Return and Refund Policy

Thank you for shopping with Chillgen. We want you to feel confident when purchasing from our store. This policy explains which products may qualify for a return, refund, or replacement, which situations are not covered, how to submit a request, and how approved claims are processed.

Please review this policy before placing your order. By completing a purchase, you acknowledge that you have reviewed the product information, size details, personalization information, and the terms below.

Quick Policy Summary

1. Standard Non-Custom Rug Returns

Standard, non-custom rugs may be eligible for return when the request is submitted within 30 days of the recorded delivery date.

To qualify for a standard return, the rug must be:

• Unused, unwashed, uncut, and unaltered.
• In its original condition.
• Free from stains, dirt, odors, moisture, pet hair, or signs of use.
• Returned with its original packaging, labels, and included components.
• Securely packaged to prevent damage during return transportation.

A rug may be briefly placed in a room to inspect its size and appearance. However, a rug that has been used for an extended period, exposed to regular foot traffic, washed, damaged, stained, altered, or contaminated may not be accepted.

Chillgen may refuse a return or reduce the refund amount when the product does not meet the return conditions described above.

2. When a Refund or Replacement May Be Approved

A refund or replacement request may be approved when it is submitted within 30 days of delivery and the product:

• Arrives damaged, defective, broken, or unusable.
• Contains an approved manufacturing or printing defect.
• Is materially different from the confirmed product description, customization details, or selected design.
• Is the wrong product, design, or size because of a Chillgen production or fulfillment error.
• Contains a customization error caused by Chillgen.
• Is missing an ordered item or included component.
• Is confirmed lost after the applicable carrier review.

Eligibility will be determined after Chillgen reviews the order details, delivery information, photographs, and any other supporting evidence.

3. Situations Not Covered

Refunds, returns, and replacements are not provided for issues caused by the customer or for products that do not meet the conditions of this policy, including:

• Requests submitted more than 30 days after delivery.
• Selecting the wrong size, product, design, color, personalization option, or shipping address.
• Spelling, name, date, image, punctuation, or text errors entered or uploaded by the customer.
• A change of mind or personal preference.
• The product not matching the customer’s intended room or décor.
• Failure to review the product description, size information, personalization details, or available preview before ordering.
• Damage caused by misuse, washing, alteration, poor care, mishandling, improper storage, or continued use after delivery.
• Products that have been used, washed, stained, soiled, cut, altered, damaged, or contaminated.
• Products returned without prior authorization.
• Products clearly marked as final sale or clearance.
• Gift cards.
• Products purchased from a seller or website other than Chillgen.com.

4. Custom, Personalized, and Made-to-Order Rugs

Custom, personalized, and made-to-order rugs are produced specifically according to the information and options selected or supplied by the customer. Once production has started, these products are considered final sale and cannot normally be returned, exchanged, changed, or refunded.

This includes rugs created using:

• Customer-provided names, text, dates, or messages.
• Customer-uploaded photographs, artwork, logos, or graphics.
• Personalized family, classroom, team, business, or organization details.
• Custom sizes, shapes, layouts, colors, styles, or design selections.
• Any other customization information submitted with the order.

Custom products are not eligible for a return, exchange, refund, or free replacement because of:

• Customer-entered spelling or personalization errors.
• Incorrect size, design, color, or product selections.
• Low-quality, blurry, dark, cropped, compressed, or pixelated images.
• A change of mind or personal preference.
• The customer deciding that another design or size would be more suitable.

A custom or personalized rug remains eligible for review when it arrives damaged, defective, incorrect, contains a production error caused by Chillgen, or is materially different from the personalization details confirmed in the order.

5. Customer-Provided Images and Information

Customers are responsible for reviewing all order and customization information before submitting an order, including:

• Names, spelling, dates, and messages.
• Capitalization and punctuation.
• Photographs, artwork, logos, and graphics.
• Product, color, design, and size selections.
• Shipping information.

Chillgen is not responsible for an error that appears exactly as entered, uploaded, selected, or approved by the customer.

The final print quality of a personalized product may depend on the quality of the uploaded image. A quality issue caused by a blurry, dark, cropped, compressed, pixelated, or low-resolution customer-provided file is not considered a manufacturing defect unless the finished product is materially different from the customization information accepted by Chillgen.

6. Order Cancellation and Modification

Personalized orders may be sent to processing shortly after they are placed. Cancellation requests cannot be accepted after an order has been submitted.

To request a change to the product, size, design, text, image, shipping address, or other order information, contact Chillgen within 2 hours of placing the order.

After this period, the order may be locked for processing or production and cannot be modified. Submitting a request within the 2-hour period does not guarantee that the requested change can be completed.

Orders cannot be changed after they have been shipped or assigned to a shipping carrier.

7. How to Request a Return, Refund, or Replacement

Contact Chillgen Customer Support within the applicable request period and provide:

• Your full name.
• Your order number.
• The name of the affected product.
• A clear description of the issue or reason for the request.
• Clear photographs of the full product.
• Close-up photographs showing the damage, defect, or incorrect detail.
• Photographs of the original package and shipping label when relevant.
• A short video when photographs cannot clearly demonstrate the issue.

