Refund policy

Return and Refund Policy
The return policy applies only within the first 7 days after receiving the product if it arrives damaged, defective, or not working. Our customer service team will review the return request and send further instructions if the return is approved. Returned items must be in their original packaging, including all accessories, manuals, and documentation. Returned items must be in the same condition as when delivered, and in their original packaging. Stains, bent cards, broken seals, or torn plastic wrap will not be accepted. If the condition of the product returned to us is not acceptable, we reserve the right to refuse a refund or exchange. Products that have been customized cannot be refunded or exchanged. Non-returnable items include items purchased through retailers, incorrectly purchased products, and products damaged due to customer mishandling. CHITREX reserves the right to refuse any return.

WHAT DO I DO IF THE PRODUCT I RECEIVED IS DAMAGED OR INCORRECT?

Please contact our customer service team at luischuya2001@gmail.com to begin the return process.

Please include the following information:
• Order Number
• Proof of Purchase
• Video or photo of the product to be returned (if applicable)
• Full shipping address
• Phone number
In some cases, you may be asked to include a video or photo of the defective product as proof in order to receive a refund or replacement.

HOW LONG DOES THIS PROCESS TAKE?
Processing returns can take up to 14 business days from the day we receive your return. We will send you an email to confirm once your return has been processed. For returned items, a full refund will be issued. For non-defective items, the refund excludes all shipping and handling costs…
WHEN WILL I RECEIVE MY REPLACEMENT?
No refund will be issued if the product is defective or arrives damaged upon initial delivery. A new unit will be sent. If the problem persists, the possibility of a refund will be reviewed.
HOW CAN I CHANGE OR CANCEL AN ORDER?
We allow you to modify order details or cancel an order within 12 hours of purchase. To do so, please send an email to luischuya2001@gmail.com indicating your order number and the reason for the change. Our customer service team will be happy to assist you.