Refund policy
Refunds
Refunds are available for issues related to the operation of the product. Cosmetic changes such as scratches or other alterations to the appearance of the cooler boxes are not eligible for a refund. Once we receive and inspect your returned item, we will notify you via email about the approval or rejection of your refund or replacement.
If approved, your refund/replacement will be processed, and a credit will automatically be applied to your credit card or original method of payment within a certain number of days, if applicable.
Refunds are also available if you change your mind and the product is not for you. Just note that a return courier fee of R90.00 will be deducted from your refund amount.
Late or Missing Refunds
If you haven’t received a refund yet, please follow these steps:
1. Check your bank account again.
2. Contact your credit card company, as it may take some time before your refund is officially posted.
3. Contact your bank, as there is often some processing time before a refund is posted.
If you have done all of this and still have not received your refund, please contact us at hello@chilluxe.co.za.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@chilluxe.co.za.
Frequently Asked Questions
Shipping & Delivery
When will my order arrive?
Our standard processing times are approximately 3-5 business days before goods are shipped. After processing, standard nationwide courier times apply. During peak periods (such as summer and the festive season), lead times may be slightly longer.
How long will my order take to arrive once it has been dispatched?
Orders containing in-stock products should be delivered within 2-3 business days after processing and dispatch. Deliveries to outlying areas may take slightly longer.
How do I track my order?
You will be notified once your order has left our facility, and your courier tracking information will be sent to you via email. If you are having difficulty tracking your order once it has been shipped, please email us at hello@chilluxe.co.za and include your order number.
Do you ship to PO Boxes?
Unfortunately, we do not deliver to P.O. Boxes.
Can I place an order for international delivery?
We currently do not ship internationally. For international queries, please email hello@chilluxe.co.za.
Can I cancel or amend my order?
If your order has not yet been shipped, we will try our best to amend it. Please email us at hello@chilluxe.co.za.
Warranty & Repair
Can I return my Chilluxe product?
If you are not completely satisfied with your Chilluxe cooler box purchased from our online store, you can return it to us in saleable condition and in its original packaging within 30 days of delivery for a full refund. Simply email us at hello@chilluxe.co.za with your order number, and we will initiate the process. You are responsible for the costs of returning the product. Chilluxe reserves the right to refuse a return if the product shows signs of use, has been damaged, or is not in the original packaging.
How long does it take to process a refund after a return?
We aim to process all returns and refunds as quickly as possible, but during busier periods, this could take up to three weeks from when the item is received by us. You will receive a notification once a refund has been issued. Depending on your bank, it can take up to five additional business days for the funds to revert to your account. All refunds are returned to the initial form of payment.
Contact Information
For any questions or concerns about our refund policy, please contact us at hello@chilluxe.co.za.