Refund policy

RETURNS

Returns

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item(s) must be in the same condition that you received it. Item(s) must BRAND NEW AND UNUSED, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Once the item(s) have been used by the customer they are no longer eligible for refunds.

To start a return, you must contact us at support@chosty.com. If your return is accepted, we’ll send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

All shipping costs related to returns and exchanges are the responsibility of the customer. Please take appropriate action to insure your package(s) correctly. Chosty or any of it's employees and/or representatives are not responsible for lost packages in the mail.

Refunded orders may be subject to a 20% restocking fee. This will be communicated to the customer upon initial return request.

ATTENTION:

If RMA process is not followed, package will be refused and shipped back at customer expense. For international returns, customs invoice needs to accurately reflect that package is a return or customs expenses will be deducted from refund or package refused.

You can always contact us for any return questions at support@chosty.com.

 

Exchanges

We have a 14-day exchange policy, which means you have 14 days after receiving your item to request an exchange. 

To be eligible for an exchange, your item(s) must be in the same condition that you received it. Item(s) must BRAND NEW AND UNUSED, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Once the item(s) have been used by the customer they are no longer eligible for exchanges.

To start an exchange, you must contact us at support@chosty.com. If your exchange request is accepted, we’ll send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

We will notify you once we’ve received and inspected your item(s) for exchange, and let you know if the item(s) are approved or not. Once the exchange request is approved we will contact you via email to complete your exchange request.

All shipping costs related to returns and exchanges are the responsibility of the customer. Please take appropriate action to insure your package(s) correctly. Chosty or any of it's employees and/or representatives are not responsible for lost packages in the mail.

You can always contact us for any return questions at support@chosty.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on clearance, sale items, items sold during sale periods or gift cards. 

Our policy lasts 14 days. If 14 days have gone by since you received your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Several types of goods are exempt from being returned. Perishable goods, Gift Cards, and Sale/Clearance Items cannot be returned.

To complete your return, we require you to contact us via email to inform us of the issue and for us to issue you Return Authorization. If we authorize your return then we require your return package to include identifying information and proof of purchase in the form of a receipt or invoice from our store.

Please do not send your purchase back to the manufacturer without authorization from them first. Unless your return does not meet our requirements by, for example, being even slightly used and under Manufacturer warranty, in which case please contact the manufacturer for information about how they require you to proceed.

Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed in the form of your original method of payment (or a method agreed-upon by both parties).

Late or missing refunds
If you haven’t received a refund from us when expected after being informed that a refund has been sent by us to you, please:
- first check your bank account (again) and confirm that the dollar amount has not been deposited without notification.
- next contact your bank. There is often some processing time before a refund is posted, or a reason on your bank's end that is causing a delay in processing.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@chosty.com and we will dig into things further from our end.

Sale items
Only regular priced and non-perishable items may be refunded, unfortunately sale / clearance and perishable items cannot be returned or refunded.

Exchanges
We can only replace items if they are defective or damaged. If you need to exchange something for the same item, please send us an email at support@chosty.com

Shipping costs
If you are seeking a return/refund/exchange for reasons outside of our control (eg. if you didn't pick your package up at the post office and it was sent back, or you made a mistake in your address, or any other reason through no fault of ours) then you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. Further, Canada Post and other couriers generally charge us a second shipping charge if they are forced to return a package to us - we are charged both to ship the package out to you and then for them to return it back to us if you don't pick your package up or you miss or refuse your delivery and it's sent back to us, for examples. If you receive a refund, all cost of shipping that we incur and that are outside of our fault/control will be deducted from your refunded amount. Some item returns may be subject to a restocking fee (generally 20%) if sent back to us without authorization or with the need for out-of-the-ordinary effort on our part to return it to our shelves or supplier - Special Orders, large-quantity orders or heavy-weight items, or those that need to be re-packaged, and under other circumstances at our sole discretion may be assessed a reasonable restocking fee, so please obtain our thorough and informed authorization before sending back or refusing any delivery.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over $100, you should consider using tracking shipping service or purchasing shipping insurance. We can’t guarantee that we will receive your returned item.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and solve it immediately.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.