Refund policy

Effective Date: September 15, 2026

At CHILLGEN, we want our return and refund terms to be clear before you place an order. Because we offer both standard products and products made specifically for individual customers, return eligibility depends on the type of product purchased.

Important: All returns require prior approval from CHILLGEN Customer Support. Please do not send any product back before contacting us and receiving return instructions and an authorized return address.

1. Standard, Non-Customized Products

Standard, non-customized products may be eligible for return if you contact us within 30 days of the recorded delivery date.

A standard product is a product sold using an existing CHILLGEN design without customer-specific personalization or customer-submitted content.

Selecting a standard size, shape, color, style, or other option already offered on the product page does not, by itself, make the product customized.

To qualify for a return, the product must be:

  • Unused, unwashed, uncut, and unaltered
  • In its original condition
  • Free from stains, dirt, odors, moisture, pet hair, or other signs of use
  • Returned with its original packaging, labels, and included components
  • Securely packaged for return shipping

You may briefly place the product in the intended area to inspect its size and appearance.

Products that have been used regularly, washed, stained, altered, damaged after delivery, or otherwise show signs of use may not qualify for return.

Eligible standard products may be returned for reasons such as a change of mind, an incorrect standard size or option selected by the customer, or personal preference, provided all return conditions above are met.

2. Customized, Personalized, and Made-to-Order Products

A product is considered customized, personalized, or made-to-order when it is produced using customer-specific information, content, or specifications, including:

  • Names, text, dates, or messages
  • Customer-uploaded photographs, artwork, logos, or graphics
  • Customer-requested artwork, layouts, or designs
  • Custom sizes or shapes that are not standard product options
  • Other customer-specific customization submitted or approved for the order

Once a customized or personalized order has entered processing or production, it is generally final sale and cannot be returned, exchanged, changed, or refunded because of change of mind, personal preference, or a customer-submitted error.

However, customized or personalized products remain eligible for review if they:

  • Arrive damaged or defective
  • Contain a manufacturing, printing, or production defect
  • Are the wrong product
  • Contain a customization error caused by CHILLGEN
  • Are materially different from the confirmed order

3. Customer-Submitted Information

Customers are responsible for reviewing their order before checkout, including:

  • Product selection
  • Size, shape, and design
  • Quantity
  • Spelling and personalization details
  • Uploaded photographs, artwork, logos, or other files
  • Billing information
  • Shipping address

Where a customization preview is available, please review it carefully before submitting your order.

CHILLGEN is not responsible for errors reproduced exactly from information, text, photographs, artwork, or other content submitted or approved by the customer.

The quality of customized printing may also depend on the quality of customer-provided files. Low-resolution, blurry, cropped, compressed, dark, or pixelated files are not considered production defects when the finished product reasonably reflects the submitted file.

4. Damaged, Defective, Incorrect, or Missing Products

Please contact CHILLGEN as soon as possible if your order:

  • Arrives damaged, defective, broken, or unusable
  • Contains a manufacturing, printing, or customization defect
  • Contains the wrong product, design, or size because of a CHILLGEN production or fulfillment error
  • Is materially different from your confirmed order
  • Is missing an ordered product or included component

We may request photographs of the product, packaging, shipping label, and other information reasonably necessary to review the issue.

Depending on the circumstances, an approved resolution may include:

  • A replacement
  • A corrected replacement
  • Shipment of a missing item
  • A partial refund
  • A full refund
  • Another appropriate resolution

5. How to Request a Return or Refund

Before returning any product, contact CHILLGEN Customer Support:

Email: support@chillgen.com

Please include:

  • Your full name
  • Order number
  • Product involved
  • Reason for the return or claim
  • Photographs or supporting information when applicable

Our Customer Support team typically responds within 1–2 business days.

Please keep the product and original packaging while your request is being reviewed.

Do not ship a product back before receiving approval from CHILLGEN.

If your return is approved, Customer Support will provide the correct return instructions and authorized return address for your order.

Because return locations may vary depending on the product and fulfillment arrangement, do not send returns to the address on the original shipping label or to our business address unless CHILLGEN specifically instructs you to do so.

Unauthorized returns may not be accepted.

6. Return Shipping Costs

Customers are responsible for the cost of shipping approved returns to the return location provided by CHILLGEN, unless CHILLGEN specifically provides a prepaid return label or applicable law requires otherwise.

Original shipping charges, if any, are not refundable unless required by applicable law.

We recommend using a trackable shipping service and keeping your shipping receipt and tracking information until the return has been completed.

CHILLGEN cannot be responsible for unauthorized return shipments or return packages lost in transit without valid tracking.

CHILLGEN does not charge a restocking fee for approved returns.

7. Exchanges

CHILLGEN does not guarantee direct exchanges.

For an eligible standard, non-customized product, you may complete an approved return and place a separate order for the preferred product or option.

Customized, personalized, and made-to-order products cannot be exchanged after processing or production has started, except when an approved product issue is caused by CHILLGEN.

8. Refunds

Approved refunds are issued to the original payment method.

When a physical return is required, the returned product may be inspected before the refund is approved.

After the returned product is received and the refund is approved, CHILLGEN will process the refund within 5 business days.

After CHILLGEN processes the refund, additional time may be required for the refund to appear in your account depending on your bank, card issuer, or payment provider.

If you believe an approved refund has not been received, please contact support@chillgen.com.

9. Order Changes and Cancellations

To request a cancellation or modification, contact Customer Support as soon as possible.

An order may be canceled or modified only if it has not yet entered processing, production, fulfillment, or shipment.

Once processing or production has started, cancellation or modification cannot be guaranteed and may be declined, particularly for customized and personalized products.

10. Product Size, Color, and Appearance

Please review product measurements and measure your intended space before ordering.

Minor differences in measurements, color, or appearance may occur because of:

  • Normal production tolerances
  • Screen settings
  • Lighting
  • Photography
  • Material texture
  • Printing processes
  • Device displays

Minor variations are not normally considered defects unless the product received is materially different from the confirmed order.

11. Consumer Rights

Nothing in this policy limits any consumer right or remedy that cannot legally be excluded.

Any mandatory rights relating to defective, damaged, misrepresented, or incorrectly supplied products continue to apply.

Contact Us

CHILLGEN is operated by:

Northwind Trade LLC
1209 Mountain Road Pl NE, Ste R
Albuquerque, New Mexico 87110
United States

Website: https://chillgen.com
Email: support@chillgen.com
Phone: +1 (714) 694-2686

Customer inquiries may be submitted at any time. Our Customer Support team typically responds within 1–2 business days.