Refund Policy

You can cancel an order yourself, free of charge, from Orders > [your order] > Cancel, at any point before we’ve started fulfilling it. Once any part of your order has moved into processing, self-service cancellation is no longer available and you’ll need to use the return process below instead once the item arrives.

• If you cancel before payment was completed, no charge is made and the stock hold is simply released.
• If you cancel after payment was completed but before fulfillment started, a refund is automatically requested for the full amount paid for that order, including delivery.

You may request a return within 7 days of delivery. To start one, go to Orders > [your order] and open the return/dispute option for the item. Please describe the issue and, where relevant, include photos — this helps us resolve it quickly.

To be eligible for a return, an item should generally be:

• In the condition you received it, with all original accessories, manuals, and packaging where possible.
• Not damaged through misuse after delivery.

Items that arrive damaged, defective, or materially different from what was described are always eligible for a return or refund, regardless of packaging condition — this is on us, not you.

Once a return or a pre-fulfillment cancellation is approved, a refund is created against the original payment method via Paystack. We don’t take on refund handling manually outside this process, so the timeline below is what to expect:

• Requested — the refund has been created and is queued for processing.
• Processing — we’re issuing it back to your original payment method through Paystack.
• Completed — funds have been sent back to your original payment method. From here, however long your bank or mobile money provider takes to reflect it is outside our control, but is typically a few business days.

You can check the status of a refund at any time from the order’s page. Refunds are always returned to the original payment method used — we cannot redirect a refund to a different card, account, or mobile money number.

If you and a resolution don’t line up — for example you believe an item is defective but a return was declined — you can raise a dispute from the order page. Disputes are reviewed by our team and are not automatically resolved in either party’s favor.

We’re unable to offer a refund where:

• The 7-day return window has passed, and the item was delivered as described and not defective.
• Damage resulted from misuse, accident, or unauthorized repair after delivery.
• The return request is for an item that was never actually part of the delivered order.

If anything here is unclear, or your situation doesn’t fit neatly into the above, contact us at support@chipchale.com with your order number — we’d rather sort it out directly than have you stuck on a technicality.