Refund Policy

Last updated: 16 October 2025

At GetChillFeet, we want you to be completely satisfied with your purchase.
This Refund Policy explains your rights under EU consumer law, and how you can request a refund, replacement, or return for products purchased from our webshop.

1. Right of Withdrawal (EU 14-Day Return Policy)

Under EU law, you have the right to withdraw from your purchase within 14 days without giving any reason.
This means you can return your product within 14 days after receiving it, and we will issue a full refund.

To be eligible for a refund:

• The product must be unused, undamaged, and returned in its original packaging.

• You must notify us of your intention to return the item within 14 calendar days of receiving it.

To exercise your right of withdrawal, please contact our customer support team:
📧 support@getchillfeet.com

After receiving your request, we’ll provide return instructions and the return address.

2. Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to:

• Products that have been used, damaged, or altered after delivery

• Items that are not suitable for return for hygiene or safety reasons if unsealed after delivery

• Customized or personalized products

If a product falls under one of these exceptions, we will clearly state it on the product page.

3. Refunds for Returned Items

Once your returned item is received and inspected, we will notify you by email.
If approved, your refund will be processed within 5–10 business days using the same payment method you used for your purchase.

Refund amount

You will receive a full refund of the product price, including standard shipping costs.
However, if you selected an express or premium delivery option, only the standard shipping rate will be refunded as required by EU law.

If the product shows signs of use or damage beyond what is necessary to establish its condition, we reserve the right to deduct a reasonable amount from the refund to cover any loss in value.

4. Return Shipping Costs

We offer free returns for defective or incorrect items.
If you are returning a product because you simply changed your mind, you will be responsible for return shipping costs unless otherwise stated.

We recommend using a trackable shipping service and keeping proof of postage until your refund has been confirmed.

5. Damaged or Defective Products

If your product arrives damaged, defective, or incorrect, please contact us within 7 days of receiving it.

Email: support@getchillfeet.com
Include:

• Your order number

• Photos of the damaged product and packaging

• A short description of the issue

We will review your case within 5 business days and offer one of the following solutions:

• A free replacement, or

• A full refund, including shipping costs

Return shipping for damaged or defective items is always covered by GetChillFeet.

6. Lost or Missing Orders

If your package does not arrive within the expected delivery timeframe, please contact us.
We will open an investigation with the courier.

If the shipment is confirmed as lost, you may choose between:

• A replacement product, or

• A full refund

If your order is delayed but still in transit, we will keep you updated until it arrives.
After 30 days without delivery, you have the right to cancel the purchase and request a full refund under EU consumer law.

7. Processing Time for Refunds

Once we approve your refund, it will be processed automatically to your original payment method.
Please allow:

• 5–10 business days for the refund to appear in your bank account or on your credit card statement.

If you haven’t received your refund after this period, please contact your bank or payment provider first.
If the issue persists, reach out to us at support@getchillfeet.com.

8. Order Cancellations

If you wish to cancel your order before it has shipped, please contact us immediately.
If the order has not yet been dispatched, we will issue a full refund right away.
If the order has already been shipped, you can still use your 14-day return right after receiving it.

9. Contact Information

For all refund or return inquiries, please contact our customer service team:

📧 support@getchillfeet.com
🌐 www.getchillfeet.com

Our customer service team is available Monday to Friday, 9:00–17:00 (CET).
We typically respond within one business day.

10. Compliance with EU Law

This Refund Policy is based on Directive (EU) 2011/83 on Consumer Rights, which applies to all online purchases within the European Union.
Your legal rights under EU consumer protection law are not affected by this policy.