Refund policy

At CHALAB, your satisfaction is our priority. Please read our return and refund policy carefully before making a purchase.

7-Day Return Window You have 7 days after receiving your item to request a return. To be eligible, the item must be in the same condition you received it — unworn or unused, with tags, and in its original packaging. You'll also need your receipt or proof of purchase.

How to Start a Return Returns are only accepted for items that arrive damaged, defective, or not as described. We do not accept returns for personal reasons or change of mind.

To start a return, contact us at info@chalabstore.com with your order details and supporting photos or videos of the issue. The more specific you are, the better we can help. If your return is accepted, we'll send you instructions on how and where to send your package. Return shipping is free for all accepted returns. Items sent back without first requesting a return will not be accepted.

Return Conditions by Product Type

  • Apparel & accessories — Must be unworn, unwashed, undamaged, and unaltered, with original tags and hygiene sticker (if applicable) intact
  • Electronics & personal devices — Must be unused, inactivated, and returned in original packaging with all manuals and parts included. Returns will be rejected if damage is caused by customer misuse or if components are missing
  • Home, lifestyle & sporting goods — Must be in original unused condition with all accessories and original packaging included
  • All other categories — Must maintain original quality and function, with tags, manuals, and warranty cards complete. No traces of damage, contamination, or unreasonable use

Return Shipping Cost

Reason for Return Who Pays Shipping
Item arrived damaged, defective, or not as described Seller covers return shipping
Personal reason / change of mind Not accepted

1. Delayed Orders We will process a refund, resend, or return for orders that are delayed (lacking tracking, in transit, pending, or expired) based on the following timeframes from the date the order departed our warehouse:

  • General: 60 days
  • USA: 45 days
  • Brazil: 110 days (due to strict customs clearance)

Note: If tracking shows your package is at a local post office (due to insufficient address, unclaimed package, etc.), we recommend contacting your local post office directly. This is especially relevant for customers in Israel, where packages are often delivered to self-pickup cabinets. If tracking shows a delivery confirmation but you haven't received your package, we will do our best to investigate — however, this process can take 1–2 months and a positive outcome cannot be guaranteed.

2. Orders Not Received If tracking shows your order as delivered, we are unable to process a refund or resend unless you provide a non-delivery certification issued by your local post office with an official seal.

If your tracking shows an alert (e.g. incorrect address, refused delivery, unclaimed package, uncleared customs, etc.), our local distributor will attempt delivery 1–3 times. If unclaimed, the package will be held at the local post office for 3–7 days before being returned to our logistics company. CHALAB takes no responsibility for items lost during return transit.

3. No Delivery Refund Exclusions You are NOT eligible for a refund if non-delivery is caused by:

  • Acts of nature (floods, earthquakes, hurricanes, storms, etc.)
  • Courier operational issues (strikes, equipment breakdowns)
  • Incorrect, incomplete, or inaccurate address provided by customer
  • Missed delivery or refused package by customer
  • Package awaiting pickup by recipient
  • Customer-requested delivery reschedule
  • Package delivered within the guaranteed timeframe
  • Force majeure events beyond carrier control

4. Damaged Products Please inspect your order upon arrival and contact us immediately if your item is defective, damaged, or incorrect so we can make it right.

  • Badly damaged packages: full refund or replacement
  • Partially damaged packages: partial refund or replacement (minor issues such as loose threads, slight wrinkles, or small scratches are excluded)

Note: For fragile products, a refund is recommended. Damaged packaging boxes are not eligible for refunds due to the nature of international shipping.

5. Incorrect or Missing Products CHALAB has a strict quality control process. If something isn't right:

  • Wrong product received: full refund or replacement
  • Wrong colour or size (not affecting function): resend or exchange
  • Missing parts not affecting function: partial refund or resend of missing part
  • Missing parts affecting function: resend of full product
  • Missing accessories: resend of accessories

6. Order Cancellations Full refunds are available for cancellations made before your order is processed by our warehouse.

Non-Returnable Items Certain items cannot be returned, including:

  • Personal care and beauty products — due to hygiene and safety reasons
  • Hazardous materials, flammable liquids, or gases
  • Sale items and gift cards
  • Custom or personalized products
  • Virtual or digital products

Exchanges The fastest way to get what you want is to return your item and, once the return is accepted, place a new order for the replacement.

Refund Processing Once we receive and inspect your return, we'll notify you of the approval status. If approved, your refund will be processed to your original payment method within 10–14 business days (in some cases up to 20 business days depending on your financial institution). If more than 20 business days have passed since approval, contact us at info@chalabstore.com.

Dispute Deadline Disputes cannot be opened once an order status is closed.

Force Majeure CHALAB is not responsible for delays or damage caused by events beyond our control, including but not limited to: natural disasters, epidemics, international conflicts, strikes, earthquakes, floods, storms, heavy snow, or customs inspections. We will notify you via email or message in such cases.