Last Updated: 1 January 2025
1. Understanding Our Service
Chrexchep provides personalised shopping assistance and curated product recommendations. We serve as consultants and guides, helping you make informed purchasing decisions. We do not operate as a traditional retailer, and therefore product returns are handled differently than conventional e-commerce transactions.
2. Our Role as Shopping Consultants
As personal shopping consultants, we provide:
- Expert product recommendations based on your preferences and values
- Connections to sustainable, ethical brands and suppliers
- Guidance throughout your shopping journey
- Ongoing support and advice after product recommendations
Products are purchased directly from our partner brands, suppliers, or retailers. Each vendor maintains their own return policies, which we help you navigate.
3. Third-Party Purchases and Returns
3.1 Understanding Product Purchases
When you purchase products we recommend, you are buying directly from the brand, supplier, or retailer. Your transaction is with them, and their terms, conditions, and return policies apply.
3.2 Partner Return Policies
Each of our partner brands maintains individual return policies. Before purchasing, we provide clear information about:
- Return windows and timeframes
- Conditions for returns (unused, original packaging, etc.)
- Return shipping costs and procedures
- Refund processing times
- Exchange options
3.3 Our Assistance with Returns
While we do not process returns directly, we provide comprehensive support:
- Clarifying partner return policies before purchase
- Facilitating communication with brands or suppliers
- Advocating on your behalf when appropriate
- Providing guidance through the return process
- Recommending alternative products if needed
4. Pre-Purchase Guidance
To minimise the need for returns, we take a thorough, consultative approach:
4.1 Detailed Consultations
We invest time understanding your needs, preferences, lifestyle, and values to ensure recommendations align perfectly with your requirements.
4.2 Comprehensive Product Information
We provide detailed specifications, sizing guidance, material composition, care instructions, and realistic expectations for every recommended product.
4.3 Transparency About Products
We honestly communicate both strengths and potential limitations of products, helping you make fully informed decisions.
5. If You're Not Satisfied
5.1 Contact Us First
If you're unhappy with a recommended product, please reach out to us immediately. We're committed to resolving any concerns and ensuring your satisfaction.
5.2 Return Process Assistance
We will guide you through the specific return process for the brand or supplier, including:
- Obtaining return authorisation
- Preparing items for return shipping
- Tracking return status
- Following up on refund processing
5.3 Alternative Solutions
If a product doesn't meet your expectations, we'll work with you to identify better alternatives that truly fulfil your needs.
6. Damaged or Defective Products
6.1 Report Immediately
If you receive damaged or defective products, contact us and the supplier immediately—ideally within 48 hours of receipt. Document the issue with photographs if possible.
6.2 Our Advocacy
We will advocate on your behalf with our partner brands to ensure prompt resolution, whether through replacement, repair, or refund.
6.3 Quality Standards
We only partner with brands that maintain high quality standards and stand behind their products. Defects should be rare, but we ensure they're addressed swiftly when they occur.
7. Consultation Service Satisfaction
7.1 Our Commitment
If you're dissatisfied with our consultation service itself (not the products), we want to know. Your feedback helps us improve and ensures we meet your expectations.
7.2 Service Adjustments
We will adjust our approach, provide additional consultations, or refine our recommendations at no extra cost to ensure you receive the guidance you deserve.
8. Special Circumstances
8.1 Custom or Personalised Products
Some products we recommend may be custom-made or personalised. These typically have limited or no return options. We clearly communicate this before you commit to purchase.
8.2 Final Sale Items
Occasionally, recommended products may be marked as final sale by suppliers. We inform you of this designation and ensure you're comfortable with the non-returnable nature before proceeding.
8.3 Sustainable Products
Many of our recommended products are from small, sustainable businesses with specific return policies designed to reduce waste and carbon footprint. We help you understand these policies upfront.
9. Typical Return Time Frames
While policies vary by brand, most of our partners offer:
- Standard Returns: 14-30 days from delivery
- Extended Holiday Returns: Longer windows during holiday seasons
- Damaged/Defective: Reported within 48 hours, resolved within 7-14 days
We provide specific timeframes for each recommendation.
10. Refund Processing
Refunds are processed by the original seller, not by Chrexchep. Typical refund timelines:
- Refund approval: 2-5 business days after return receipt
- Refund to original payment method: 5-10 business days
- Total time: 7-15 business days from return initiation
We monitor return progress and can inquire with suppliers if delays occur.
11. Our Philosophy on Returns
We believe in conscious consumption and reducing waste. Our consultative approach aims to minimise returns by ensuring recommendations are truly right for you from the start. However, we recognise that sometimes circumstances change or products don't meet expectations. When returns are necessary, we support you fully while encouraging sustainable practices.
12. Contact Us for Return Assistance
If you need to return a product or have questions about return processes, please contact us:
Chrexchep
119 Westwood Avenue, Seattle, WA 98109
Email: info@chrexchep.world
Phone: +1 (206) 555-4480
Our team is available Monday through Friday, 9:00-18:00, and Saturday, 10:00-16:00.
13. Changes to This Policy
We may update this Return Policy periodically to reflect changes in our services or partner practices. Significant changes will be communicated through our website and via email to active clients.
Your satisfaction is our priority. We're here to support you throughout your entire shopping journey, including any return needs that may arise.