Refund policy


Refund Policy

Last Updated: April 18, 2026

At Chillo, your satisfaction is our top priority. We offer a 60-day money-back guarantee on all our products, in accordance with applicable French and European consumer protection regulations.

1. Right of Withdrawal

In accordance with Articles L.221-18 and following of the French Consumer Code, you have the right to withdraw from your purchase within 14 calendar days from the date you receive your order, without providing any reason and without incurring any penalties.

After the expiration of this statutory period, Chillo provides an additional 60-day extended guarantee from the date of delivery, allowing you to return any defective or non-conforming product.

2. Return Eligibility

To qualify for a refund, the following conditions must be met:

  • The return request must be submitted within 60 days of receiving the order.
  • The products must be in their original condition, unused, unwashed, and undamaged.
  • The products must be returned with all accessories and, whenever possible, in their original packaging.
  • Proof of purchase (order number or invoice) must be provided.

The following items are not eligible for return for hygiene reasons, unless they are defective or not as described:

  • Used or washed products
  • Products whose protective hygiene seal or packaging has been removed

3. Return Process

To initiate a return, please follow these steps:

  1. Contact our customer support team at contacts@chillo.com, including your order number and the reason for the return.
  2. Our team will send you a return authorization and shipping instructions within 48 business hours.
  3. Carefully package the products and ship them to the address provided in the return confirmation.
  4. Keep your shipping receipt until your refund has been processed.

4. Return Shipping Costs

Under the statutory right of withdrawal (14 days): The customer is responsible for return shipping costs unless the product is defective or does not match its description.

Under Chillo’s extended guarantee (Days 15–60): Chillo covers return shipping costs for defective or non-conforming products. For returns based on personal preference or other non-product-related reasons, the customer is responsible for return shipping costs.

5. Refund Processing

Once we receive and inspect your returned item, we will notify you by email. If your return is approved:

  • The refund will be issued to the original payment method used for the purchase.
  • Refund processing typically takes 5 to 10 business days from the date the returned item is received.
  • The time required for the refunded amount to appear in your account may vary depending on your financial institution and usually takes an additional 3 to 5 business days.

6. Defective or Incorrect Products

If you receive a defective, damaged, or incorrect product, please contact us immediately at contacts@chillo.com and include photos of the product and its packaging. We will cover the return shipping costs and offer either:

  • A replacement product at no additional cost, or
  • A full refund of the purchase price.

7. Exchanges

We do not offer direct exchanges. If you would like a different item, such as another size or color, please return the eligible product and place a new order for the desired item.

8. Contact Information

Email: contacts@chillo.com

Website: getchillo.com

Response Time: 48 business hours