Politique de remboursement

RETURNS & REFUND POLICY
Last updated: August 2026

At Chadao, we want you to be completely satisfied with your purchase. This policy sets out your rights and our obligations in accordance with the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

1. YOUR RIGHT TO CANCEL (14-DAY COOLING-OFF PERIOD)

You have the right to cancel your order within 14 days of receiving your item(s), without giving any reason.

To exercise your right to cancel, you must notify us within 14 days of delivery by emailing hello@chadao.co.uk with your order number and a clear statement of your decision to cancel.

Once you have notified us, you have a further 14 days to return the item(s) to us.

2. RETURN SHIPPING COSTS

Return shipping costs are the responsibility of the customer. A flat return shipping fee of £2.00 will be deducted from your refund to cover our contribution to the return logistics cost.

This fee will be clearly communicated before you complete your purchase and applies to all standard returns within the 14-day cooling-off period.

3. REFUNDS WITHIN 14 DAYS

Provided the item is returned in its original condition, unused, and in its original packaging, you will receive a full refund of the purchase price minus the £2.00 return shipping fee.

No restocking fee applies to returns made within the 14-day cooling-off period.

Refunds will be processed within 14 days of us receiving the returned item, using the same payment method used for the original purchase.

4. EXTENDED RETURNS (15 TO 30 DAYS)

As a gesture of goodwill, we accept returns between 15 and 30 days of delivery. The following conditions apply:

— A 15% restocking fee will be deducted from your refund to cover handling, inspection, and repackaging costs.
— The £2.00 return shipping fee also applies.
— Items must be unused, undamaged, and returned in their original packaging.
— Refunds will be issued within 14 days of receiving the returned item.

Example: on a £40 purchase, the refund would be £40 — £6.00 (15% restocking) — £2.00 (return shipping) = £32.00.

5. DAMAGED OR INCOMPLETE RETURNS

If an item is returned in a condition that reduces its value — damaged, missing components, or not in its original packaging — we reserve the right to deduct up to 15% from the refund to cover the reduction in value, regardless of when the return is made.

6. NON-RETURNABLE ITEMS

The following items cannot be returned:

— Perishable goods (loose leaf tea, tea bags)
— Items that have been opened or used where hygiene applies
— Custom or personalised orders made to your specifications
— Digital products or downloadable content

7. DAMAGED OR FAULTY ITEMS

If your item arrives damaged or faulty, please contact us at hello@chadao.co.uk within 48 hours of delivery with your order number and photographs of the damage. We will arrange a replacement or full refund at no cost to you, in accordance with the Consumer Rights Act 2015.

8. HOW TO RETURN

1. Email hello@chadao.co.uk with your order number and reason for return.
2. We will confirm your return and provide the return address.
3. Pack the item securely in its original packaging.
4. Send the item using a tracked service — we recommend keeping proof of postage.
5. Once received and inspected, your refund will be processed within 14 days.

9. CONTACT

For any questions regarding returns or refunds, please contact us at:
hello@chadao.co.uk
chadao.co.uk