Refund policy

Return Window

Chillvine offers a 30-day return window from the date of delivery. This is our own store policy; United States federal and state law does not provide a statutory cooling-off period for most online purchases. Customers who wish to return an eligible item must initiate the return request within 30 days of confirmed delivery. Return requests submitted after this period may not qualify for refund, exchange, or store credit. We encourage all customers to inspect items promptly upon receipt to verify condition, functionality, and satisfaction.

Eligibility and Condition Requirements

To qualify for a return, items must meet the following conditions:

  • Unused and in original condition: Items must not show signs of use, wear, modification, or damage caused by the customer.
  • Original packaging and components: Products should be returned in their original packaging whenever possible, with all included accessories, manuals, labels, inserts, tags, and components intact.
  • Proof of purchase: Customers must provide the original order number or proof of purchase.

Chillvine reserves the right to inspect all returned products upon receipt. Items that do not meet the condition requirements outlined above—including those showing excessive wear, unauthorized modifications, accidental damage, misuse, or missing components—may not qualify for a full refund, exchange, or store credit.

Non-Returnable Items

Certain items are not eligible for return or refund under this policy. Non-returnable items include, but are not limited to:

  • Items marked as "final sale" or "non-returnable" on the product page at the time of purchase.
  • Perishable goods, intimate or sanitary items, or personalized/customized products, unless they arrive damaged or defective.
  • Gift cards, digital downloads, or downloadable software products.

If you have questions about whether a specific item is eligible for return, please contact us before initiating a return request.

How to Initiate a Return

To start a return, please contact Chillvine customer service using the information below:

Email: content@chillvine.shop
Phone: (223) 403-2921
Contact page: chillvine.myshopify.com/pages/contact

Please include the following information in your return request:

  • Your full name and order number
  • The item(s) you wish to return
  • Reason for return
  • Photographs of the item, packaging, and any damage or defects (if applicable)

Our customer service team will review your request and provide detailed return instructions, including the return shipping address and, if applicable, a prepaid return label.

Return Shipping and Costs

Chillvine offers free return shipping for customers located within the United States on approved returns. Once your return request is reviewed and approved, we will provide a prepaid return shipping label or detailed return instructions via email. Customers are responsible for following all instructions carefully to maintain eligibility for free return shipping.

Please note: If a return is initiated due to buyer's remorse or change of mind, and free return shipping is provided, the original outbound shipping cost (if any was charged) is non-refundable. However, delivery within the United States is FREE at Chillvine, so no deduction will typically apply.

Return Address

Once your return is approved, ship the item(s) to the address provided by our customer service team. Do not send returns to the address below without prior authorization:

Chillvine
2409 Sherwood Ave
Bakersfield, CA 93304
United States

Items returned without prior approval or to an incorrect address may be delayed or not eligible for refund.

Return Packaging Requirements

Customers are responsible for securely packaging returned items to prevent damage during transit. We recommend using sturdy outer packaging, adequate cushioning or padding, and including all original packaging materials, accessories, manuals, labels, and components. Damage that occurs during return shipping due to inadequate packaging may affect your eligibility for a full refund or exchange.

Restocking Fees

Chillvine does not charge restocking fees on approved returns submitted within the eligible 30-day return period. Our goal is to provide a fair, transparent, and customer-friendly return experience. Returns that meet all eligibility and condition requirements will be processed without additional handling, restocking, or processing charges.

Refund Method and Timing

Once we receive and inspect your returned item, we will notify you via email of the approval or rejection of your refund. Approved refunds will be processed as follows:

  • Refund method: Refunds will be issued to the original payment method used at the time of purchase (credit card, debit card, PayPal, or other payment processor).
  • Refund amount: You will receive a refund for the purchase price of the returned item(s). Original shipping charges (if any were applied) are non-refundable unless the return is due to our error (e.g., wrong or defective item sent). Since shipping within the United States is FREE at Chillvine, this deduction will not typically apply.
  • Processing time: Approved refunds are typically processed within 5–10 business days after we receive and inspect the returned item. Depending on your financial institution or payment provider, it may take an additional 3–7 business days for the refund to appear in your account.

