Refund policy

This Return Policy explains how CHAL handles returns, exchanges, and 
damaged items. Our goal is to provide a fair and transparent experience 
while protecting the quality and sustainability of our curated 
collections.

Return Eligibility (Canada Orders)

You may request a return within 30 days of delivery for eligible items 
purchased in Canada.

To be eligible for return:

- Items must be unused, unassembled, and returned in original packaging
- All parts, accessories, and documentation must be included
- Proof of purchase is required
- Return must be initiated by emailing contact@chal.ca within 30 days 
  of delivery

The following items are not eligible for return:

- Final sale or promotional clearance items
- Items that have been installed, assembled, modified, or damaged 
  after delivery
- Reservations or made-to-order products once shipped
- Items returned in non-original condition (used, soiled, missing 
  parts, or assembled), which may receive a partial refund or no 
  refund at CHAL's discretion

Change-of-Mind Returns

If you change your mind or the item does not suit your space, the 
following conditions apply:

- Return shipping costs are the responsibility of the customer
- The original outbound shipping cost is non-refundable
- A restocking fee of 20% will be deducted from the refund for items 
  shipped from our Montréal stock
- A restocking fee of 25% will be deducted from the refund for items 
  fulfilled directly by our manufacturing partners (these items are 
  prepared specifically for each order and are subject to extended 
  fulfillment timelines disclosed at checkout)

These deductions reflect the operational costs of processing and 
restocking returns and apply only to non-defective returns.

Damaged or Defective Items (Canada)

If your item arrives damaged or defective, please contact us within 
7 days of delivery with:

- Your order number
- Clear photos of the outer packaging
- Clear photos of the damaged area
- A short description of the issue

After review, CHAL will determine the appropriate resolution based on 
the case. Resolutions may include:

- Replacement parts (when the issue is partial or component-related)
- A partial refund (when the issue is cosmetic and the customer wishes 
  to keep the item)
- A full replacement unit (subject to availability)
- A full refund (in cases where no other resolution is appropriate)

The appropriate resolution is determined by CHAL based on the nature 
of the issue, product availability, and case evaluation. Damage 
claims submitted after 7 days from delivery cannot be processed.

United States Orders

Due to international logistics and oversized product shipping costs, 
change-of-mind returns from the United States are not accepted.

If your item arrives damaged or defective, please contact us within 
48 hours of delivery with:

- Your order number
- Clear photos of the outer packaging
- Clear photos of the damaged area
- A short description of the issue

After review, we may offer replacement parts, a replacement item 
(subject to availability), a partial refund, or a full refund 
depending on the situation. The appropriate resolution is determined 
by CHAL.

Reservations and Out-of-Stock Items

Some CHAL products are available through reservation when inventory 
is temporarily unavailable.

- Reservations may be cancelled at any time before shipment for a 
  full refund
- Once the item has shipped, the standard return conditions above 
  apply

Incorrect or Incomplete Address

If a package is returned to us due to a customer-provided incorrect 
or incomplete address, the customer is responsible for the cost of 
re-shipping the order. If the customer requests a cancellation 
instead of re-shipping, the original shipping cost and any 
applicable restocking fee will be deducted from the refund.

Refund Process

Once your return is received and inspected, we will notify you by 
email of the approval status. Approved refunds are processed to the 
original payment method within a few business days.

Original shipping costs are non-refundable unless the item is 
defective or incorrect.

Exchanges

We only replace items if they are defective or damaged. If you need 
assistance, please contact our support team before sending any item 
back.

Return Address (Canada)

CHAL Decoration
4083 Saint Laurent
Montréal, QC H2W 1Y7
Canada

Need Help?

If you have questions about a return, please contact us at:
Email: contact@chal.ca

CHAL may update this policy from time to time to reflect operational 
changes. The version shown on this page is the current policy.