Refund policy

RETURN AND REFUND POLICY

We have a 14-day return policy. This means you may request a return within 14 days after your order is delivered.

RETURN ELIGIBILITY
To qualify for a return, the item must be unused, unopened, unworn, and in its original packaging. You must also provide your receipt or proof of purchase. Returns sent without prior approval may not be accepted.

NON-RETURNABLE ITEMS
Custom, personalized, and made-to-order products are final sale and cannot be returned unless they arrive damaged, defective, or incorrect due to an error by Chenova. For health and hygiene reasons, beauty and personal care products cannot be returned after they have been opened, used, or had their safety seal removed. Gift cards and sale items are also final sale.

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
Please inspect your order when it arrives. If an item is damaged, defective, or incorrect, contact us through our store contact page within 48 hours of delivery and include clear photographs of the item and packaging. We will review the issue and work to make it right.

CANCELLATIONS
Cancellation requests must be submitted within 2 hours of placing the order. Once production, personalization, processing, or fulfillment has begun, the order cannot be canceled.

RETURN SHIPPING
Customers are responsible for return shipping costs unless the return is caused by a damaged, defective, or incorrect item sent by Chenova. Original shipping charges are non-refundable. We recommend using a trackable shipping service for approved returns.

REFUNDS
After we receive and inspect an approved return, we will notify you whether the refund has been approved. Approved refunds will be issued to the original payment method. Your bank or card provider may require additional processing time before the refund appears.

EXCHANGES
The fastest way to receive a different eligible item is to return the original item after approval and place a new order.

By placing an order with Chenova, you agree to this Return and Refund Policy.