assess reported issues with the items and determine the appropriate resolution.

    3.5. Refund or Replacement:
    Based on our findings and in adherence to our policy, we will proceed with either a refund or a replacement.

    3.6. Discretion of the Brand:
    The brand reserves the right to make final decisions on refunds and replacements based on the outcome of the investigation.

  4. CANCELLATION POLICY

    4.1. Eligibility:
    Customers can initiate a cancellation request within 24 hours of placing their order, provided that the order has not been shipped. After this timeframe, cancellation requests may not be accommodated, as per the timeframe mentioned in section 4.2. Cancellation requests are subject to approval and will not be possible for orders already processed or shipped. If the time window for cancellation has elapsed, the customer will not be allowed to cancel their order, and all associated costs will have to be borne by the customer.

    4.2. Timeframe:
    Customers can initiate a cancellation request within 24 hours of placing their order, provided that the order has not been shipped. After this timeframe, cancellation requests may not be accommodated.
    To cancel an order, please contact our customer service team immediately with your order number.

    4.3. Refund Process:
    If a cancellation is approved, refunds will be issued in the form of store credit of the same value. This store credit is valid for the online store only and must be used within 1 month from the date of issuance. The expected timeframe for processing refunds is 7-14 business days from the date of cancellation approval.

    4.4. Exceptions:
    Final sale items marked as non-returnable or non-refundable are exempt from cancellation and refund.

    4.5. Procedure:
    To initiate a cancellation request, customers must contact our customer support team at +92 307 296 7776 or thechyllstore@siardigital.com. Please provide your order number and reason for cancellation when contacting us.

    4.6. Communication:
    Upon cancellation of an order, customers will receive a single notification via email and/or SMS to their registered email address and phone number. This notification will confirm the receipt of their cancellation request as well as the status of the cancellation.

    4.7. Liability:
    Customers are liable for providing accurate order details and initiating cancellation requests within the specified timeframe. “Chyll” holds liability for processing cancellations promptly and issuing refunds in accordance with the policy.

    4.8. Changes or Updates:
    Any changes or updates to the cancellation policy will be communicated to customers via email and updated on our website. It is recommended to review the cancellation policy periodically for any revisions.