Refund & Cancellation Policy

Refund & Cancellation Policy –CHALEN BRO

At Chalen Bro, we aim to provide high-quality products and a smooth shopping experience.
Please read our Refund & Cancellation Policy carefully before placing an order.

1. No Return, No Exchange Policy

We do not offer returns or exchanges on any products due to hygiene and safety reasons, especially for items like socks and footwear accessories.

Please ensure you check product details, size information, and descriptions before ordering.

2. Refund Policy

We strictly provide no refunds except in the case of:

✔ Wrong product received

✔ Damaged product received

✔ Defective or missing product

However, quality-related complaints will ONLY be accepted if supported by a full unboxing video.

3. Mandatory Unboxing Video Requirement

To verify quality issues, the following is compulsory:

• A clear, continuous unboxing video

The video must show:

  • The sealed package
  • Opening of the package
  • The product being taken out
  • The defect/damage clearly visible

• Submit within 24 hours of delivery

Complaints raised after 24 hours will not be accepted.

Without this video, we cannot process any quality or damage claim.

4. Cancellation Policy

Order Cancellation (Before Shipping)

Orders can be cancelled within 12 hours of placing the order.
After that, cancellation is not possible as the order enters processing.

Order Cancellation (After Shipping)

Once shipped, the order cannot be cancelled under any circumstances.

5. Refund Process (Only if Approved)

If your unboxing video is verified and the claim is approved:

  • Refund will be processed to your original payment method
  • Refund will take 5–7 working days, depending on your bank/payment provider
  • In some cases, we may offer store credit instead of a refund

We reserve the right to accept or reject any refund request based on evidence provided.

6. Non-Refundable / Non-Returnable Items

  • Opened or used products
  • Products without unboxing video proof
  • Orders reported after 24 hours
  • Wrong size chosen by customer
  • Orders under “no return” category
  • Discounted / sale products

7. Contact for Complaints

To raise a complaint within 24 hours, email us at:
📧 Contact@chalenbro.com

Include:

  • Order ID
  • Unboxing video
  • Description of issue