Refund policy

Chez Moi Returns & Refunds Policy

At Chez Moi, we are committed to ensuring your satisfaction. Please review our detailed Returns & Refunds Policy for a seamless shopping experience.

 

How to Request a Return

  1. Please contact us directly via our chat window on the homepage or WhatsApp on 052 825 8835
  2. Our team will arrange a free pick-up through our partner courier service.
  3. For efficient processing, please send all items you wish to return from the same order in a single shipment.

Returns Policy

  • Free Returns: We offer free returns for all online purchases.
  • Eligibility: Items must be unused and in satisfactory condition to be returned within 48hours of purchase.
  • Documentation and Packaging: Please retain all original documentation and packaging to facilitate your return.
  • Damaged or Soiled Returns: Returns that are damaged, soiled, or do not meet our requirements may be refused and sent back to you.
  • Non-Refundable Fees: Original delivery charges and any additional fees incurred at the time of purchase are non-refundable.
  • Exchange Policy: We currently do not offer exchanges. You may return your item and place a new order for the desired product, subject to stock availability.
  • Right to Refuse Returns: Chez Moi reserves the right to reject returns that do not comply with the conditions outlined above.

Order Cancellation Policy

Cancellation Window

  • You may cancel your order within 24 hours of placing it. After this period, the order will be processed and cannot be canceled.

How to Cancel

  • Please contact us directly via our chat window on the homepage including your order number and picture of the item.

Refund Process

  • If canceled within the allowed window, a full refund will be issued to the original payment method.
  • Refunds may take up to 14 business days to reflect, depending on your payment provider.

Non-Cancelable Orders

  • Orders that have been shipped or are in the delivery process cannot be canceled. However, you may return the item in accordance with our Returns Policy after receiving it.

Cancellation Fees

  • Chez Moi reserves the right to charge a cancellation fee if the cancellation request is made after the order has been processed or shipped.

Refunds

Once your return is received, it may take up to 4 calendar days to process. If approved, refunds will be issued to the original payment method. Please note that refunds may take up to 14 business days to reflect, depending on your payment provider.

  • Payment by Card: Allow additional processing time based on your financial institution.

Damaged or Faulty Products Policy

At Chez Moi, we prioritize quality. In the rare instance your order arrives damaged or faulty, follow these steps:

Inspection and Reporting

  1. Inspect on Delivery: Check your order upon receipt. If the item is damaged or faulty, contact us immediately.
  2. Reporting Timeframe: Notify Chez Moi Customer Care within 48 hours of receiving the order. Claims made beyond this period may not be processed.

How to Report

  • Please contact us directly via our chat window on the homepage.
  • Provide your order number and clear photographic evidence of the damage or defect.

Eligibility

  • Items must show visible signs of damage upon arrival, such as broken packaging, scratches, or dents.

Resolution Options

  1. Replacement: If eligible, we will arrange a replacement, subject to stock availability.
  2. Refund: If a replacement is unavailable, a full refund will be issued to the original payment method.

Return Process

  • You may be required to return the damaged or faulty product. Chez Moi will cover return shipping costs for defective items.

Exclusions

  • Items damaged due to misuse, normal wear and tear, or customer mishandling are not eligible for returns or refunds.

Refund Timeline

  • Refunds for damaged or faulty items will be processed within 10–14 business days once the return is received and inspected.