Return Policy

Refunds or store credits may be granted for incorrect or faulty merchandise.

All Promotional offers are final, no returns or exchanges.  

Customers have up to 30 days after receiving a shipment to return an non promotional item.

If the return is not due to an incorrect or faulty item, a 25% restocking fee will applied and the customer will be responsible for return shipping cost.

Return Policy for Incorrectly Order Items

Occasionally, customers realize they ordered the wrong item or find they don’t have no use for it. That’s not a problem.

We will gladly accept returns if the items:

* Have not been used or installed

* Are in its original manufacturer packaging

* Are in New Resalable Condition within 30 days of purchase

Customers will then have two options:

* Accept a Store Credit

* Request a refund which will be subject to a 25% restocking fee 

Customers are responsible for return shipping cost as well.

Return Packaging

It is the customer’s responsibility to make sure that the shipment being returned is packaged “appropriately” to prevent damages. 

Once our Returns Department receives the return, there will be a thorough inspection of the item(s) returned to confirm that the return has been delivered as expected.

Item Damaged Upon Receipt (due to mishandling by shipping carrier)

If a shipment is damaged by the carrier, it is important for customers to accept the shipment & notify our customer service representatives within 2 business days. (Please do not refuse the package as it will be refused by our Receiving Department & incur additional shipping charges).

Our credits department is required to report a damaged shipment to the carrier within 2 business days, otherwise reimbursement for the shipment may be withheld.

If the shipment is held longer than 2 business days, it may be treated as an incorrectly ordered shipment (see above).

If the shipment is within 2 business days, our friendly customer service representatives will gladly accept the return and provide either a replacement or a 100% Full Refund. A Return Merchandise Authorization (RMA) number will be issued and directions on how to return the item will be provided. In order to receive a replacement immediately, the customer will be asked to provide his/her credit card information once again and place another payment, which will be credited once the return is finalized.

The Returns Department performs a thorough inspection of the items returned to confirm that the return is delivered as expected. (Discrepancies found with what is verbally explained to our customer service reps, which are saved in the customer’s account may result in a refusal of the return).

Only when a return is confirmed by the Returns Department is the Credits Department able to issue the appropriate credit back to the customer’s card.

Wrong Items were shipped (or items are missing in the shipment)

Our Shipping Department takes pride in its 98% shipping accuracy rate. However if you do receive an incorrect item due to a shipping error or if your order is incomplete, please call customer service to report the error and a supervisor will be able to provide you with a satisfactory resolution. We apologize for any inconvenience that may be caused, but we will make every reasonable effort to satisfy our customers.

The customer service supervisor is required to gather the order information, such as total weight of the package delivered and total expected weight, and investigate with the Inventory Manager, Shipping Department, and with the shipping carrier to confirm the customer’s claim.

Once the error is confirmed, a Return Merchandise Authorization (RMA) number will be issued and directions on how to return the item will be provided. (Please note that there may be additional repacking fee if the original box is defaced. Please remember not to write the RMA number directly on the manufacturer’s box)

If the order was shipped incompletely, the customer will be sent the remainder of the items that were missing from the shipment immediately.

In order to receive a replacement immediately, the customer will be asked to provide his/her credit card information once again. If the customer decides to cancel the return, the charge for the old and new shipments will remain on the credit card.

If the customer finds the product elsewhere and simply wants to return the item (unopened), we will credit the customer with a 100% full refund once the item is returned.

The Returns Department performs a thorough inspection of the items returned to confirm that the return is delivered as expected. (Discrepancies found with what is verbally explained to our customer service reps, which are saved in the customer’s account may result in a refusal of the return).

Although it is our responsibility to pay for the return shipping of the item, please remember that any damages that occur during the return shipping due to “insufficient packaging”  will be subject to refusal by the Receiving Department and a void of the RMA.

Item Ordered is Defective

Chrysome products sold are brand new at premium quality. Additionally, our Shipping Department goes the extra mile to open factory sealed boxes and input additional packaging material (if needed), to ensure that the item does not get damaged during shipment. We make an extremely great effort to prevent customers from receiving damaged items that result in defects.

For items within the 30-day return period, we will issue an RMA for refund processing or deal with the supplier ourselves in order to receive a replacement immediately. The customer will be asked to provide his/her credit card information once again. If the customer decides to cancel the return, the charge for the old and new shipments will remain on the credit card.

If the defective item was ordered beyond the 30-day return period, customers should notify us first. We will then initiate the process for a warranty claim through the supplier.

The Returns Department performs a thorough inspection of the items returned to confirm that the item is defective. If it is determined that the item is: not defective, still in working order or damaged as a result of improper installation/handling; the RMA will be canceled. The item will be shipped back to the customer and the shipping cost will be charged to the customer’s credit card.