Refund policy

Return Policy & Right of Withdrawal

Is it possible to return my order?

Yes, it is.

If you are not satisfied with the items you have ordered, you have the option to return them within 30 days of receipt. To be eligible for a return, the order must meet the following conditions:

1. The order must contain all original parts and components, and the packaging must be in the same condition as when the product arrived.
2. Only normal handling of the product is evident; damage due to negligent handling is excluded.
3. Products where hygiene is a factor must be thoroughly cleaned before starting the return procedure.
4. The product was found to be defective immediately upon receipt.
5. We reserve the right to charge shipping costs to the customer.
6. Returns will be processed within 7 working days. If the conditions are met, the return will be officially acknowledged within this period.

We reserve the right to refuse returned items if we suspect they have been used or damaged through no fault of our own.

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How can I return my order?

If your order meets the conditions above, please follow these steps to initiate the return process:

• Email us at: support@chicivelle.com
• Ensure your email includes the following information:
  Order number
  Reason for the return request
  A photo of the product (in case of damage)
  Customer’s first name and surname
  Customer’s address

We will then contact you and provide the correct return address. Never return the package to the original sender; we will provide the correct address upon request. You, the customer, are responsible for the return shipping costs.

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RIGHT OF WITHDRAWAL

As a consumer, you have a right of withdrawal if you are an individual entering into a legal transaction for purposes that are not primarily related to your commercial or professional activity.

The withdrawal period is 30 days from the day you, or a third party designated by you (other than the carrier), received or accepted the final item.

Because we operate a fully automated system, orders are processed as soon as they are placed. Consequently, we cannot interrupt the shipping process before delivery. Therefore, a refund is not possible until the goods have been received.

To exercise your right of withdrawal, you must inform us (Chicivelle) of your decision via a clear statement (e.g., by email). The withdrawal is only complete once we have received the goods. The costs of returning the goods are the responsibility of the buyer.

Parcels in Transit

As our goods are shipped from Asia, there may be longer transit times which are beyond our control. If the goods are already in transit, cancellation is not possible. Please wait until you receive the goods before returning them to us. You may, of course, notify us of your cancellation in advance. To ensure the fastest possible processing, we ask that you send us proof of postage/shipping confirmation.

Consequences of Withdrawal

If you withdraw from this contract, we will refund all payments received from you, excluding delivery costs (except for additional costs resulting from your choice of a delivery method other than the cheapest standard delivery offered by us).

This refund will be made without delay and no later than fourteen days from the day we receive both your notice of withdrawal and the returned goods. We will use the same payment method for this refund as you used for the initial transaction, unless expressly agreed otherwise; you will not incur any fees for this refund.