Terms of service

Effective date: July 20, 2026

These Terms of Service (“Terms”) govern access to and use of https://chillgen.com, including its information, features, products, tools, and related services.

The website is operated by CHILLGEN LLC, doing business as CHILLGEN. References to “CHILLGEN,” “we,” “us,” and “our” refer to CHILLGEN LLC.

By visiting the website, creating an account, submitting information, placing an order, or purchasing a product, you agree to these Terms and the policies referenced on the website.

1. Eligibility and Lawful Use

You must be legally capable of entering into a purchase in your place of residence, or use the Services with the involvement and permission of a parent or legal guardian.

You may not use the website, products, or Services for an unlawful, fraudulent, abusive, deceptive, or unauthorized purpose.

2. Customer Accounts and Information

You agree to provide accurate, current, and complete account, contact, billing, payment, shipping, and personalization information.

You are responsible for maintaining the confidentiality of account credentials and for activity conducted through your account.

Notify us promptly if you believe your account, payment information, or personal information has been accessed or used without authorization.

3. Products and Product Information

CHILLGEN offers rugs, personalized and custom rugs, and related products. Matching tapestries may be offered as optional add-ons with selected rug products.

Products are available in the sizes, shapes, styles, designs, and other options shown on each product page. Additional custom sizing is available only when expressly offered or confirmed by CHILLGEN.

We make reasonable efforts to display product descriptions, photographs, measurements, colors, prices, and available options accurately.

Actual appearance may vary slightly because of screen settings, lighting, photography, texture, printing, and normal production variation.

Product photographs may include furniture, décor, or other items not included with the purchase unless the product page expressly states otherwise.

4. Personalized and Custom Products

Certain products may be personalized or customized using customer-selected or customer-submitted names, text, dates, photographs, artwork, logos, colors, layouts, sizes, shapes, styles, or other details.

Where a Customize function is available, you are responsible for reviewing the displayed preview and all order information before checkout.

Once a personalized or custom order has entered processing or production, it is generally final sale and cannot normally be returned, exchanged, changed, or refunded.

This restriction does not apply when the product is damaged, defective, incorrect, or materially different because of a CHILLGEN error, or when applicable law requires a remedy.

5. Customer-Submitted Content

By uploading or submitting content for personalization, you represent that you own the content or have permission to use it and that its use does not violate any copyright, trademark, privacy, publicity, or other legal right.

You must not submit content that is:

• Unlawful or harmful.
• Misleading or unauthorized.
• Abusive, discriminatory, or offensive.
• Malicious or technically harmful.
• Infringing on another person’s legal rights.

We may reject, suspend, or cancel an order containing prohibited content.

You authorize CHILLGEN and its service providers to use submitted content only as reasonably necessary to review, produce, process, fulfill, ship, support, and resolve issues relating to the order.

6. Orders and Acceptance

Placing an order is an offer to purchase the selected products. An automated confirmation acknowledges receipt but does not guarantee final acceptance.

An order may be held, rejected, limited, or cancelled when reasonably necessary, including because of:

• Product availability.
• Pricing or technical errors.
• Incomplete or inaccurate information.
• Failed payment authorization or verification.
• An unsupported shipping address.
• Suspected fraud or unauthorized payment activity.
• Prohibited customer-submitted content.
• A violation of these Terms or another store policy.

If CHILLGEN cancels an order after collecting payment, the applicable amount will be returned to the original payment method.

7. Order Review, Changes, and Cancellations

You are responsible for reviewing the complete order before checkout, including:

• The selected product.
• Size, shape, style, and quantity.
• Personalization details.
• Uploaded photographs, artwork, or other content.
• Billing information.
• Shipping address.

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.

8. Prices, Promotions, and Taxes

Prices, promotions, discounts, and product availability may change without prior notice.

The amount charged is generally the amount displayed at checkout, except when there is an obvious pricing, technical, or system error.

Promotions may apply only to eligible products, dates, customers, or order amounts and may not be combined unless expressly stated.

Applicable taxes and any shipping charge or discount will be displayed at checkout when required.

9. Payment

You represent that you are authorized to use the payment method submitted and agree to pay the complete order total.

An order may be delayed, held, or cancelled if payment cannot be authorized, processed, or verified.

10. Shipping and Delivery

Orders are processed and shipped according to our Shipping Policy.

Processing and delivery timeframes are estimates unless expressly stated otherwise, and delivery dates are not guaranteed.

You are responsible for providing a complete and accurate shipping address.

Tracking information will be sent to the order email when available after shipment.

11. Returns, Refunds, and Product Claims

Returns, refunds, replacements, exchanges, and claims concerning damaged, defective, incorrect, or materially different products are governed by our Return and Refund Policy.

A request does not automatically guarantee a particular resolution.

CHILLGEN may request order details, photographs, packaging information, or other reasonable evidence before deciding the appropriate resolution.

12. Product Care and Customer Responsibility

You are responsible for reviewing and following product care, cleaning, storage, placement, and use instructions.

CHILLGEN is not responsible for damage caused by:

• Misuse or unintended use.
• Improper cleaning or washing.
• Failure to follow care instructions.
• Improper placement or storage.
• Unsuitable environmental conditions.
• Alteration after delivery.
• Normal wear and tear.
• Pets, furniture, sharp objects, heat, moisture, or chemicals.

