Refund policy
Thank you for shopping at chuakoo.shop.
This Return and Refund Policy explains how cancellations, returns, refunds, faulty products, damaged products and incorrect orders are handled when purchasing goods through chuakoo.shop.
Our customer-service email is:
Nothing in this policy excludes, limits or restricts any statutory right that cannot lawfully be excluded or limited under applicable UK consumer law.
14-Day Right to Cancel Online Orders
Where the statutory cancellation right applies, a consumer purchasing goods online may cancel the contract without giving a reason by notifying us within 14 days after the day on which the goods are received.
Where an order contains multiple goods delivered separately, the statutory cancellation period will be calculated in accordance with applicable law.
To exercise the right to cancel, customers should send a clear statement to:
The cancellation message should preferably include:
- The customer's name;
- Order number;
- Email address used for the purchase;
- Product or products being cancelled; and
- A clear statement that the customer wishes to cancel the applicable purchase.
A specific cancellation form is not required where a clear cancellation statement is otherwise provided.
Returning Goods After Cancellation
After notifying us of a qualifying cancellation, customers must return the relevant goods within the period required by applicable law, which will normally be no later than 14 days after notifying us of the cancellation.
Customers should contact info@chuakoo.shop before sending a return so that the appropriate return instructions can be provided.
Products should not be sent to an address appearing on a shipping label unless we specifically confirm that it is an authorised returns location.
Condition of Change-of-Mind Returns
Customers are permitted to inspect and handle goods to the extent reasonably necessary to establish their nature, characteristics and functioning, broadly comparable to what could reasonably be done in a physical shop.
When returning a product following a change of mind, customers should take reasonable care of it.
Where handling goes beyond what is reasonably necessary and causes a reduction in the value of the goods, we may make a deduction from the refund to the extent permitted by law.
Where reasonably applicable, returned products should include their original accessories, components, manuals and packaging.
The absence of original packaging does not automatically eliminate statutory rights, although customers remain responsible for taking reasonable care of returned goods and packaging them safely for transport.
Change-of-Mind Return Shipping Costs
Unless otherwise required by applicable law or expressly agreed by us, the direct cost of returning goods following a change-of-mind cancellation is the customer's responsibility.
Customers are strongly encouraged to use a trackable shipping service and retain evidence of dispatch until their refund has been completed.
We are not responsible for a return parcel that is lost because it was sent to an incorrect or unauthorised address.
This provision does not apply in the same manner where goods are faulty, damaged, incorrect or otherwise non-conforming and the trader is legally responsible for return costs.
Free Original Standard Shipping
chuakoo.shop provides free standard shipping on all orders.
Because no separate standard outbound shipping fee is normally charged to the customer, there will ordinarily be no standard outbound shipping charge to refund when a complete order is cancelled.
This does not affect any statutory entitlement a customer may have.
Refund Processing
Once a return is received and assessed, we will process any refund that is due in accordance with applicable law.
Where the statutory cancellation rules apply, refunds will be made within the applicable statutory period.
Unless otherwise required by law or expressly agreed, a refund will normally be issued using the same payment method originally used for the transaction.
Processing times after a refund is issued may depend on the customer's bank, card issuer or payment provider.
chuakoo.shop cannot control the internal posting time of a bank or payment provider after a refund has been successfully submitted.
Products Excluded From Change-of-Mind Cancellation
The ordinary statutory cancellation right may not apply to certain categories of goods where an applicable legal exception exists.
Depending on the products sold, exceptions can include:
- Goods made to the customer's specifications or clearly personalised;
- Goods liable to deteriorate or expire rapidly;
- Sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed;
- Sealed audio recordings, video recordings or computer software once unsealed;
- Newspapers, periodicals or magazines other than certain subscription contracts;
- Goods inseparably mixed with other items after delivery; and
- Other goods or circumstances expressly exempted by applicable law.
An exclusion from the change-of-mind cancellation right does not remove statutory rights relating to faulty, misdescribed, unsafe or otherwise non-conforming goods.
Faulty or Non-Conforming Goods
If a product is faulty, not as described, not of satisfactory quality, not fit for an applicable purpose or otherwise fails to conform to the contract, customers may have remedies under the Consumer Rights Act 2015 and other applicable law.
These rights are separate from the change-of-mind cancellation right.
Depending on the circumstances and timing, statutory remedies may include:
- Rejection and refund;
- Repair;
- Replacement;
- Price reduction; or
- A final right to reject.
Nothing in this Return and Refund Policy is intended to replace or restrict those statutory remedies.
Short-Term Right to Reject Faulty Goods
Where the statutory conditions are satisfied, consumers may have a short-term right to reject qualifying faulty goods within the period provided by the Consumer Rights Act 2015.
If you believe a product is faulty, contact us promptly at:
Please include your order number and a clear description of the problem.
Damaged Products
If an order arrives damaged, customers should contact us as soon as reasonably practicable at info@chuakoo.shop.
To allow us to investigate efficiently, we may request reasonable evidence such as:
- Photographs of the damaged product;
- Photographs of the parcel;
- Photographs of shipping labels;
- A description of the damage; and
- The relevant order number.
Customers should retain the product and packaging until we provide appropriate instructions.
Incorrect Products
If you receive a product materially different from the product ordered, please contact info@chuakoo.shop.
Where we confirm that an incorrect product was supplied, we will provide an appropriate remedy in accordance with applicable law.
Customers should not be required to bear reasonable return costs where the error is attributable to us and applicable law requires us to cover those costs.
Missing Items
If an order contains multiple products and one or more products appear to be missing, please first check the order confirmation and any available tracking information because an order may sometimes be delivered in separate parcels.
If an item remains missing, contact:
Please provide your order number and identify the missing product.
Exchanges
We do not guarantee direct exchanges for change-of-mind returns.
Where an exchange is unavailable, customers may return a qualifying item under this policy and place a separate order for the preferred product, subject to availability.
Where a faulty product gives rise to a statutory right to repair or replacement, applicable legal rights remain unaffected.
Sale and Promotional Products
Products purchased during a sale or promotion remain subject to applicable statutory consumer rights.
A reduced price does not remove a consumer's legal rights where a product is faulty, not as described or otherwise non-conforming.
Any promotional restrictions applying beyond statutory rights will be disclosed where relevant.
Gifts
Where a product was purchased by another person as a gift, refund rights may generally need to be exercised by the original purchaser because that person entered into the purchase contract.
We may request reasonable proof of purchase before processing a return or refund.
Proof of Purchase
We may ask for reasonable proof that a product was purchased from chuakoo.shop.
Acceptable evidence may include an order confirmation, transaction record or other reliable evidence linking the product to an order placed with us.
Refused and Unclaimed Deliveries
Refusing delivery or failing to collect a parcel does not necessarily constitute valid notice of cancellation.
Customers wishing to exercise a cancellation right should send a clear cancellation notice to info@chuakoo.shop.
Any refund relating to an unclaimed or refused parcel will be handled according to applicable law and the circumstances of the order.
Fraudulent or Abusive Claims
We reserve the right to investigate return or refund requests where there is reasonable evidence of fraud, manipulation, deliberate damage or abuse.
This provision will not be applied to prevent a customer from exercising legitimate statutory rights.
Contact Us About a Return
For all cancellations, returns and refund requests, contact:
chuakoo.shop
Email: info@chuakoo.shop
We aim to resolve legitimate return and refund matters fairly and in accordance with applicable UK consumer law.
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