Please contact our customer support team at [email protected] and arrange a return. You will be emailed a returns form which must be completed and order information for identification purposes and included within your return and instructions on our address. Please inform our team if you are not able to print your form.

Please note that our returns address is not the same as our dispatch address, and any un-arranged returns sent to the wrong address may not be processed.

Shipping charges for the return of the order are the responsibility of the customer, and are non-refundable unless there is a manufacturing issue. If the issue is seen to be through customer handling the shipping cost will be withheld from the refunded amount. We always recommend selecting a Tracked or Recorded service as CHILLZ cannot be held responsible for any undelivered or delayed returns.

Once we receive and inspect your return, refunds are processed within 2-5 business days.

You will receive an email notification from our store once your refund has been processed.

Please note that depending on the payment method you have chosen, it may take a few more days for the refund to appear on your statement.

As a general guideline (card payments), refunds can appear on your statement within 1-4 business days once they are issued, but can take up to 10 working days, depending on your bank’s processing times.