سياسة الاسترداد

At Chill Filter Khaini, we prioritize product quality and customer safety. Because our products (Cyan Classic & Gold Premium) are consumable pouch items, strict health and hygiene regulations apply across all Gulf Cooperation Council (GCC) countries.

1. Health & Hygiene Policy (Non-Returnable Items)

Due to health, hygiene, and product integrity standards enforced across the UAE, KSA, and other GCC nations:

  • Opened, unsealed, or tampered pouches CANNOT be returned or refunded under any circumstances once delivered.

  • We cannot accept returns based on personal taste preferences, mild flavor differences, or individual strength choices.

2. Eligible Returns & Replacements

We accept return requests or offer replacements within 7 days of delivery under the following strict conditions:

  • Wrong Product Shipped: You received a different variant from what you ordered (e.g., received Cyan Classic instead of Gold Premium).

  • Damaged Packaging: The outer foil or protective packaging was torn, damaged, or broken prior to delivery.

  • Intact Factory Seal: The product box/pouch remains 100% unopened, factory-sealed, and in original condition.

3. How to Request a Return or Replacement

If your order meets the eligible conditions above, follow these steps within 7 days of receiving your order:

  1. Take clear photos or a short video showing the unopened item and the shipping label/damage.

  2. Email our support team at support@chillkhaini.com with your Order Number and reason for return.

  3. Our team will review your claim within 24 to 48 hours and provide further instructions for collection or exchange.

4. Refund Execution & Timelines

Once your returned item is received and inspected at our distribution warehouse:

  • Card Payments: Approved refunds will be credited back to your original debit/credit card within 7 to 14 business days (depending on your bank's processing time).

  • Cash on Delivery (COD) Orders: For COD purchases, approved refunds will be issued as a Store Credit Voucher or via direct Bank Transfer (IBAN) inside UAE and KSA.

  • Shipping Fees: Original shipping costs and local customs clearance fees are non-refundable unless the return is due to our error (wrong or damaged item sent).

5. Order Cancellation Policy

  • Orders can be cancelled free of charge before they are dispatched from our warehouse.

  • To cancel an order, contact us immediately at WhatsApp.

  • Once an order has been handed over to the courier network, it cannot be cancelled and standard return rules will apply upon delivery.