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Return & Exchange Policy

Thank you for purchasing from CharmNation ®. We strive to deliver a pleasant shopping experience for our customers.

Although we manufacture and package each of our products as carefully as we can, sometimes it happens when we or you make a mistake. We are all human right?

The common issues can be and not limited to

  • You received the wrong item/product doesn't match the description
  • You received a damaged/faulty item
  • You never received your item
  • You ordered the wrong size

If you meet any of the above criteria, please tell us immediately. We will assist you as much as we can, potentially offer you partial to full money back, exchange of the product or cancel the order.

Please read all the sections below to ensure you understand our Return & Exchange Policy.

 

RETURN & EXCHANGE

We offer return or exchange if our customers received the wrong item or a wrong-sized item.

Return and exchange are offered within 15 days after the confirmed delivery date.

To be eligible for a return or exchange, the product (wrong item or wrong-sized item) must be received by us in the same condition that you received it in. It must be unused, with original tags, in the original packaging, unworn, undamaged and able to resell.

Please take a picture(s), attach it to your email and send it to our support team (as shown below).

Do not send your purchase back to the manufacturer or the warehouse. We will provide you the address to send back the item after we receive your email.

To start the process, send us an email to support@charmnation.com with the following information:

  1. Your name
  2. Order number/Digital copy of the receipt
  3. Brief description of the issue (wrong size or wrong item)
  4. Picture(s) showing the product (if it’s the wrong item)
  5. What you'd like (exchange or return)

* Customers will be responsible for shipping cost coverage for returns.

Once your returned item is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your return/exchange. If you’re approved for exchange, we will be shipping the exchange item out right after. If you're approved for a refund, we will be arranging the refund within 1-2 business days.

 

NON-RETURNABLE & NON-REFUNDABLE ITEMS

There are times we do a limited time/limited amount of giveaways or apply a big discount on products. Those items are not eligible for return since we make little to none profit. Digital gift cards are also non-refundable as they are digital codes. We can't do a partial refund to gift cards. Below is the list of the non-returnable items:

  1. We do not refund items that are marked as 'Delivered' by the courier
  2. Giveaway Products (Products that are $0 for the giveaway and customers only pay shipping & handling)
  3. Flash Sale Products (Products marked clearly on their pages as 'Flash Sale' at greatly reduced prices. Regular sales items & seasonal sales items are not considered as Flash Sale Products.)
  4. Gift Cards

If you are not sure, feel free to send us an email at support@charmnation.com

 

REFUND

We do our best to ensure the quality of each product but sometimes, the product can arrive not in its perfect condition either because of a mistake made while manufacturing or during its logistic course. If the product is faulty and you feel hard to accept it, we would provide partial to a full refund depending on each condition. 

The refund is valid to claim within 15 days after the confirmed delivery date.

Starting the refund process by taking a picture(s), attach it to your email and send it to our support team support@charmnation.com with the following information:

  1. Your name
  2. Order number/Digital copy of the receipt
  3. Brief description of the issue (which part is faulty on the product)
  4. Picture(s) showing the product (if it's a faulty or wrong item)
  5. What you'd like (exchange or refund)

Please send back the faulty item to our indicated address that we provide you after we receive your email (Not our manufacturer’s or our warehouse address where you receive the item from). The shipping time before you receive your item doesn’t count in the 15 days period. You’re good as long as you claim within the 15 days for a refund after the confirmed delivery date. Once your returned item is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will be issued back to your credit card or the original method of payment. Kindly note that it can take 5 to 10 business days for the payment to show on your account after the refund has been processed, depending on your payment method.

If the package is missing during shipping and you never receive your product, we will issue a refund back to you. Note that if the package is delivered to your address (marked as 'Delivered' by the courier) but you didn't receive it, the loss is not covered by us. We suggest you to contact the local courier in this case.

 

PARTIAL REFUND

There are certain situations where only partial refunds are granted (if applicable) 

  1. Any item not in its original condition, or is damaged, or missing parts for reasons not due to our mistake
  2. Any item that is claimed to return but it's been slightly more than 15 days after delivery

 

LATE OR MISSING REFUND (If Applicable)

If you haven’t received a refund yet, first check your bank account again. Especially, look at the transaction date. Sometimes, the refund appears on the transaction date rather than being the latest record on your banking note.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at support@charmnation.com

 

RETURN ADDRESS

To return your product, you should mail your product to 

Receiver: Hongzhi Zhao

Address: 68 Abell Street, Toronto, Ontario, Canada, M6J 0B1

You will be responsible for paying for your shipping cost for returning your item.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

We suggest you to consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

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