Refund & Cancellation Policy

2.1The Seller's stated cancellation, return, refund, and exchange policy — as displayed on the Seller's store or product listing at the time of purchase — is the primary governing policy for all post-purchase actions. If the Seller's policy does not permit cancellation, return, refund, or exchange, such policy is binding on the Buyer.

2.2Buyers must review the Seller's policy before placing an Order. Chiblu is not responsible for resolving claims that fall outside the Seller's stated policy or the Chiblu Checkout dispute facilitation scope (Section 5).

3.1Regular Products
Cancellation is subject to the Seller's stated cancellation policy. If the Seller's policy permits cancellation, the Buyer may cancel provided the Product has not been dispatched. If the Seller's policy does not permit cancellation, the Order is non-cancellable.

3.2Made to Order Products
Cancellation is permitted only before the Seller accepts the Order. The Seller must accept or reject the Order within twenty-four (24) hours. If the Seller does not respond within this period, the Order is automatically cancelled and the Buyer receives a full refund including the Platform Fee. Once the Seller has accepted the Order, it is non-cancellable, non-returnable, and non-exchangeable.

3.3Customizable Products
Cancellation is permitted only before the Seller accepts the Order. The Seller must accept or reject the Order within twenty-four (24) hours. If the Seller does not respond within this period, the Order is automatically cancelled and the Buyer receives a full refund including the Platform Fee. Once the Seller has accepted the Order, it is non-cancellable, non-returnable, and non-exchangeable.

3.4Production Timeline Exceedance
If a Seller fails to dispatch a Made to Order Product within thirty (30) days or a Customizable Product within forty-five (45) days from Order acceptance, the Buyer is entitled to request a refund from the Seller. Chiblu may facilitate the refund process on behalf of the Seller based on system-recorded dispatch data. The obligation to refund remains solely with the Seller. Chiblu shall not be liable for refunds facilitated due to inaccurate system data, Seller's failure to update dispatch status, or technical errors.

3.5How to Cancel
To cancel an Order, the Buyer must submit a cancellation request through the Platform or by emailing support@chiblu.com with the Order ID and reason. Chiblu will confirm the cancellation status within twenty-four (24) hours after verifying dispatch/production status with the Seller.

4.1Sellers may cancel an Order in the following circumstances:

4.2Where a Seller cancels an Order, the Buyer shall receive a full refund including the Platform Fee. Repeated cancellations by a Seller may result in account review and potential suspension.

5.1For orders paid through Chiblu Checkout, Chiblu may, at its discretion, facilitate communication between Buyer and Seller for the following issues, regardless of the Seller's stated return policy:

5.2Not eligible for facilitation:

6.1Both Buyers and Sellers are strongly encouraged to submit video evidence to support any dispute or claim:

6.2The absence of video evidence will be considered as one factor among all available evidence and may affect the outcome of the dispute.

6.3In the event of conflicting evidence from both parties, Chiblu may, at its sole discretion, make a commercial decision on the dispute. This decision is made as a facilitation measure only and does not constitute a legal finding, warranty of correctness, or assumption of liability by Chiblu. Chiblu shall not be liable for any loss arising from its dispute facilitation decisions. Either party retains the right to seek redress before the appropriate Consumer Forum or court of competent jurisdiction.

7.1The Platform Fee is non-refundable except in the following cases:

7.2In cases of Seller fault, the Platform Fee is refunded to the Buyer and the equivalent amount is recovered from the Seller's pending or future payouts. Chiblu's obligation to refund the Platform Fee in Seller-fault cases is contingent upon successful recovery from the Seller. Where recovery is not possible, Chiblu reserves the right to limit or deny the Platform Fee refund.

7.3Where the refund is initiated for reasons other than Seller fault or platform error (e.g., Buyer cancellation within the Seller's permitted cancellation window), the Product amount is refunded but the Platform Fee is retained by Chiblu.

11.2This discretionary facilitation does not create an obligation for Chiblu to intervene in every transaction or to guarantee any particular outcome. The Buyer retains the right to approach the appropriate Consumer Disputes Redressal Forum if dissatisfied with any outcome.