Returns & Refunds
We want you to be completely satisfied with your Charmkit purchase. If you're not happy with your order for any reason, we're here to help. Please follow our step-by-step return process below for a smooth experience:
Step 1: Review Eligibility
Before starting the return process, please ensure that your item meets the following eligibility criteria:
1. If you just don't want it:
- Make sure the item is in its original condition, unused, and in the original packaging.
- You initiate the return within 30 calendar days from the date of purchase.
- You should pay for the shipping.
2. If there is a product quality issues:
- You'll need to provide a video of the device's failure, as well as the virtual ID.
- Make sure the item is in the original packaging.
Step 2: Contact Customer Support
To initiate a return, please contact our Customer Support Team at info@charm-kit and provide the following information:
- Your order number.
- The reason for your return.
Items sent back to us without first requesting a return will not be accepted.
Step 3: Receive Return
Our Customer Support Team will review your request and, if eligible, provide you a return shipping label, as well as instructions on how and where to send your package.
Step 4: Prepare Your Return
- Carefully package the item(s) you are returning in the original packaging.
- Include the shipping label provided by our Customer Support Team with your return package.
- Ensure that all accessories, manuals, and any included items are included in the return package.
Step 5: Ship Your Return
If your return is due to a Charmkit error or a defective item, we will provide a prepaid return shipping label.
If the return is not due to our error, and after you have received our products for more than 30 days, you will be responsible for return shipping costs.
Step 6: Inspection and Processing
Once we receive your returned item, our team will inspect it to ensure it meets the eligibility criteria. We will process your return based on the following:
- If the return is approved, we will issue a refund to your original payment method or provide a replacement, depending on your preference.
- If the return is not approved, we will contact you to discuss the next steps.
If you have any questions or need assistance with your return, please reach out to our Customer Support Team at info@charm-kit. We're here to assist you throughout the return process.
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right. We will need to work with you to procure the documentation needed to file a claim with the shipping company - which includes photos of the box, wrapping, and damage to the piece caused by shipping company. If an item is lost in transit, we will work diligently with you to either replace it or offer a refund.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 7 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 10 business days have passed since we’ve approved your return, please contact us at info@charm-kit.
Please note that Charmkit reserves the right to update or modify this policy at any time without prior notice. We recommend reviewing our return policy periodically for any changes.