Returns & Refunds Policy

MYCHILLO Ltd

Last updated: June 2025

1. Your Right to Return (14-Day Cooling-Off Period)

If you are a consumer in the European Union or the United Kingdom, you have the right to cancel your order and return goods within 14 calendar days of receiving your delivery, without giving any reason. This is your legal right under EU Directive 2011/83/EU and the UK Consumer Contracts Regulations 2013.

To exercise your right to cancel, you must inform us clearly before the 14-day period expires. You may do so by:

• Emailing us at support@mychillo.com with your order number and a clear statement that you wish to cancel

• Using the cancellation form below (optional)

2. Return Conditions

To be eligible for a return, items must be:

• Returned within 14 days of notifying us of your intention to return

• Unused, unworn, and in their original condition

• In original packaging with all tags attached

• Free from perfume, deodorant, makeup, or other marks

Items that do not meet these conditions may not be accepted, or a partial refund may be issued.

For hygiene reasons, the following items cannot be returned unless faulty: swimwear (if the hygiene seal has been removed), underwear, and socks that have been worn or tried on without underwear.

3. Exceptions

The 14-day cancellation right does not apply to:

• Items made to your specification or clearly personalised

• Sealed goods which are not suitable for return due to health protection or hygiene reasons, if unsealed after delivery

4. How to Return

1. Email us at support@mychillo.com with your order number and reason for return.

2. We will confirm your return and provide the return address.

3. Pack your items securely and send them back within 14 days of notifying us.

4. We recommend using a tracked shipping service. You are responsible for the item until it reaches us.

5. Return Shipping Costs

• Standard returns: you are responsible for return shipping costs

• Faulty or incorrect items: we will cover the return shipping cost — please contact us first

6. Refunds

Once we receive and inspect your return, we will process your refund within 14 days. Refunds will be issued to your original payment method.

We will refund the full cost of the items including standard delivery charges. We are not required to refund premium or express delivery charges above our standard delivery cost.

We may reduce your refund if you have used the items beyond what is necessary to check them (e.g., worn them as you would in a shop).