Refund policy

Return and Refund Policy

Effective date: July 10, 2026

This policy applies to purchases from Chiltan Group LLC, doing business as CHILTAN (“CHILTAN,” “we,” “us,” or “our”). Nothing in this policy limits any non-waivable rights you have under applicable law.

Return window and authorization

You must request a return authorization within 14 calendar days after delivery. Email CHILTANGROUPLLC@gmail.com with your order number, the item and quantity, the reason for the return, and photographs when relevant. Do not send merchandise back before receiving written return instructions and a return merchandise authorization (“RMA”). Unauthorized, late, refused, or misdirected returns may be rejected to the fullest extent permitted by law.

Return eligibility

To be eligible, merchandise must be unused, uncut, uninstalled, unaltered, clean, resalable, and returned in its complete original packaging with all labels, accessories, protective films, and documentation. You are responsible for measuring, confirming color and finish, ordering the correct quantity, and inspecting products before cutting or installation. Installation, cutting, drilling, gluing, damage, missing packaging, or other alteration makes the item ineligible for return except where applicable law requires otherwise.

Final-sale, clearance, discounted-as-final, custom, made-to-order, special-order, opened consumable, sample, and gift-card items are not returnable unless required by law. Color, veining, gloss, texture, and pattern placement can vary by screen, lighting, production batch, and manufacturing process; ordinary variation is not a defect.

Return shipping and risk of loss

Except for a verified incorrect item or defect for which CHILTAN is responsible, the customer must arrange and pay all return shipping, freight, insurance, packaging, lift-gate, residential, re-delivery, and related charges. Original shipping, delivery, and handling charges are non-refundable to the fullest extent permitted by law. Returns travel at the customer’s risk until received and inspected by CHILTAN. Use a trackable, adequately insured service and packaging suitable for large wall panels.

Restocking fee

Approved returns are subject to a 20% restocking fee, deducted from the merchandise amount, to the fullest extent permitted by law. Additional deductions may be made for missing items, non-original packaging, damage, diminished value, or charges incurred because the return did not follow our written instructions. We will not impose a restocking fee where prohibited by law or on a verified incorrect or defective item for which CHILTAN is responsible.

Freight damage, shortages, and incorrect items

Inspect every shipment before signing the delivery receipt. Note visible damage, shortage, or packaging concerns on the carrier’s delivery receipt and photograph the shipment, labels, packaging, and product. Refuse delivery if the product appears materially damaged and the carrier permits refusal. Report damage, shortages, or an incorrect item to us as soon as reasonably possible, preferably within 48 hours after delivery, so we can preserve carrier claims. Failure to make a prompt report may limit available remedies where permitted by law, but does not waive rights that cannot lawfully be waived. Keep all packaging until the claim is resolved. Do not install a product you believe is defective, damaged, or incorrect.

Inspection and refunds

Receipt of a return does not guarantee approval. We inspect all returned merchandise. If approved, the refund will be issued to the original payment method for the eligible merchandise amount, less the 20% restocking fee and any permitted deductions. Banks and payment providers may require additional processing time. If a return is rejected, you are responsible for arranging and paying for its recovery or re-shipment; unclaimed merchandise may be handled as permitted by law.

Exchanges

We do not guarantee direct exchanges. The fastest option is usually to place a new order after receiving return authorization for the original item. New orders are separate transactions and remain subject to availability, price, and acceptance.

Cancellations and order changes

Cancellation or change requests are not guaranteed. We may approve a request only before processing, allocation, cutting, packing, tender to a carrier, or other fulfillment activity begins. Once fulfillment begins, the order is governed by this return policy. Special-order, custom, and final-sale items may not be cancelled to the fullest extent permitted by law.

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

Please contact us first so we can investigate and attempt to resolve a concern. Nothing here restricts any lawful right to dispute a charge, but knowingly false, duplicative, or abusive claims may be contested using order, delivery, communications, and inspection records.

Contact

Chiltan Group LLC d/b/a CHILTAN
Email: CHILTANGROUPLLC@gmail.com