If you have not received your refund within the expected timeframe, please check with your bank or credit card company first. If you still have concerns, contact us at content@chillvine.shop.

Exchanges

Chillvine is happy to facilitate exchanges for a different size, color, style, or product variation, subject to availability. To request an exchange, please contact our customer service team using the contact information above and provide your order number, the item you wish to exchange, and the replacement item you would like to receive.

We will review your request and provide instructions. In most cases, we will ask you to return the original item using our free return shipping process, and we will ship the replacement item once the return is received and inspected. If the replacement item has a different price, we will either refund the difference or request additional payment as applicable.

Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, malfunctioning, incomplete, or incorrect (wrong product, size, color, or variation), please contact Chillvine immediately after delivery. We will make it right at no cost to you.

To report a problem, contact us at:

Email: content@chillvine.shop
Phone: (223) 403-2921

Please provide:

  • Your order number and contact information
  • A clear description of the problem
  • Photographs of the item, packaging, and any visible damage or defects

After reviewing your report, we will provide resolution options, which may include:

  • A full refund (no return required in some cases)
  • A free replacement item shipped at no charge
  • A prepaid return label and full refund upon receipt of the returned item
  • Store credit or partial refund, depending on the situation

Customers will not be responsible for return shipping costs or any other charges when returning damaged, defective, or incorrect items due to Chillvine error.

Order Cancellation

Customers may cancel an order before it has shipped by contacting Chillvine customer service as soon as possible:

Email: content@chillvine.shop
Phone: (223) 403-2921

Please provide your order number and request cancellation. If we are able to stop the order before it is dispatched, we will cancel it and issue a full refund to your original payment method. Refunds for cancelled orders are typically processed within 5–10 business days.

Once an order has shipped, it cannot be cancelled. In this case, you may refuse delivery or follow the standard return procedure once the item is delivered. Our typical delivery time within the United States is 3–5 business days.

Late or Missing Refunds

If you have not received an expected refund, please take the following steps:

  1. Check your bank account or credit card statement again.
  2. Contact your bank or credit card company—it may take additional time for a refund to be officially posted.
  3. Contact your payment processor (e.g., PayPal) if applicable.
  4. If you have completed these steps and still have not received your refund, please contact us at content@chillvine.shop with your order number and details.

Final Sale Items

Chillvine does not designate products as "final sale" or "non-returnable" unless clearly stated on the product page at the time of purchase. Items not marked as final sale are eligible for return under the terms of this policy. Customers are encouraged to review product descriptions carefully before completing a purchase.

Customer Responsibilities

Customers are responsible for:

  • Inspecting items promptly upon delivery and reporting any issues within a reasonable time.
  • Initiating return requests within the 30-day return window.
  • Providing accurate and complete information when contacting customer service.
  • Packaging returned items securely to prevent damage in transit.
  • Following all return instructions provided by Chillvine customer service.

Contact Information

For questions, concerns, or assistance with returns, refunds, exchanges, or order issues, please contact Chillvine:

Store Name: Chillvine
Email: content@chillvine.shop
Phone: (223) 403-2921
Mailing Address:
Chillvine
2409 Sherwood Ave
Bakersfield, CA 93304
United States

Website: chillvine.myshopify.com
Contact Page: chillvine.myshopify.com/pages/contact

Changes to This Policy

Chillvine reserves the right to update or modify this Return and Refund Policy at any time to reflect changes in our practices, legal requirements, or business operations. Any changes will be posted on this page with an updated effective date. We encourage customers to review this policy periodically. Continued use of our website and services after changes are posted constitutes acceptance of the revised policy.

Governing Law

This Return and Refund Policy is governed by and construed in accordance with the laws of the State of California and applicable United States federal law, without regard to conflict of law principles. Any disputes arising under or related to this policy shall be subject to the exclusive jurisdiction of the state and federal courts located in Kern County, California.

Agreement

By placing an order with Chillvine, you acknowledge that you have read, understood, and agree to be bound by this Return and Refund Policy. If you do not agree with any part of this policy, please do not place an order.