Keep the product and its original packaging while your request is being reviewed. Do not wash, alter, dispose of, or return the product unless instructed by Chillgen Customer Support.

Requests submitted without sufficient photographs, order information, or other supporting evidence may be delayed or declined.

8. Review and Available Resolutions

After reviewing an eligible request, Chillgen may offer:

• A replacement product.
• A corrected replacement.
• Shipment of a missing item or component.
• A partial refund.
• A full refund for the affected product.
• Another reasonable resolution agreed upon with the customer.

The appropriate resolution depends on the nature of the issue, the order information, and the supporting evidence provided.

When a replacement can reasonably correct the issue, Chillgen may provide a replacement instead of issuing a full refund. Chillgen may also determine that the affected product does not need to be returned.

9. Return Authorization and Return Shipping

Do not send a product back until Chillgen Customer Support has approved the return and provided the correct return instructions.

Do not send a product to the address shown on the original shipping label unless our support team specifically instructs you to do so. Unauthorized returns may be refused and may not qualify for a refund.

For a standard return caused by a change of mind, incorrect size selection, personal preference, or another reason not caused by Chillgen, the customer is responsible for return shipping costs.

Original shipping charges are non-refundable unless:

• Chillgen sent the wrong product.
• The product has an approved manufacturing or production defect.
• The product is materially different from the confirmed order.
• A refund of shipping charges is required by applicable law.

If Chillgen provides a prepaid return label for a customer-requested standard return, the label cost may be deducted from the approved refund. Any deduction will be disclosed before the return is authorized.

Customers should retain their return receipt and tracking information until the refund has been completed. Chillgen is not responsible for unauthorized returns or return packages lost in transit without valid tracking information.

10. Product Size, Color, and Appearance

Customers are responsible for reviewing the product dimensions and measuring the intended space before ordering. A correctly produced rug is not considered defective because the customer selected the wrong size or because another size would be more suitable.

Minor measurement variations may occur as part of normal production and finishing processes. These minor variations do not automatically indicate a manufacturing defect.

Chillgen makes reasonable efforts to display product colors, artwork, patterns, and details accurately. However, appearance may vary slightly because of:

• Screen brightness and display calibration.
• Device settings.
• Indoor or outdoor lighting.
• Photography conditions.
• Rug texture and surface direction.
• Printing and production processes.
• Normal manufacturing variations.

Minor differences in color, texture, positioning, or appearance are not normally considered defects unless the received product is materially different from the confirmed order.

Furniture, toys, and decorative objects shown in product images are not included unless specifically stated in the product description.

11. Lost, Missing, or Marked-Delivered Orders

A delayed shipment is not automatically considered lost and does not automatically qualify for a refund or replacement. Chillgen may require the customer to cooperate with a carrier investigation before a resolution can be approved.

For a package marked as delivered but not located, please:

• Check the delivery location carefully.
• Ask household members or nearby neighbors.
• Check with building management when applicable.
• Contact the carrier using the tracking information.
• Notify Chillgen promptly if the package remains missing.

The available resolution will depend on the carrier records, investigation, and circumstances of the shipment.

12. Refused, Unclaimed, or Undeliverable Packages

Refusing a package does not automatically qualify an order for a refund. Packages returned because of an incorrect or incomplete address, delivery refusal, failed delivery attempts, failure to collect the package, or failure to respond to the carrier may not qualify for a full refund.

When reshipment is available, the customer may be responsible for additional shipping costs. Custom and personalized products returned as refused, unclaimed, or undeliverable remain subject to the final-sale conditions in this policy.

13. Exchanges

Direct exchanges are not guaranteed.

For an eligible standard, non-custom rug, the customer may request a return and place a separate order for the preferred size, style, or design.

Custom, personalized, and made-to-order rugs cannot be exchanged after production has started unless Chillgen produced or delivered a product that is damaged, defective, incorrect, or materially different from the confirmed order.

14. Refund Processing

Approved refunds will be issued to the original payment method. When a physical return is required, the returned product may be inspected before the refund is approved.

Chillgen aims to process approved refunds within 10 business days after approval or, when applicable, after the returned product has been received and inspected.

Your bank, card issuer, or payment provider may require additional time for the refund to appear in your account. These external processing times are outside Chillgen’s control.

If more than 15 business days have passed since Chillgen confirmed that your refund was issued, please contact our support team.

15. Consumer Rights

Nothing in this policy is intended to exclude or limit any consumer right or remedy that cannot legally be excluded. When applicable consumer protection laws provide mandatory rights for products that are defective, misrepresented, damaged, or incorrectly supplied, those rights will continue to apply.

16. Contact Us

For questions about returns, damaged products, incorrect orders, replacements, refunds, cancellations, or modifications, contact:

Chillgen Customer Support
Website: Chillgen.com
Email: support@chillgen.com

Please include your order number and relevant photographs so that we can review your request efficiently.