This does not limit responsibility for a defect that existed at delivery or any right that cannot legally be excluded.

13. Errors, Inaccuracies, and Availability

The website may occasionally contain errors, omissions, or outdated information concerning products, measurements, prices, promotions, availability, processing times, delivery estimates, or customization options.

We may correct information, update content, limit quantities, discontinue products, or cancel an affected order.

If an error materially affects an accepted order, we will make reasonable efforts to contact the customer and provide an appropriate resolution.

14. Reviews, Feedback, and Other Submissions

Any review, comment, photograph, suggestion, or feedback you submit must:

• Reflect an honest experience or opinion.
• Not contain false or misleading claims.
• Not violate another person’s rights.
• Not contain unlawful or abusive material.

You grant CHILLGEN a non-exclusive, worldwide, royalty-free license to use, reproduce, edit, publish, display, and distribute submitted feedback for operating, improving, and promoting the Services, subject to applicable law.

You remain responsible for the content and accuracy of your submission.

15. Intellectual Property

The CHILLGEN name, logos, product and website content, photographs, graphics, videos, written materials, and website design are owned by or licensed to CHILLGEN and protected by applicable law.

You may use the website only for personal, non-commercial shopping.

Without written permission, you may not:

• Copy or republish website content.
• Modify or distribute website materials.
• License or sell website content.
• Scrape or commercially exploit website content.
• Use CHILLGEN branding in a way that suggests affiliation or endorsement.

16. Third-Party Services and Links

The Services may rely on or link to independent third parties, including:

• Shopify.
• Payment providers.
• Shipping providers.
• Personalization tools.
• Analytics services.
• Customer-support tools.
• Social media platforms.

Third-party services are governed by their own terms and privacy notices.

CHILLGEN does not control and is not responsible for independent third-party websites, content, security, availability, or practices.

17. Relationship with Shopify

Shopify provides the e-commerce platform used to operate the store.

Purchases through CHILLGEN are transactions between the customer and CHILLGEN.

Shopify is not the seller of CHILLGEN products and is not responsible for:

• Product descriptions.
• Product customization.
• Order acceptance.
• Production or fulfillment.
• Shipping or delivery.
• Customer service.
• Returns or refunds.

18. Privacy and Personal Information

Personal information is handled according to our Privacy Policy.

Because the store is hosted by Shopify, information about website access, use, and purchases is processed by Shopify and may be used to provide services that incorporate interactions with CHILLGEN, other merchants, and Shopify.

Information may be disclosed to service providers that support:

• Payments.
• Production and fulfillment.
• Shipping and delivery.
• Fraud prevention and security.
• Customer support.
• Analytics and website operations.

Review our Privacy Policy for more information and available privacy choices.

19. Prohibited Uses

You may not:

• Violate any applicable law or another person’s legal rights.
• Engage in fraud, deception, impersonation, phishing, spam, or unauthorized payment activity.
• Transmit malicious code.
• Interfere with website security or operation.
• Attempt unauthorized access to accounts, systems, or information.
• Collect personal information without permission.
• Copy, scrape, resell, or commercially exploit website content without authorization.
• Circumvent security, access-control, or technical measures.

We may restrict or terminate access when we reasonably believe these Terms have been violated or the website, customers, CHILLGEN, or another person is at risk.

20. Website Availability and Disclaimers

The website and Services are provided on an “as available” basis.

We do not guarantee uninterrupted availability, perfect security, or freedom from technical errors.

Nothing in these Terms excludes a warranty, consumer right, or remedy that cannot legally be excluded.

21. Limitation of Liability

To the fullest extent permitted by law, CHILLGEN and its owners, employees, contractors, affiliates, licensors, and service providers will not be liable for indirect, incidental, special, punitive, or consequential losses arising from:

• Website use or inability to use the website.
• Independent third-party services.
• Incorrect customer-submitted information.
• Misuse or improper care of a product.
• Events outside our reasonable control.

Where liability cannot be excluded, it is limited to the maximum extent permitted by applicable law.

22. Indemnification

To the extent permitted by law, you agree to indemnify and hold CHILLGEN and its service providers harmless from third-party claims arising from:

• Your violation of these Terms.
• Your unlawful or unauthorized use of the website.
• Your infringement of another person’s rights.
• Content submitted without proper authorization.

23. Events Outside Our Control

CHILLGEN is not responsible for delay or failure caused by events outside our reasonable control, including:

• Severe weather or natural events.
• Transportation or carrier interruptions.
• Government actions.
• Labor interruptions.
• Internet, platform, or system failures.
• Similar circumstances outside our reasonable control.

24. Severability and Waiver

If any provision of these Terms is found invalid or unenforceable, it will be limited or removed only to the extent necessary, and the remaining provisions will continue in effect.

Failure to enforce a provision is not a waiver of the right to enforce it later.

25. Entire Agreement

These Terms, together with the Privacy Policy, Shipping Policy, Return and Refund Policy, Legal Notice, and any product- or promotion-specific terms displayed on the website, constitute the agreement governing website use and purchases from CHILLGEN.

26. Changes to These Terms

We may update these Terms to reflect changes in our products, Services, website features, business practices, technology, or legal obligations.

The current version will be posted on this page with its effective date.

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.