Refund policy

Furniture returns & exchanges — overview

  • Chill Garden does not accept returns or exchanges of furniture for customer selection error, size expectations, colour preference, or any personal / preference reason.
  • Merchant-fault exception: if we send a product that does not match the order, we will replace it and will not charge extra delivery for that merchant error.
  • Scratches from move / install: scratches from stair/corridor carry, consented unpack-for-access, assembly/installation, or customer/third-party moving are not eligible for return or exchange (see below). This does not cover store-confirmed carrier/merchant transit damage.
  • Where the shipping policy says returns/exchanges are not accepted, that means the personal-reasons rule above; quality, transit damage, and wrong-item cases follow this refund policy.

Custom / made-to-order products

This section applies where an item is made, sourced, or modified for a customer rather than supplied exactly as a standard product-page item. It may include non-standard dimensions, configuration, materials, colours, finishes, fabrics, cushions, drilling/installation details, functions, drawings, samples, or other special requirements described as custom, made-to-order, bespoke, or modified in the product page, quotation, WhatsApp, or email. Choosing only ready-made options on a standard product page, without special make or modification for that order, is judged from the written product page, quotation, and order. If unsure, please ask by WhatsApp or email before payment.

  • Custom items may involve natural materials, handmade work, and production batches. Grain, colour, texture, stitching, finish, minor handmade variation, and reasonable dimensional tolerances may differ from photos, samples, or other items. We do not promise 100% perfect or pixel-identical results. This does not remove remedies for a wrong item, material departure from the confirmed specification, a confirmed manufacturing defect, or Chill Garden–confirmed carrier/merchant transit damage under this refund policy.
  • Specifications, price, and expected lead time follow the product page, quotation, order, and later written WhatsApp/email. Where applicable, Chill Garden may confirm specifications in writing before production to reduce misunderstandings; this is not a new mandatory sign-off workflow. Pre-production changes are reviewed for feasibility, revised price, and lead time, and may be refused. After production has started, changes, cancellation, or remake may be unavailable; if possible, extra material, labour, transport, or remake costs and longer lead times may apply, as confirmed in writing.
  • Once production has started, or after the customer has confirmed the specifications in writing by WhatsApp/email, custom items cannot be cancelled, returned, or exchanged for change of mind, personal preference, measurement error, or an unmet expectation. Requests before that point are still handled by production status, supplier arrangements, and Chill Garden’s written confirmation; cancellation or a full refund is not guaranteed.
  • This section does not limit remedies for a wrong item, clear departure from confirmed specifications, a confirmed manufacturing defect, or Chill Garden–confirmed transit damage under this policy. Scratches, dents, or impact marks from moving, stairs/corridors, consented unpack-for-access, assembly, or customer/third-party installation are not returnable product defects, as set out elsewhere in this policy.
  • For a confirmed manufacturing defect, confirmed specification mismatch, or confirmed merchant/carrier transit damage, remedies still follow: parts or repair first; exchange where repair is not feasible; Chill Garden voucher only where exchange/repair is not possible or we agree in writing. Raise suspected issues within the notice window in “Receiving goods & raising issues” (currently the day of receipt) by email to info@chill-garden.com or WhatsApp, with photos, video, and order details.
  • Lead times follow the product page, quotation, or written confirmation and may be affected by materials, suppliers, production, shipping, customs, delivery, and other reasonable factors. Customer delays in providing details, access, or receiving goods may push the schedule. Post-order changes may require re-quote or re-scheduling.
  • Optional suggested practice (not mandatory): before deposit, send a product-page screenshot plus intended dimensions, quantity, colours/materials, and special requirements by WhatsApp/email, and ask us to confirm in writing what we understand; where applicable, confirm again before production. This is not a fixed sign-off or acceptance process.

Appearance & natural material variation

  • We aim to match website images, but wood grain, leather grain, stitching, and colour/texture variation in natural or manufactured materials are inherent and are not grounds for return or exchange.
  • For measurement or design questions before purchase, email info@chill-garden.com. Reasonable dimensional tolerances may apply.

