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Overview
At Chiams Naturals, every order is carefully prepared, packaged and quality-checked before it leaves us. We truly hope you love every product you receive.
Because our products are skincare and personal care items, we have a Returns, Refunds & Exchange Policy in place to protect the health and safety of all our customers while ensuring every concern is handled fairly.
This policy applies to all purchases made through the Chiams Naturals Platform, including our website, WhatsApp Business and any other official sales channels.
Before You Place Your Order
We encourage you to carefully review product descriptions, ingredients, usage directions and sizing (where applicable) before completing your purchase.
If you’re unsure which products are best suited to your skin, our Customer Care Team is happy to help you choose before you order.
Due to the Nature of Our Products
For hygiene and safety reasons, we do not accept returns or exchanges on opened, used or tampered skincare products.
This policy helps ensure that every customer receives products that are safe, fresh and untouched.
Returns
We accept returns only if:
- You received the wrong product.
- Your order arrived damaged during delivery.
- The product has a manufacturing defect.
- Your order is incomplete or an item is missing.
To be eligible for a return:
- You must contact us within 48 hours of receiving your order.
- The product must remain unopened, unused and in its original packaging.
- Proof of purchase is required.
- Clear photos or videos showing the issue must be provided.
Once your request is reviewed and approved, we’ll guide you through the return process.
Exchanges
Where applicable, we may offer an exchange instead of a refund.
Exchanges may be approved if:
- The wrong item was sent.
- The product was damaged during transit.
- A verified manufacturing defect is found.
Exchange requests are subject to product availability.
If the requested item is unavailable, we will discuss suitable alternatives or process a refund where appropriate.
Refunds
If your refund request is approved, your refund will be processed using the original payment method whenever possible.
Please allow 5–10 business days for the refund to reflect, depending on your bank or payment provider.
Shipping fees are generally non-refundable unless the return is due to an error on our part.
We Cannot Accept Returns For
Unfortunately, we cannot accept returns or offer refunds in the following situations:
- You changed your mind after purchase.
- The product has been opened or used.
- You no longer want the item.
- The product did not meet personal expectations despite being correctly described.
- Incorrect product selection made by the customer.
- Skin reactions resulting from failure to perform a patch test or use products as directed.
- Delays caused by courier services that are beyond our control.
Damaged or Incorrect Orders
If your order arrives damaged or you receive the wrong item, please contact us within 48 hours of delivery.
To help us resolve the issue quickly, please include:
- Your order number.
- A description of the issue.
- Clear photographs or videos of the product and packaging.
We’ll investigate your request promptly and work towards the best possible resolution.
Allergies & Skin Sensitivities
Everyone’s skin is different.
While our products are formulated with carefully selected ingredients, we recommend performing a patch test before full application.
Chiams Naturals cannot be held responsible for allergic reactions resulting from known or unknown ingredient sensitivities.
If you have concerns about a specific ingredient, we encourage you to review the ingredient list or contact us before making a purchase.
Order Cancellations
Orders may only be cancelled before they have been processed or dispatched.
Once an order has entered processing or has been handed over to our delivery partner, it can no longer be cancelled.
If you need to make changes to your order, please contact us as soon as possible after placing it.
Our Commitment to You
Customer satisfaction is at the heart of everything we do.
If something isn’t right with your order, we’ll always do our best to resolve the issue fairly, promptly and with care.
Our goal is not just to provide exceptional skincare, but also an experience you can trust from the moment you place your order to the moment it arrives at your doorstep.