Refund & Returns Policy

Our commitment

At CHILLMATE, your satisfaction matters. This policy explains exactly what happens if something goes wrong with your order — a damaged item, a delay, or a simple change of mind — and how we make it right.

1. Damaged or faulty items

If your ChillMate™ arrives damaged, defective or not as described, you are covered by our 30-day replacement promise:

  • Contact us within 30 days of delivery with your order number and a photo or video of the issue.
  • Once verified, we will send a free replacement or issue a full refund — your choice.
  • You will not be asked to return the damaged item in most cases.

2. Delayed orders

Orders are dispatched within 1–3 business days and typically arrive within 7–15 business days, depending on your destination. You will receive a tracking link by email as soon as your order ships.

  • If your order has not arrived within 30 days of dispatch, contact us and we will open an investigation with the carrier.
  • If the parcel is confirmed lost in transit, we will reship your order at our cost or refund you in full — your choice.

Note: during peak seasons (for example White Friday or Ramadan sales) delivery may take a few days longer than usual.

3. Change of mind

Changed your mind? We accept returns under the following conditions:

  • Contact us within 14 days of delivery.
  • The item must be unused, undamaged and in its original packaging with all accessories (lid and straw). For hygiene reasons, we cannot accept returns of used drinkware.
  • Return shipping is at the customer's cost unless the item was faulty.
  • Once received and inspected, we refund the item price to your original payment method within 5–10 business days.

4. How refunds are processed

Approved refunds are returned to the original payment method used at checkout. Depending on your bank or card provider, the amount may take an additional 5–10 business days to appear on your statement.

5. Cancellations

Want to cancel? If your order has not yet been dispatched, contact us as soon as possible and we will cancel it and refund you in full. Orders that have already shipped follow the change-of-mind process above.

6. Contact us

For any refund, damage, delay or return question, email adammohamed_ms@yahoo.com with your order number. We reply within 24 hours.

CHILLMATE operates from Dubai, United Arab Emirates. This policy applies to all orders placed through this store.