Refund policy

Return Policy

Customers are advised to verify the selected items and quantities before checkout. Once payment is successful, the order will be handled in accordance with our return policy. Generally, we do not accept returns or exchanges of sold products. Refunds must meet our conditions and guidelines to be processed.

Special Notes for Refund Requests

Customers must first apply for a refund via email (info@chunkee.co.uk) or WhatsApp +44 (0)7756 144639. Afterward, please mail the items approved for a refund back to us, noting that we do not cover shipping costs for returns. We will only refund the total amount of the returned items, and the original order's shipping and handling fees will not be refunded. If the refund involves promotional gifts, these must also be returned, or the value of these items will be deducted from the refund.

If the refund request is approved, we will not charge any additional fees, such as handling fees. If the refund involves loyalty points, these points will be returned to the customer's account after the refund is processed. Due to system updates, the points will be credited back to the account the next working day. The refund amount will be processed within 7 to 14 working days and will be credited back to the original payment method used for the order.

Please ensure that the quality, packaging, and weight of the product for which you are requesting a refund are the same as when it was sold. If the product status has changed, such as being opened, used, or consumed, we cannot accept the refund request.

In other special cases, we reserve the final right to decide on refund costs.

Refund Conditions

  1. The item was damaged during shipping;
  2. The item does not match the order content.

Refund Process

  1. Confirm that the item meets our refund policy requirements and guidelines before applying for a refund;
  2. Contact our customer manager via email (info@chunkee.co.uk) or WhatsApp +44 (0)7756 144639 within 7 days of receiving the incorrect/damaged item;
  3. Provide several photos/videos of the product and briefly describe the reason for the refund request, e.g., how it differs from the order or where it is damaged;
  4. If the refund request is accepted, please mail the items to the specified address for final inspection;
  5. The customer manager will notify you of the result as soon as possible;
  6. If approved, we will process the refund within 7 to 14 working days after notifying you.

Situations Where Refund Requests Are Not Accepted

Including but not limited to:

  1. The customer changes their mind after purchase;
  2. The 7-day refund application period has expired;
  3. The item has been opened;
  4. Unable to contact the recipient on the delivery day, resulting in the return of the goods;
  5. Incorrect address provided by the customer, leading to undeliverable goods.

Other Special Arrangements

If the items in the order cannot be delivered due to stock shortages or other reasons, we will arrange a refund for the unavailable items within 7 to 14 days from the delivery/pickup date. For the remaining available items in the order, we will contact the customer to make other arrangements as soon as possible.

In case of any disputes, we reserve the final right to interpret this return policy.