RETURNS & EXCHANGES POLICY

Effective Date: June 17, 2026

OUR MINDFUL APPROACH TO RETURNS

At Chiyu Healing, our vision is to help you “Style Your Soul, Feel the Balance.” Part of maintaining this balance involves being deeply conscious of our environmental impact. To prevent the massive waste generated by traditional retail models, we utilize a 100% Print-On-Demand (POD) production method.

This means that every single shirt, hoodie, or accessory you order is printed, cut, and sewn specifically for you. Because your item is exclusively made-to-order and we do not warehouse pre-made inventory, our rules regarding returns and exchanges are strictly defined. Please read this policy carefully before completing your journey at checkout.

SECTION 1 – ALL SALES ARE FINAL (THE POD RULE)

Because each product is brought to life uniquely for your soul, we cannot accept general returns or offer traditional exchanges. We do not issue replacements or allow returns for the following situations:

  • Buyer’s Remorse: You changed your mind after the order entered production.
  • Incorrect Size Selection: You ordered the wrong size. (We provide detailed, accurate sizing charts on every product page to help you find the perfect fit).
  • Color Preferences: The color looks slightly different in person than on your digital screen (slight variations are a normal part of the printing process).
  • Style Mismatch: You decided the cut, fabric, or design does not suit your personal aesthetic.

We urge you to pause, review your cart, and consult our sizing guides mindfully before confirming your purchase.

SECTION 2 – WHEN WE WILL REPLACE YOUR ITEM (FREE OF CHARGE)

While we are strict about sizing and preference returns, we are deeply committed to delivering excellence. If the balance of your experience is disrupted by an error on our end, we will make it right immediately. You are fully eligible for a free replacement if your order arrives with any of the following issues:

  • Manufacturing Defects: The garment has holes, tears, or broken zippers straight out of the package.
  • Printing Errors: The design is misaligned, severely blurry, peeling, or completely incorrect compared to what you ordered.
  • Fulfillment Mistakes: We accidentally sent you the wrong item, wrong size, or wrong color (e.g., you ordered a Medium Black Hoodie, but received a Large White T-shirt).
  • Transit Damage: The item was visibly damaged or ruined by the carrier during the shipping process.

SECTION 3 – HOW TO SUBMIT A REPLACEMENT CLAIM

If you experience a valid issue as listed above, you have a 30-day window from the date of delivery to report it to us. After 30 days, we unfortunately cannot process any claims.

To initiate a resolution, please follow these simple steps:

  1. Send an email to our support sanctuary at [email protected].
  2. Use the subject line: Replacement Request – Order #[Your Order Number].
  3. Write a brief description of the defect or error.
  4. Crucial Step: Attach 2 to 4 clear, well-lit photographs showing the entire product and a close-up of the specific defect. (If the package was damaged, please include a photo of the packaging as well).

Our customer care team will review your photos within 24–48 hours. Once verified, we will immediately send a replacement to the production queue. You will not be charged for the new item or the shipping, and in most cases, you will not be required to mail the defective item back to us.

SECTION 4 – ADDRESS ERRORS & RETURNED TO SENDER

If a package is returned to our fulfillment facility by the postal service because the customer provided an incorrect, incomplete, or undeliverable address, we cannot reship the item for free or issue a refund. The customer will be responsible for paying a reshipment fee to have a new order routed to the correct destination. Please be mindful and double-check your shipping details at checkout.

SECTION 5 – ORDER MODIFICATIONS

We allow a brief grace period of 12 hours after an order is placed to request changes (such as updating a size or correcting an address). Once these 12 hours have passed, the order is locked into the automated production system and cannot be altered or exchanged.