Return & Refund

Return & Refund

Thank you for choosing Chatreey products! We are committed to providing you with a seamless shopping experience through our clear and reliable return, refund, and warranty policy. Please review the following details carefully to understand the procedures, requirements, and important considerations for utilizing our services.

1. 30-Day No-Reason Return and Refund Policy

Eligibility for No-Reason Returns

  • Customers can request a return and refund within 30 days of receiving their product, without needing to provide a reason.
  • The product must be in brand-new, unused condition, with all original accessories included (e.g., manuals, packaging, and any gifts).
  • The original packaging must remain undamaged. For safe transit, we recommend using the original packaging for returns. If unavailable, please use appropriate protective materials to ensure the product’s safety.
  • If the product is damaged due to improper packaging during the return process, Chatreey reserves the right to decline the refund or deduct compensation for damages.

Return Address and Shipping Fee Policy

  • For Japan:
    • Postal Code: 362-0004
    • Address: 埼玉県上尾市須ケ谷2-51
    • Recipient Name: Niki+100533
    • Phone: 0362629690
  • For the United States and South Korea:
  • For Other Regions:
    • Address: 801, Building E4, Juyin Technology Industrial Park, Ganli 1st Road, Longgang District, Shenzhen, Guangdong Province, China
    • Postal Code: 518000

Refund Processing Time

  • Chatreey will review the returned product within 2 business days of receipt and process the refund within 7 business days.
  • If a return shipping label provided by Chatreey is used, the cost of the label may be deducted from the refund.
  • Processing times exclude China’s statutory holidays and any additional time required by banks to complete the refund.

2. Return, Refund, or Replacement for Product Issues

Eligibility for Product Issue Returns

  • If the product has quality issues (e.g., functional defects, damage) upon receipt, customers can contact Chatreey customer service at service@chatreey.com within 30 days to request a return, refund, or replacement.

Shipping Fee Policy for Product Issues

  • Chatreey will cover the return shipping costs:
    • For Japan: Use cash-on-delivery shipping to the following address:
      • Postal Code: 362-0004
      • Address: 埼玉県上尾市須ケ谷2-51
      • Recipient Name: Niki+100533
      • Phone: 0362629690
    • For the United States and South Korea:
    • For Other Regions:
      • Address: 801, Building E4, Juyin Technology Industrial Park, Ganli 1st Road, Longgang District, Shenzhen, Guangdong Province, China
      • Postal Code: 518000
      • Retain the shipping receipt for reimbursement. Chatreey will reimburse the shipping cost to your PayPal account after confirmation.

Processing Procedures

  • Chatreey will inspect the returned product and process the refund or replacement within 7 business days of receipt (excluding China’s statutory holidays and bank processing times).
  • Replacement products will be shipped to the customer immediately after the inspection is completed.

3. Warranty Policy for Repairs Within 1 Year

Warranty Coverage

  • Products are covered under a 1-year warranty starting from the date of purchase. Customers can request free repair services for issues caused by manufacturing defects.

Return Addresses and Shipping Policy

  • For Japan:
    • Postal Code: 362-0004
    • Address: 埼玉県上尾市須ケ谷2-51
    • Recipient Name: Niki+100533
    • Phone: 0362629690
  • For the United States and South Korea:
  • For Other Regions:
    • Address: 801, Building E4, Juyin Technology Industrial Park, Ganli 1st Road, Longgang District, Shenzhen, Guangdong Province, China
    • Postal Code: 518000

Repair Processing Time

  • Chatreey will inspect and repair the product within 7 business days of receipt.
  • If the product is discontinued, additional time may be needed to source parts, which could extend the repair period.
  • If the product cannot be repaired, it will be replaced with the same model or a product of equivalent functionality.

4. Paid Repair Services Outside the Warranty Period

Service Scope

  • Chatreey offers paid repair services for products that are no longer covered by the 1-year warranty.

Fee Policy

  • Customers are responsible for the round-trip shipping costs and the cost of any replacement parts.
  • Repair fees will be confirmed with the customer after inspection. Repairs will only proceed once the customer has agreed to and paid the fees.

5. Important Notes for Returns

Product Condition Requirements

  • Products with normal wear and tear, accidental or intentional damage, damage caused by electric shock, fire, or water ingress are not covered under free warranty. Returned products must be complete. Returns or repair requests may be rejected if the product is missing accessories.
  • For no-reason returns, the product must remain in brand-new condition, with all original accessories and undamaged packaging.

Packaging Requirements

  • Use the original packaging for returns. If unavailable, use adequate protective materials (e.g., bubble wrap, foam padding) to prevent damage during transit.
  • Ensure the outer packaging is securely sealed to avoid damage during transportation.
  • Please include the order number, return address, and a description of the product issue in the package to help us expedite service and accurately identify your parcel.

Courier Selection

  • Choose a courier service with tracking capabilities, and retain the tracking number for shipment status inquiries.

Shipping Receipt Retention

  • If shipping cost reimbursement is necessary, please keep the receipt and send a photo of it to Chatreey customer service at service@chatreey.com.

6. Contact Us

If you have any questions or need assistance, please don’t hesitate to contact us through the following channels:

We are committed to providing you with the best possible service. Thank you for your trust and support!