Receiving goods & raising issues

  • Please inspect goods on receipt.
  • Quality / damage claims: notify us on the day of receipt at info@chill-garden.com. Late claims may not be accepted.
  • Latent manufacturer defects: see “Manufacturer defects” below.

Scratches from carry or installation

  • Scratches, scuffs, dents, or impact marks from the following are not eligible for return or exchange:
    • stair, corridor, doorway, or lift carry;
    • consented on-site unpack-for-access;
    • installation / assembly;
    • marks appearing after customer or third-party move / install.
  • Carve-out: store-confirmed carrier/merchant transit damage (e.g. severe packaging damage with product already damaged on delivery, wrong-item damage, raised within the notice window and confirmed by us) is not automatically refused under this scratch rule — see “Transit damage” below.
  • If you hire a third party to move or install, damage is between you and that party; Chill Garden does not exchange for those marks.
  • The boundary between “scratch from carry/install” and “store-confirmed transit damage” is judged reasonably by Chill Garden; disputes follow written confirmation.

Transit damage (carrier / merchant responsibility)

  • Applies when Chill Garden confirms damage in transit / under carrier or merchant responsibility (e.g. severe packaging damage with product already damaged on delivery, and not stair-friction / assembly / customer or third-party move).
  • After confirmation, we arrange parts or replacement based on lead time; reasonable replacement costs are borne by the store.
  • The scratch section above only excludes carry / consented unpack / assembly / customer or third-party move marks; it must not be used to refuse confirmed transit damage under this section.
  • Remedies follow “Handling confirmed quality / transit issues” below.

Manufacturer defects

  • You may request reasonable parts replacement, repair, or exchange for manufacturer defects (notice window above).
  • Excluded:
    • A. Natural or manufactured material variation vs display/images (colour, grain, texture lines, fabric stitching, etc.);
    • B. Improper install, use, storage, accident, normal wear;
    • C. Issues after customer self-install, disassembly, modification, or moving;
    • D. Impact, cuts, improper bending, and similar human damage;
    • E. Scratches from stair/corridor carry, consented unpack-for-access, assembly, or customer/third-party moving (see above; not returnable). Store-confirmed carrier/merchant transit damage is not swallowed by this exclusion.

Unpack-for-access

  • If unpacking is needed to pass doors, stairs, corridors, or lifts, we notify you and obtain consent first.
  • After consented unpacking, damage and scratches during carry are the customer’s responsibility.
  • If you ask drivers to unpack without our prior notice, the same customer-borne risk applies.
  • Extra unpack / labour fees: confirmed in writing before delivery.

No-show and refunds

  • If no one is available at the address on delivery day: that trip’s delivery fee is not refunded; further delivery / redelivery fees apply (see Shipping policy).

Handling confirmed quality / transit issues

Only for cases we confirm as quality issues or confirmed transit damage.

Order of remedies

  1. Parts replacement or repair;
  2. Exchange (whole item or module) if repair/parts are not feasible;
  3. Chill Garden voucher only if exchange/repair is not possible, or we agree in writing (typically usable on our platform within one year; validity as stated when issued). Except where required by law, we do not offer original-path cash refund as a published option.

Who pays

  • Merchant responsibility (wrong item, store-confirmed transit damage): reasonable repair/exchange costs borne by the store.
  • Non-merchant-responsibility cases where we still agree in writing to an exchange path: transport fee from HK$500 (may be deducted from voucher) + 20% repackaging of product price, plus other reasonable recovery costs.
  • Change-of-mind remains refused; these fees are not a menu for discretionary returns.

Exchange conditions (where applicable)

  • Returned goods must be unused, resalable, and in original packaging; on-site inspection on collection day; damage/scratches that are not store-confirmed original defects may block the exchange.
  • Lead time depends on shipping origin and stock; Chill Garden does not compensate for reasonable delays.

Voucher settlement (exception, not first choice)

  • Quality issues prefer parts / repair / exchange.
  • Only when exchange/repair is impossible, or we agree in writing to a voucher: face value = purchase price − applicable service fees / confirmed exchange transport and packing fees, etc., as confirmed in writing.
  • Whether an issue is defect or wear is judged reasonably by Chill Garden; repair, replacement, or voucher is decided by the store.