Refund policy
Effective date: July 20, 2026
This policy explains when a product may qualify for a return, refund, replacement, or other resolution. Please review product information, measurements, selected options, personalization details, and any available customization preview before placing an order.
Do not send a product back without prior authorization and return instructions from CHILLGEN Customer Support.
1. Standard Non-Custom Product Returns
A standard, non-custom product may be eligible for return when the request is submitted within 30 days after the recorded delivery date.
To qualify, the product must be:
- Unused, unwashed, uncut, and unaltered.
- In its original condition and free from stains, dirt, odors, moisture, pet hair, or other signs of use.
- Returned with its original packaging, labels, and included components.
- Securely packaged to prevent damage during return transportation.
A product may be briefly placed in the intended area to inspect its size and appearance. A product that has been used, exposed to regular foot traffic, washed, stained, altered, damaged, or contaminated may not be accepted.
2. Custom, Personalized, and Made-to-Order Products
Custom, personalized, and made-to-order products are produced according to customer-selected or customer-submitted specifications.
Once an order has entered processing or production, these products are final sale and cannot normally be returned, exchanged, changed, or refunded.
This includes products created using:
- Names, text, dates, messages, or other personalized wording.
- Customer-uploaded photographs, artwork, logos, or graphics.
- Selected colors, layouts, designs, sizes, shapes, or styles.
- Any other customization details submitted with the order.
A custom or personalized product remains eligible for review when it:
- Arrives damaged.
- Contains a manufacturing or production defect.
- Is the wrong product.
- Contains a customization error caused by CHILLGEN.
- Is materially different from the confirmed order.
3. Customer Responsibility for Order Details
Customers are responsible for reviewing the complete order before checkout, including:
- Product.
- Size, shape, style, and design.
- Quantity.
- Spelling and punctuation.
- Names, dates, and other personalized text.
- Uploaded photographs, artwork, logos, or graphics.
- Personalization details.
- Billing information.
- Shipping address.
Where a Customize function is available, the customer should review the displayed preview before submitting the order.
CHILLGEN is not responsible for an error that appears exactly as entered, uploaded, selected, or confirmed by the customer.
Print quality may depend on the quality of customer-provided files. Blurry, dark, cropped, compressed, pixelated, or low-resolution content is not considered a production defect when the finished product reasonably reflects the submitted file.
4. Order Cancellations and Modifications
To request a cancellation or modification, contact Customer Support as soon as possible.
An order may be cancelled or modified only if it has not yet entered processing, production, fulfillment, or shipment.
Once processing has started, a cancellation or modification can no longer be guaranteed and may be declined.
Requests concerning product options, personalization details, uploaded files, billing information, or shipping information are subject to the same rule.
5. Eligible Product Issues
Contact CHILLGEN promptly after delivery if a product:
- Arrives damaged, defective, broken, or unusable.
- Contains an approved manufacturing, printing, or customization defect.
- Is the wrong product, design, or size because of a CHILLGEN production or fulfillment error.
- Is materially different from the confirmed order.
- Is missing an ordered product or included component.
Eligibility is determined after review of the order information, delivery records, photographs, and other reasonably requested evidence.
6. Situations Not Covered
Unless required by applicable law, a return, refund, replacement, or exchange will not be approved for:
- A change of mind or personal preference involving a custom or personalized product after processing has started.
- A customer-selected wrong size, shape, color, design, style, product option, quantity, or shipping address.
- Spelling, name, date, image, punctuation, text, or other personalization errors submitted by the customer.
- A product that does not match the customer’s intended décor when it otherwise matches the confirmed order.
- Damage caused by misuse, improper cleaning, washing, alteration, poor care, improper storage, normal wear, or continued use after an issue became apparent.
- A product returned without authorization.
- A product purchased from a seller or website other than CHILLGEN.
- Gift cards or products clearly identified as final sale or clearance, except where applicable law requires a remedy.
7. How to Request Assistance
Contact support@chillgen.com and include:
- Your full name.
- Your order number.
- The affected product.
- A clear description of the issue or requested cancellation or modification.
- Clear photographs of the full product and close-up photographs of the issue, when applicable.
- Photographs of the original packaging and shipping label when relevant.
- Any other information reasonably required to review the request.
Keep the product and original packaging while the request is under review. Do not wash, alter, dispose of, or return the product unless Customer Support instructs you to do so.
8. Available Resolutions
Depending on the issue and available evidence, an approved resolution may include:
- A replacement product.
- A corrected replacement.
- Shipment of a missing item or component.
- A partial refund.
- A full refund for the affected product.
- Return authorization.
- Another reasonable resolution agreed with the customer.
When a replacement can reasonably correct the issue, CHILLGEN may offer a replacement instead of a refund, subject to applicable law.
9. Return Authorization and Return Shipping
Every physical return requires prior authorization.
The correct return instructions and authorized return location will be provided by Customer Support after the request is approved.
Do not use the address shown on the original shipping label unless Customer Support expressly instructs you to do so.
For an approved return caused by a CHILLGEN error, CHILLGEN will cover reasonable return-shipping costs and will not charge a restocking fee.
For an approved standard return not caused by CHILLGEN, the customer is responsible for return-shipping costs. Any applicable deduction or restocking fee will be disclosed before the return is authorized.
Use a trackable return service and keep the receipt until the claim is completed.
CHILLGEN is not responsible for an unauthorized return or a return package lost without valid tracking.
10. Exchanges
Direct exchanges are not guaranteed.
For an eligible standard, non-custom product, a customer may return the product after authorization and place a separate order for the preferred product or option.
Custom, personalized, and made-to-order products cannot be exchanged after processing has started unless the product is damaged, defective, incorrect, or materially different because of a CHILLGEN error.
11. Refunds
Approved refunds are issued to the original payment method.
When a physical return is required, the product may be inspected before the refund is approved.
The time for a refund to appear in the customer’s account may depend on the bank, card issuer, or payment provider.
If an approved refund does not appear within the time stated by your payment provider, contact support@chillgen.com.
12. Product Size, Color, and Appearance
Customers should review product measurements and measure the intended space before ordering.
Minor measurement variation may occur during normal production and finishing.
Colors and appearance may vary slightly because of:
- Screen settings and brightness.
- Device type.
- Indoor or outdoor lighting.
- Photography.
- Product texture.
- Printing processes.
- Normal production variation.
A minor variation is not normally a defect unless the received product is materially different from the confirmed order.
13. Consumer Rights
Nothing in this policy excludes or limits a consumer right or remedy that cannot legally be excluded.
Mandatory rights for defective, damaged, misrepresented, or incorrectly supplied products continue to apply.
Contact Information
CHILLGEN LLC, doing business as CHILLGEN
Website: https://chillgen.com
Email: support@chillgen.com
Phone: (714) 694-2686
Business address: 1209 Mountain Road Pl NE, Ste R, Albuquerque, New Mexico 87110, United States
Customer inquiries may be submitted 24/7. Our support team typically responds within 1–2 business days.
