Return & Refund

We want you to feel confident ordering from Chillgen. Because many of our rugs are personalized or made to order, return eligibility depends on the condition of the item and whether customization was requested.

Order Changes and Cancellations

If you need to update or cancel an order, please contact us as soon as possible at Hello@chillgen.com. We can only make changes before production or fulfillment has progressed too far.

Returns

Non-personalized items may be eligible for return if they arrive unused, unwashed, and in their original condition.

Personalized, customized, or made-to-order rugs are considered final sale unless the item arrives damaged, defective, or materially different from what was ordered.

Damaged or Incorrect Orders

If your order arrives damaged or incorrect, email Hello@chillgen.com within 7 days of delivery and include your order number plus clear photos of the issue. Our team will review the case and help with a replacement, store credit, or refund when appropriate.

Return Shipping

When a return is approved for a non-personalized item, customers are responsible for return shipping unless the product arrived damaged, defective, or incorrect.

Refund Timing

Approved refunds are issued back to the original payment method after the returned item is received and inspected. Please allow 5 to 10 business days for your bank or card provider to post the refund.

Return Address

1209 Mountain Road Pl NE Ste N, Albuquerque, NM 87110, United States

Need Help?

If you have questions before placing an order, please contact us at Hello@chillgen.com. We are happy to help clarify sizing, personalization, shipping, or return eligibility.