Refund policy

Thank you for shopping with ChillHammock. We want you to feel confident and comfortable when purchasing from our store. This Return and Refund Policy explains how returns, exchanges, refunds, damaged items, and order issues are handled for purchases made through chillhammock.space.

By placing an order with us, you agree to the terms outlined below.

1. Return Eligibility

We accept returns within 30 days of the date your order is delivered.

To be eligible for a return, your item must meet the following conditions:

The item must be unused, unworn, unwashed, and in the same condition that you received it.
The item must be returned with all original packaging, accessories, straps, carrying bags, manuals, tags, and included components.
The item must not show signs of outdoor use, dirt, stains, odors, damage, washing, alteration, or improper handling.
Proof of purchase, such as your order confirmation email or order number, must be provided.

Items that do not meet these conditions may be refused or may only qualify for a partial refund at our discretion.

2. Non-Returnable Items

The following items are not eligible for return unless they arrive damaged, defective, or incorrect:

Items that have been used outdoors or installed
Items with visible wear, dirt, stains, odor, or damage
Items missing original packaging or accessories
Clearance, final sale, or promotional items marked as non-returnable
Gift cards, if applicable
Products damaged due to misuse, improper installation, improper storage, or normal wear and tear

3. How to Request a Return

To request a return, please contact us at:

Email: support@chillhammock.space
Phone: +1 905-529-1392

Please include the following information in your message:

Your full name
Your order number
The email address used at checkout
The item you would like to return
The reason for the return
Photos of the item and packaging, if the product is damaged, defective, or incorrect

Please do not send your item back without contacting us first. Returns sent without approval may not be accepted.

4. Return Shipping

Unless the return is due to our error, such as a wrong item, defective item, or damaged item, customers are responsible for return shipping costs.

We recommend using a trackable shipping service when returning your item. ChillHammock is not responsible for returned items that are lost, delayed, or damaged during return shipment.

If your return is approved because the item arrived damaged, defective, or incorrect, we may provide return instructions or a return shipping solution depending on the situation.

5. Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives.

If your item arrives damaged, defective, or incorrect, contact us within 7 days of delivery at support@chillhammock.space.

Please include:

Your order number
A clear description of the issue
Photos or videos showing the damage, defect, or incorrect item
Photos of the shipping package and label

Once we review your request, we may offer a replacement, refund, store credit, or other appropriate resolution.

Damage caused by misuse, improper installation, exceeding weight limits, exposure to extreme conditions, improper storage, or normal wear and tear is not considered a manufacturing defect.

6. Exchanges

We may offer exchanges depending on product availability.

If you would like to exchange an item for another color, size, or product, please contact us at support@chillhammock.space. If the requested item is unavailable, we may offer a refund or store credit after the original item is returned and inspected.

Customers are responsible for any price difference and applicable shipping costs unless the exchange is due to our error.

7. Refund Process

Once your return is received and inspected, we will notify you by email whether your refund has been approved or rejected.

If approved, your refund will be issued to the original payment method used at checkout. Please allow 5–10 business days for the refund to appear on your bank or credit card statement, depending on your payment provider.

Original shipping fees, handling fees, shipping protection, customs fees, duties, taxes, and return shipping fees are non-refundable unless required by law or unless the return is due to our error.

8. Late or Missing Refunds

If you have not received your refund after the expected processing time:

Check your bank or credit card account again.
Contact your credit card company or payment provider, as processing times may vary.
Contact your bank.

If you have completed these steps and still have not received your refund, please contact us at support@chillhammock.space.

9. Order Cancellations

If you need to cancel or change your order, please contact us as soon as possible at support@chillhammock.space.

We cannot guarantee changes or cancellations once an order has been processed, packed, or shipped. If the order has already shipped, you may need to follow the return process after delivery.

10. Refused or Undeliverable Packages

If a package is refused, unclaimed, or returned due to an incorrect or incomplete shipping address provided by the customer, the customer may be responsible for any return shipping fees, reshipping fees, or carrier charges.

Refunds for refused or undeliverable packages may exclude original shipping costs and any fees charged by the carrier.