Refund policy

At Chloia, every order is made with care, especially for you. As many of our products are made-to-order and/or customized, we do not accept returns or exchanges for change of mind, incorrect selections made by the customer, or personal preferences.

Eligible Returns & Replacements

We accept return or replacement requests only in the following circumstances:

  • The product arrives damaged or defective.

  • You receive the wrong product, phone model, design, or item due to an error on our part.

  • The product received is significantly different from what you ordered.

How to Report an Issue

If you receive a damaged, defective, or incorrect product, please follow these steps:

  1. Contact us within 48 hours of delivery at chloiaofficial@gmail.com.

  2. Provide your order number and clear photos/videos showing the issue.

  3. For damaged or incorrect orders, we may require a complete unboxing video. The video should clearly show the package and product from the moment the package is opened.

  4. Our team will review the request and, if approved, provide you with the next steps.

Please do not return or ship any product to us without receiving prior confirmation from our team. Unauthorized returns may not be accepted.

Non-Returnable & Non-Replaceable Items

Returns or replacements are not accepted in the following cases:

  • Change of mind or simply not liking the product.

  • Incorrect phone model selected by the customer while placing the order.

  • Incorrect personalization, including names, text, images, designs, or other information provided by the customer.

  • Minor differences in colour, appearance, or finish caused by different screens, lighting conditions, or display settings.

  • Minor variations that may naturally occur during the printing or manufacturing process.

  • Products that have been used, washed, altered, modified, damaged, or mishandled after delivery.

  • Customized or made-to-order products that have been produced according to the specifications or information provided by the customer.

Refunds

If a refund is approved, it will be processed after the returned product, where applicable, has been received and inspected by our team.

Approved refunds are generally processed within 5–7 working days. Once processed, the time required for the refund to reflect in your bank account or original payment method may vary depending on your bank, card issuer, or payment provider.

Replacements

Depending on the nature of the issue, Chloia may offer a replacement instead of a refund.

Replacement eligibility will be determined after reviewing the reported issue and may also depend on product availability.

If the issue is confirmed to have occurred due to an error on our part, Chloia will bear the applicable shipping costs for the replacement.

Important

Chloia reserves the right to review each return, replacement, or refund request individually. We may request additional information, photographs, videos, or other evidence to verify the reported issue before approving a request.

By placing an order with Chloia, you acknowledge and agree to the terms of this Return & Refund Policy.