Refund policy
Returns & Refunds Policy
Thank you for shopping with Chenn. If something is not right with your order, we will make it right. Below you will find our return window, the conditions an item must meet, how to start a return, who pays for shipping, and how refunds are processed. Please read it before ordering; by completing checkout you acknowledge this policy.
1. 90-Day Returns
Our return window is 90 days, counted from the day the carrier records the delivery of your order. Within that period you can request a full refund, or an exchange for a different size, color or model, for any eligible item. After 90 days we are no longer able to accept a return, unless applicable law grants you a longer right.
2. Non-Returnable Items
For hygiene, safety and legal reasons, the following cannot be returned unless they arrive damaged or defective:
- gift cards and downloadable or digital products;
- items marked as final sale or clearance at the time of purchase;
- personalized or custom-made items.
3. Eligibility Requirements
To be eligible for a return, an item must be:
- unused, unworn and unwashed, in the same condition in which you received it;
- in its original packaging, with all tags, labels, accessories and protective materials included;
- accompanied by proof of purchase (your order number or order confirmation email).
Items returned damaged, incomplete, or showing signs of use beyond what is needed to inspect them may be refused or refunded only in part, in proportion to the loss in value.
4. Refunds
Once your return arrives, we inspect it and email you the outcome. Approved refunds are issued 5–10 business days after we receive and inspect the item, to the original payment method. Refunds for cancelled orders and for orders we are unable to fulfil are issued within 7 business days, as required by the FTC Mail, Internet, or Telephone Order Merchandise Rule. After we issue a refund, the time it takes to appear on your statement depends on your bank or card issuer — typically 3–10 business days, and sometimes longer for international cards. If more than 15 business days have passed since our confirmation, contact help@chennchristmas.com and we will send you the refund reference to take to your bank.
5. Order Cancellations
Changed your mind? Orders can be cancelled at no cost before the order ships. Contact us by email at help@chennchristmas.com, by phone at +1 (619) 849-0561 or via WhatsApp (+1 (619) 849-0561) with your order number as soon as possible. We confirm the cancellation and refund the full amount within 7 business days. If the parcel has already left our warehouse, please refuse delivery or follow the return process instead.
6. Requesting a Return
Returns must be authorized before shipping. Submit the return form on our website or write to help@chennchristmas.com, quoting your order number; within 2 business days we confirm eligibility and send step-by-step instructions. Returns go to 299 17th St, San Diego, CA 92101, United States. Use a tracked service and keep the proof of postage: we can only refund items we receive, and the tracking record is your protection if a parcel goes missing.
7. Who Pays for Return Shipping
You never pay to return an item to Chenn: return shipping within 90 days of delivery is on us. Once your return is authorized we email you a prepaid label. The refund covers the full product price; the outbound shipping fee, if you paid one, is also refunded when the return is caused by our error.
8. Size, Color and Model Exchanges
Exchanges are available within the same 90-day window and under the same conditions as returns. To exchange an item, start a return through the return form and tell us which size, color or model you would like instead. If the replacement is in stock we ship it as soon as the returned item is on its way back to us (tracking number provided); if it is out of stock, we refund you instead. Price differences are charged or refunded as applicable.
9. Problems With Your Order
If your order is damaged in transit, faulty, or different from what you purchased, let us know within 7 days of delivery — send your order number and photos of the problem to help@chennchristmas.com. In these cases you never pay for return shipping: we send a replacement at no cost or refund the full amount, including the original shipping fee, whichever you prefer. Where a return is required, we provide the instructions and cover the postage.
10. Warranty and Legal Rights
We stand behind what we sell. If a product develops a manufacturing defect within 12 months of delivery, we will repair it, replace it or refund it — our choice, based on what solves the problem fastest. Wear and tear, accidents, misuse and modifications are excluded. This limited warranty is in addition to any rights you have under the law of your state, which may vary; nothing here reduces those rights. Warranty claims go to help@chennchristmas.com.
11. Out-of-Stock and Unfulfilled Orders
If an item becomes unavailable after you order, or we are unable to ship within the time promised, we will notify you promptly with a revised shipping date or, if we cannot give one, an explanation. You may then choose to wait, accept a substitute, or cancel for a full refund; if you do not agree to a delay, the order is cancelled and refunded within 7 business days.
12. Agreement to This Policy
This policy is linked in the footer of every page, on the product pages and at checkout. By placing an order on chennchristmas.com you confirm that you have read and agree to this Return and Refund Policy, including the return window, the conditions, who pays return shipping and how refunds are issued.
13. Questions
Our support team is here Monday to Friday, 9:00 AM – 6:00 PM, Pacific Time (PT): write to help@chennchristmas.com, send a WhatsApp message to +1 (619) 849-0561, call +1 (619) 849-0561 or fill in the contact form. We answer within 2 business days. Postal address: Chenn, 299 17th St, San Diego, CA 92101, United States.
This policy was last updated on November 3, 2026. We may update it from time to time; the version published at the time of your order applies to that order.