REFUND & CANCELLATION POLICY

Effective Date: June 17, 2026

TRANSPARENCY AND PEACE OF MIND

At Chiyu Healing, we want your journey with us to be rooted in trust and clarity. Because our products are made-to-order through a Print-On-Demand (POD) network, our financial policies surrounding refunds and cancellations are highly specific. This Refund Policy clearly outlines the circumstances under which monetary compensation is granted.

SECTION 1 – THE 12-HOUR CANCELLATION WINDOW

We recognize that mistakes happen in the rush of daily life. If you place an order and immediately realize you need to cancel it or change it, you have a strict 12-hour grace period from the exact moment your payment is confirmed.

  • To cancel, you must email [email protected] within this timeframe.
  • If your cancellation request is received within 12 hours, we will halt production and issue a 100% full refund to your original payment method.
  • After 12 hours: Your order is automatically pushed to our printing facilities. Raw materials are consumed, and labor is initiated. Therefore, no cancellations, modifications, or refunds can be processed after the 12-hour mark.

SECTION 2 – APPROVED REFUND SCENARIOS

Beyond the 12-hour cancellation window, Chiyu Healing will only issue a full or partial refund to your original payment method in the following rare circumstances:

A. Irreparable Defects or Errors

If you receive an item that is severely defective, damaged in transit, or completely incorrect (as outlined in our Returns & Exchanges Policy), we typically offer a free replacement. However, if you prefer not to receive a replacement and instead want your money back, we will honor that request. You must provide clear photographic evidence of the defect within 30 days of delivery to qualify.

B. Lost in Transit

If your package has been scanning as “In Transit” with absolutely no movement or updates for more than 15 business days, and our support team confirms with the carrier that the package is officially lost, you may choose to receive a full refund instead of a reshipment.

SECTION 3 – STRICTLY NON-REFUNDABLE SCENARIOS

To ensure our sustainable business model remains viable, we will not issue refunds, store credits, or chargeback approvals under the following conditions:

  • Sizing Issues: The item does not fit, but the measurements match the size chart provided on our website.
  • Subjective Dislike: You simply do not like the design, texture, or fabric weight once you see it in person.
  • Address Mistakes: The package was returned to the sender, lost, or delivered to the wrong house because you provided an incorrect or incomplete shipping address at checkout.
  • Carrier Delays: The package took longer to arrive than expected due to customs holds, holiday season bottlenecks, or weather disruptions.
  • Stolen Packages: The tracking link shows the package was successfully “Delivered” to your address, but you cannot locate it. (Once marked delivered, the carrier assumes the contract is fulfilled, and we cannot refund stolen property. We advise contacting your local post office and checking with neighbors).

SECTION 4 – THE REFUND PROCESSING TIMELINE

When a refund is officially approved by our support team, we will process it immediately on our end. You will receive an automated email confirmation stating that the refund has been initiated.

Please be mindful that financial institutions operate on their own timelines. It typically takes 3 to 10 business days for the funds to be completely restored to your bank account, credit card, or PayPal balance. If you do not see the funds after 10 business days, please contact your bank or credit card company before reaching out to us again, as there is often some processing time before a refund is posted.

SECTION 5 – CHARGEBACKS & PAYMENT DISPUTES

We are a brand built on healing, communication, and mutual respect. We humbly ask that if you encounter any issue whatsoever with your order, you contact us at [email protected] to seek a peaceful resolution first.

Customers who initiate fraudulent bank chargebacks, or open PayPal disputes claiming “Item Not Received” while tracking shows “Delivered,” or claiming “Item Not As Described” simply because they ordered the wrong size, are severely harming small businesses. We aggressively defend against unwarranted chargebacks by submitting our clear policies, tracking data, and communication logs to the financial institutions. Any customer filing a fraudulent dispute will be permanently banned from the Chiyu Healing community.