Return & Refund Policy

Last updated: June 2, 2025

1) Right of withdrawal (consumer customers – EU)
In accordance with the law applicable to distance selling in France and in the European Union, you have a right of withdrawal of 14 days from the receipt of your order, without having to provide a reason.
After notifying us of your decision to withdraw, you have an additional 14 days to return the product(s).

At CHILLROAD, your satisfaction is our priority. We also offer, depending on the product, an extended commercial policy of up to 30 days, without ever limiting your statutory rights.

2) General eligibility conditions
To be eligible for a return:

the item must be unused, undamaged and returned in its original packaging, with all accessories, instructions and any included extras;
proof of purchase (invoice / order number) is required;
never send your product directly back to the manufacturer: always contact CHILLROAD first.

3) Return procedure – Prior authorisation required (RMA)
Before sending anything back, complete the form at the bottom of the page or contact us directly at contact@chillroad.com stating:

your order number;
the product(s) concerned;
the reason (withdrawal / defective product / damaged product / picking error);
and, if necessary, photos/videos of the product and its packaging.

After validation, we will provide you with return instructions, an authorisation number (RMA) where applicable, and the appropriate return address (which may vary depending on the warehouse/logistics).

Any return shipped without prior authorisation may be refused.

4) Non-returnable products (statutory exceptions)
In accordance with the law, the right of withdrawal does not apply, in particular:

to personalised products or products made to the customer's specifications;
to sealed products that cannot be returned for reasons of hygiene or health protection once the seal has been broken;
to goods liable to deteriorate or expire rapidly;
to certain digital content, under the applicable statutory conditions.

5) Refunds
Once the product has been returned and inspected, you will receive an email confirming whether the refund has been approved or refused.

If approved:

the refund is made using the same payment method used for the original order;
the refund is processed within 14 days at most from the date on which we were informed of your decision to withdraw; this period may be delayed until we recover the product or receive proof of shipment;
if the product has depreciated as a result of handling beyond what is necessary to establish its nature, characteristics and proper functioning, or if it is returned incomplete (missing accessories, etc.), a partial refund may be applied.

6) Sale / discounted products
Products on promotion, sale or clearance benefit from the same statutory rights, including the right of withdrawal (except for exceptions provided by law).
In the event of a defect or non-conformity, statutory warranties apply.

7) Late or missing refunds
If you have not received your refund:

check your bank account;
contact your credit card company (processing delays may apply);
contact your bank;
if the refund still does not appear, complete the form at the bottom of the page or contact us directly at contact@chillroad.com.

8) Exchanges
Exchanges are only possible for defective or damaged products, subject to stock availability.
Complete the form at the bottom of the page or contact us directly at contact@chillroad.com (order number + description of the problem + photos if necessary).

9) Return shipping and costs

in the event of withdrawal (change of mind), return shipping costs are borne by the customer, unless otherwise stated by CHILLROAD when the return is approved;
in the event of a defective, damaged on delivery, or non-conforming product, the terms (including any potential reimbursement of costs) are defined after the claim has been validated.

10) Warranties (statutory reminder)
Independently of any manufacturer commercial warranty, consumers benefit from: