RETURN & REFUND

Here, you'll find detailed information about our return conditions, processing procedures, and refund timelines applicable to orders placed with Charmety.

1. Order Change/Cancellation Support Time

We support customers in changing or canceling orders within 6 hours from the time of purchase. Customers can modify the design, size,  quantity, shipping address, or cancel their order by contacting us via email at [email protected].

The full order amount will be refunded for cancellations made within the supported timeframe and will be returned to the original payment method used by the customer.

2. Return & Refund Process

2.1 Conditions

To request a return or refund, customers must meet the following conditions:

  • The received product falls under one of the 4 accepted return & refund cases as outlined in Section 3.
  • The request must be submitted within 35 days from the date of product receipt.
  • The product requested for return or refund must be unused, unwashed, undamaged due to customer actions, and still have its original tags intact.

2.2 Process

Send your return or refund request via email to [email protected], providing all necessary information: order ID, description of the defect/issue, and supporting video/images.

Upon receiving your request, we will proceed with processing and verifying the issue. In cases where verification is difficult, we may contact the customer to request additional information. The processing time for requests can range from 12-24 business hours, depending on the complexity of verification and customer cooperation.

Once your return or refund request is confirmed as valid, we will proceed with one of two solutions:

  • Sending a replacement product (we will cover shipping costs) to the customer if the item is available in our inventory.
  • Issuing a refund to the customer via the original payment method (including shipping costs). Our processing time for refunds can take 1-2 business days. Please note that the actual time to receive the refund may vary from 3-8 days, depending on your payment service provider and bank.

Important Note: Customers can choose one of these two options by including their preference in the return or refund request email. If no preference is stated, we will prioritize sending a replacement product.

3. Four Accepted Return & Refund Cases and Size Exchange Policy

We accept returns and refunds for the following cases:

  • Defective T-shirt product received: This includes issues such as misaligned stitching, blurry or incorrectly positioned prints, or torn/holed shirts.
  • Order received does not match the order placed: For example, ordering T-shirt design A but receiving design B, or ordering size M but receiving size L, etc.
  • T-shirt product does not match description: Regarding color, size, fabric material, or print on the shirt.
  • Order lost in transit: If more than 35 days have passed since the order date and the order has not been received.

Important Note on Shipping Costs:

  • For cases where the product is defective, the order is incorrect, the product does not match the description, or the order is lost (falling under one of the 4 cases above): Customers are not required to return the item, and no return shipping costs will be incurred.
  • We also support exchanges if the customer ordered the wrong size. In this scenario, the customer is required to return the product to us and will be responsible for the return shipping costs.

4. Cases Where Return & Refund Are Not Accepted

We do not accept returns or refunds for the following cases:

  • T-shirt products that have been worn, washed, used, or damaged due to customer actions.
  • Returns/refunds requested for personal reasons (e.g., dislike the product, no longer need it).
  • Return/refund request submitted more than 35 days after the product receipt date.

5. Contact & Support

The information provided in this Return & Refund Policy comprehensively covers our policy. Should you have any further questions or encounter issues while submitting a return or refund request, please contact us via:

  • Email: [email protected]
  • Phone Number: 732-712-4905
  • Support Hours: Mon - Fri, 9 AM - 5 PM EDT.

We are always ready to assist and answer our customers' inquiries.