We stand behind the craftsmanship of every cup, teapot, vase, and homeware piece we offer. Our website accepts returns for both defective and non-defective products under the conditions set forth below.
Full Refund Eligibility
The following situations qualify for a full refund:
- Unreceived Orders: Items lost in transit
- Damaged / Defective: Verified physical damage or functional flaws upon arrival
- Not as Described: Significant deviation from website specifications or product images
Return for Refund Eligibility
The following situations qualify for a return for a refund:
- New & Lightly Used Items: Unused, opened, or lightly used products in resalable condition, with original packaging, within 30 days of delivery
- Incorrect Item Shipped: If we ship the wrong item, return shipping will be covered by us
Non-Refundable Cases
Refunds or returns will not be accepted in the following cases:
- Orders shipped to customer-provided incorrect or incomplete addresses
- Custom-made or final-sale discounted items
- Items returned without prior authorization
- Items returned after the 30-day window
Refund Request Protocol
- Confirm Eligibility: Contact our customer service team to verify whether your product qualifies for return or refund.
- Notify Us: Email us at service@chicoen.com within 30 days of delivery. Please provide:
-
- Order number
- Photo or video evidence of the issue (if applicable)
- Brief description of the reason for return
Returns Process
- Authorization & Instructions: After confirming eligibility, we will email you:
- Return authorization confirmation
- Nearest warehouse return address (please do not ship to our corporate registered address)
- Prepaid shipping label (if applicable, for our error cases)
- Ship Back: Please ship the items in original packaging within 10 days of receiving the return authorization. No restocking fees will be applied.
- Refund Issuance: After warehouse inspection confirms the condition of the returned item, refunds will be processed within 3 calendar days of approval. The refund will be issued to your original payment method.
Shipping Responsibility
| Scenario | Cost Responsibility |
|---|---|
| Our error (wrong item shipped, damaged, or defective) | Full return shipping covered by us |
| Customer change of mind or no longer wanted | Customer pays return shipping |
| Item not as described | Full return shipping covered by us |
Order Cancellations
- Before Shipment: You may cancel your order within 24 hours of placing it for a full refund.
- After Shipment: If you wish to cancel after shipment, you may refuse delivery upon arrival. Refund will be issued minus the original shipping fees.
Exchanges
- Exchanges are available for the same product in a different color, finish, or size (if applicable).
- Customer covers all shipping costs associated with exchanges.
- Exchange requests must be submitted within 30 days of delivery.
Our Commitment to You
- Hassle-Free Returns: No restocking fees. We accept new and lightly used items in resalable condition.
- Transparent Process: Clear timelines and straightforward procedures, with no hidden clauses.
- Customer-Centric Approach: We prioritize swift resolutions and fair outcomes for every return request.
- Quality Packaging: We use reusable and recyclable materials whenever possible.
Contact for Returns
If you have any questions about our return and refund policy, or if you wish to initiate a return, please contact us:
- Company: Guangzhou Yingxiang Trading Firm
- Unified Social Credit Code: 91440118MA9YELQ97K
- Address: Room 203, No. 21, Liwu Road, Ciling Village, Zhongxin Town, Zengcheng District, Guangzhou City, Guangdong Province, China
- Postal Code: 511399
- Service Email: service@chicoen.com
- Phone: +86 182 3909 8426
Business Hours
Monday – Friday, 10:30 AM – 6:00 PM (Eastern Standard Time, EST)
Our business hours are set to align with our primary customer time zone. Please note that our physical location is in China, and we respond to inquiries within the working hours listed above.
Response Time
We strive to reply to all messages within 24 business hours. For urgent matters, we recommend contacting us via phone during business hours, or sending an email and we will get back to you as soon as possible.
