Refund policy

Last updated: November 12, 2026

1. All Sales Are Final

All purchases made through Chimely are final. Chimely does not offer refunds, returns, exchanges, or store credit for any reason, including change of mind, ordering the wrong item, no longer needing the product, or expectations that differ from the product received. Product descriptions, images, and specifications are provided on every product page, and customers are encouraged to review them carefully before checkout.

By placing an order, the customer acknowledges and agrees to this policy.

2. Damaged, Defective, or Incorrect Items

Chimely stands behind the condition of every item shipped. If an order arrives damaged, does not function as described, or is not the item that was ordered, Chimely will send a replacement at no additional cost, including shipping.

To qualify for a replacement, all of the following must be met:

  • The issue must be reported to support@chimely.ca within 7 days of the delivery date shown on the tracking information.
  • The message must include the order number, the name used at checkout, and a short description of the issue.
  • Clear photos or a short video must be included, showing the item, the packaging, and the shipping label. For items that do not work properly, a video showing the issue is required.

Chimely will review each claim and respond within 2 to 3 business days. Approved replacements are processed within 1 to 3 business days and shipped with tracking. A refund is not issued in place of a replacement. If the item is out of stock, Chimely may substitute an equivalent product or arrange a replacement once stock is available.

Chimely may ask for the damaged or defective item to be discarded or retained pending review, and will confirm this in the approval email. Return shipping is not required unless Chimely specifically requests it in writing, in which case Chimely will cover the cost.

3. What Is Not Covered

Replacements are not available for:

  • Normal wear, misuse, drops, liquid damage, or damage caused after delivery
  • Items modified, disassembled, or used outside the intended purpose
  • Battery depletion or the need to replace batteries, where batteries are used
  • Minor variations in colour, size, or finish caused by screen settings or manufacturing tolerances
  • Claims submitted after the 7-day reporting window
  • Delays caused by the carrier where the package is still in transit

4. Order Cancellations and Changes

An order may be cancelled or modified only if a request is sent to support@chimely.ca within 12 hours of purchase and before the order has entered processing. Once an order has been processed or shipped, it cannot be cancelled, changed, or redirected. If a cancellation is approved, the payment is returned to the original payment method.

5. Orders Cancelled by Chimely

Chimely reserves the right to cancel an order due to stock unavailability, pricing errors, suspected fraud, or payment issues. When Chimely cancels an order, the full amount paid, including shipping, is returned to the original payment method. Refund timing depends on the payment provider and is typically 5 to 10 business days.

6. Lost or Undelivered Packages

If a package has not arrived within 30 days of the shipping confirmation, Chimely should be contacted at support@chimely.ca. Chimely will investigate with the carrier and, where the package is confirmed lost, will send a replacement at no additional cost. Packages marked as delivered should be checked with neighbours, building management, and household members before a claim is filed.

7. Packages Returned to Sender

If a package is returned to Chimely because of an incorrect or incomplete address, a refused delivery, or an unclaimed shipment, Chimely will reship the order once the customer covers the $10.00 flat shipping rate again. Orders returned to sender and not claimed within 30 days are considered abandoned and are not refunded.

8. Payment Disputes and Chargebacks

Customers are asked to contact support@chimely.ca before opening a dispute with a bank or card issuer so the issue can be resolved quickly. Chimely responds to all support messages within 2 to 3 business days. Chargebacks filed on orders that were delivered as described, or that fall outside the terms of this policy, will be contested with documentation including order records, tracking, delivery confirmation, and proof of policy acceptance at checkout.

9. Statutory Rights

Nothing in this policy excludes, restricts, or limits any rights granted to consumers under applicable law that cannot be waived by agreement.

10. Contact

Questions about this policy may be sent to support@chimely.ca.