Refund policy

Return Policy

Unfortunately, we are unable to accept change-of-mind returns for orders shipped to the UK, EU, USA, Canada, Australia and other overseas destinations, as cross-border shipping remains costly and time-consuming. Thank you for your understanding—please review your order carefully before checkout.

Should exceptional circumstances require a return, the buyer will need to arrange the courier and cover all return-shipping costs. To initiate a return, kindly email service@chencreates.com in advance; parcels sent back without prior communication cannot be processed.

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at service@pawthway.com.