Refund, Return & Exchange Policy

1. Return Eligibility

A product may be eligible for return or exchange if it meets the applicable conditions displayed on the product page or communicated at the time of purchase.

Generally, returned clothing should:

• Be unused and unworn, except where inspection is reasonably necessary.
• Be unwashed and free from damage caused after delivery.
• Have original tags, labels, and packaging where applicable.
• Be accompanied by the order number or proof of purchase.

Products that do not meet the applicable return conditions may be refused, subject to consumer rights under applicable law.

2. Damaged, Defective, or Incorrect Products

If you receive a damaged, defective, incorrect, or materially different product, please contact us as soon as possible after delivery.

To help us review your request, provide:

• Your order number.
• A description of the issue.
• Clear photographs of the product and packaging, where applicable.
• Your preferred contact details.

After reviewing the request, we will communicate the available resolution, which may include a replacement, exchange, refund, or another remedy required by applicable law.

3. Return and Exchange Requests

To request a return or exchange:

1. Contact our support team using the email address or mobile number listed below.
2. Provide your order number and the reason for the request.
3. Share supporting photographs or other relevant details if requested.
4. Wait for our confirmation and return instructions before sending the product back.
5. Pack the product securely and follow the instructions provided by our support team.

Return requests must be made within the applicable return period communicated for the product or order.

4. Non-Returnable Products

Certain products may be excluded from change-of-mind returns where permitted by applicable law and where the exclusion is clearly communicated before purchase.

Examples may include:

• Customised or made-to-order clothing.
• Products altered according to a customer's specific requirements.
• Sealed hygiene-sensitive products that cannot reasonably be returned after opening, where the exclusion is lawful and disclosed.

These exclusions do not remove any applicable rights or remedies for defective, damaged, incorrect, or misrepresented products.

5. Order Cancellation

Customers who wish to cancel an order should contact us as soon as possible and provide the order number.

• Cancellation requests will be reviewed based on the order's processing and dispatch status.
• An order may not be cancellable once it has been dispatched or prepared for a customised or special order, subject to applicable law.
• If an order is cancelled and payment has already been received, any applicable refund will be processed according to this policy and applicable legal requirements.
• If cancellation is not possible, customers may contact support to discuss the available options under the applicable return policy.

6. Refund Eligibility

Refunds may be considered in circumstances such as:

• An accepted order cancellation.
• An approved return.
• A confirmed damaged, defective, or incorrect product.
• Non-delivery or another circumstance in which a refund is due under applicable law.
• A duplicate payment or an order that cannot be fulfilled after payment.

Each request will be assessed using the order details and the applicable policy. Nothing in this section limits mandatory consumer rights.

7. Refund Processing

Once a refund is approved, Chumpay will initiate the refund using the applicable payment method or another lawful method agreed with the customer.

The time taken for the funds to appear in the customer's account may depend on the payment provider, bank, or payment method.

We will communicate any relevant refund status or additional information where reasonably necessary.

8. Shipping Charges for Returns

Responsibility for return shipping charges will depend on the reason for the return, the applicable product terms, and applicable law.

Where a return is necessary because a product is defective, damaged, incorrect, or otherwise requires a remedy under applicable law, the customer will not be denied that remedy because of an unlawful charge.

For other returns or exchanges, any applicable shipping charges will be communicated in accordance with the relevant policy and legal requirements.

9. Bulk and Wholesale Orders

Bulk and wholesale orders may involve different quantities, pricing, preparation timelines, and product specifications.

Customers should confirm product specifications, sizes, colours, and quantities before confirming bulk orders. Any special cancellation, return, or exchange conditions must be clearly communicated and agreed upon before purchase, subject to applicable law.

10. Refund Fraud and Misuse

Chumpay may investigate suspected fraudulent or abusive refund claims. Customers are expected to provide accurate information and cooperate reasonably with the review process.

Any decision will be subject to applicable consumer protection requirements and the customer's legal rights.

11. Changes to This Policy

We may update this Refund, Return and Exchange Policy to reflect changes in our business practices, products, or legal requirements. The latest version will be published on our website with an updated date where appropriate.