Refund & Return Policy

Effective date: July 10, 2026

This Refund and Return Policy applies to purchases from CHILTAN, operated by Chiltan Group LLC. Because our wall panels are large-format building materials that commonly ship by freight, the conditions below are material terms of every order.

14-day return request window

You may request authorization to return an eligible item within 14 calendar days after recorded delivery. To request a return, contact us through our Contact page and provide your order number, the items and quantities involved, the reason for return, and photographs showing the current condition and packaging. A return is not approved until we issue written Return Merchandise Authorization (RMA) instructions. Unauthorized returns may be refused.

Return condition

To qualify for return, panels must be unused, uninstalled, uncut, undrilled, unpainted, unaltered, clean, complete, in their original undamaged packaging, and suitable for resale. The customer is responsible for protective packaging and for following the approved freight carrier, routing, and pickup instructions.

Customer-paid return shipping

The customer is responsible for all return shipping, freight, liftgate, residential, limited-access, packaging, insurance, and related return costs, unless applicable law requires otherwise or CHILTAN agrees otherwise in writing before shipment. If we arrange return freight, that cost will be deducted from the refund. The customer bears the risk of loss or additional damage during return transit until the return is received and accepted by us.

20% restocking fee

Approved non-defective returns are subject to a 20% restocking fee, calculated from the returned product purchase price and deducted from the refund. Original outbound shipping, delivery, handling, expedited service, and accessorial freight charges are non-refundable. A restocking fee will not be charged when we verify that we shipped the wrong item or where applicable law prohibits the fee.

Non-returnable items

• Installed, cut, trimmed, drilled, painted, sealed, glued, fastened, or otherwise modified panels
• Panels removed from protective packaging when their condition or batch integrity cannot be verified
• Custom, special-order, made-to-order, clearance, final-sale, sample, or discontinued items
• Items damaged after delivery through storage, handling, installation, misuse, improper substrate preparation, improper adhesive or sealant, moisture intrusion behind the panel, or failure to follow instructions
• Items returned after the 14-day request period, except where applicable law requires otherwise

Inspection, damage, shortages, and incorrect items

Inspect every shipment before signing the delivery receipt. Count the packages and note visible damage, punctures, crushing, water exposure, or shortages in specific detail on the carrier's receipt before the driver leaves. Photograph the shipment, packaging, labels, and affected panels. Report visible freight damage or shortage to us within 48 hours after delivery. Prompt notice is necessary to preserve carrier evidence and may affect our ability to obtain carrier reimbursement, but it does not waive any right that cannot lawfully be waived.

Do not install, cut, or alter an item claimed to be damaged, defective, or incorrect. We may require additional photographs, measurements, packaging, inspection, or return of the item. For a claim we verify, CHILTAN will provide the remedy required by applicable law and may, where legally permitted, choose repair, replacement, store credit, or refund. Any return-freight reimbursement must be authorized in writing before the return is shipped.

Refund timing and deductions

Returns are inspected after receipt, generally within 5 to 10 business days. If approved, the refundable amount is sent to the original payment method, normally within 7 to 10 business days after approval, less the 20% restocking fee, non-refundable outbound charges, authorized return freight arranged by us, and any documented loss in value caused by condition, missing packaging, or customer damage. Your bank may require additional processing time.

Cancellations and refused delivery

An order may be cancelled without a restocking fee only if we approve the cancellation before picking, packing, tendering, or dispatching the order. After dispatch, cancellation or refusal is treated as a return and all return freight, redelivery, storage, outbound shipping, and applicable restocking charges apply. Refusing delivery does not automatically create a right to a full refund.

Cancellation fee

If CHILTAN approves a customer-requested cancellation before processing, allocation, cutting, packing, tender to a carrier, or other fulfillment activity begins, CHILTAN may deduct a cancellation fee equal to 3% of the total order amount from the refund, where permitted by law. The fee does not apply when CHILTAN cancels the order or when a refund without that fee is required by applicable law.

Chargebacks and payment disputes

Please contact us promptly and allow a reasonable opportunity to investigate and resolve an order issue. We retain order, authorization, policy-acceptance, communication, and delivery records and may submit them in response to a payment dispute. Nothing in this policy waives a right or remedy that cannot lawfully be waived.

Contact and return authorization

Chiltan Group LLC
700 Jim Wright Fwy N, Suite I-4, White Settlement, TX 76108
Email: CHILTANGROUPLLC@gmail.com
Return requests must begin through our Contact page. Do not ship a return to this address unless the written RMA instructions direct you to do so.