Refund policy
Last Updated: July 15, 2026
Thank you for shopping at Chocut. We want you to feel confident when purchasing from us.
This Return and Refund Policy explains the conditions, procedures, costs, and timelines that apply to returns, refunds, cancellations, and product-related issues.
This policy applies to eligible purchases made through chocut.shop and delivered to customers in the United States.
1. Return Period
We accept eligible return requests submitted within 30 calendar days after the order is delivered.
Return requests submitted after the 30-day return period may not be accepted unless required by applicable law.
Submitting a return request does not automatically approve the return. Customers must receive return authorization and return instructions from our customer support team before sending an item back.
2. Return Eligibility
We accept returns for both defective and non-defective products, provided that the applicable conditions in this policy are met.
To qualify for a return, the item must be:
- Unworn, unused, unwashed, and unaltered
- In its original condition
- Free from stains, odors, makeup, deodorant marks, pet hair, or other signs of use
- Returned with all original tags and labels attached
- Returned in its original packaging where reasonably possible
- Accompanied by valid proof of purchase or the applicable order number
We only accept returns of products that remain in new and unused condition.
Items that do not meet these conditions may be rejected or returned to the customer.
3. How to Request a Return
To request a return, contact us at:
Email: info@chocut.shop
Please include:
- Your full name
- Your order number
- The item or items you wish to return
- The reason for the return
- Clear photographs if the item is damaged, defective, incorrect, or materially different from its description
Our customer support team normally responds within 2 business days.
If your return is approved, we will provide the applicable return address and detailed return instructions.
Please do not send merchandise back before receiving written return authorization from us. Unauthorized returns may not be accepted or refunded.
4. Return Method
Eligible returns must be sent by mail to the return address provided by our customer support team.
We do not currently offer:
- In-store returns
- Customer drop-off returns
- Automatic returns to the sender address shown on the package
The address shown on the original parcel may belong to a carrier, fulfillment provider, or logistics partner and may not be able to process returns.
5. Return Address
Returns must only be sent to the address provided by our customer support team after the return request has been approved.
Depending on the product, order, and reason for return, the approved return location may be operated by Chocut or an authorized return-processing partner.
Our registered business address and customer service address are not automatically designated return addresses.
Please contact us before returning any product.
6. Return Shipping Costs and Labels
Change-of-mind returns
For returns caused by personal preference or another reason unrelated to a product defect or fulfillment error, the customer is responsible for:
- Arranging the return shipment
- Purchasing the applicable return label
- Paying the return shipping cost
- Paying any applicable customs duties, postage, or carrier charges
- Retaining the return receipt and tracking information
Examples include:
- Ordering the wrong size
- Selecting the wrong color
- No longer wanting the item
- The style not meeting personal expectations
- Other preference-based reasons
The original shipping charge is non-refundable for change-of-mind returns unless required by applicable law.
Damaged, defective, or incorrect products
If an item arrives damaged, defective, materially different from its description, or different from what you ordered, please contact us within 7 calendar days after delivery.
Please include clear photographs of:
- The product
- The packaging
- The shipping label
- The damaged or defective area
After the issue is reviewed and verified, Chocut will provide an appropriate solution, which may include:
- A refund
- A replacement
- A prepaid return label
- Reimbursement of reasonable return shipping costs
- Another reasonable resolution agreed upon with the customer
Chocut will cover reasonable return shipping costs when an approved return is caused by our error or a verified product defect.
Please do not discard the item or its packaging until the claim has been reviewed.
7. Return Shipping Requirements
For customer-paid returns, we strongly recommend using a trackable shipping service.
Customers should retain:
- The shipping receipt
- The tracking number
- Any applicable customs or postage documentation
The customer remains responsible for the return package until it is delivered to the approved return address.
Chocut is not responsible for return packages that are:
- Sent to an incorrect or unauthorized address
- Lost in transit
- Damaged during return transportation
- Sent without tracking
- Refused or abandoned because of unpaid postage, customs charges, or carrier fees
8. Non-Returnable Items
The following products are not eligible for return unless they arrive damaged, defective, or incorrect:
- Items clearly marked as Final Sale before purchase
- Gift cards
- Personalized or customized products
- Items that have been worn, washed, altered, or damaged after delivery
- Items with removed or missing tags or labels
- Intimate or hygiene-sensitive products after a protective seal or hygiene liner has been removed
- Items returned after the 30-day return period
- Products purchased from a seller or website other than chocut.shop
Any product-specific return exclusion will be clearly disclosed on the applicable product page before purchase.
Sale items remain eligible for return unless they were clearly marked Final Sale before the order was placed.
9. Exchanges
We do not currently offer direct exchanges.
To purchase a different size, color, or style, customers should:
- Request a return for the eligible original item.
- Place a new order for the preferred item.
This helps ensure that the preferred replacement item remains available and can be processed without waiting for the original item to be returned.
10. Return Inspection
After an approved return is delivered, we will inspect the product to confirm that it meets the conditions of this policy.
Return inspections are normally completed within 3 business days after receipt.
We will notify you by email whether the return has been approved or rejected.
A refund may be denied when an item is returned:
- Used or worn
- Washed or altered
- Damaged after delivery
- Incomplete
- Without required tags
- Outside the approved return process
- In another condition that does not meet this policy
11. Refunds
When a return is approved after inspection, the refund will be issued to the original payment method.
Approved refunds are normally processed within 10 business days after return approval.
After we issue the refund, your bank, card issuer, PayPal, Shop Pay, or other payment provider may require additional time to display the funds in your account. This additional processing time is controlled by the payment provider.
Shipping charges paid on the original order are not refundable for change-of-mind returns.
If an entire order is refunded because of our verified error, or because all products were damaged, defective, or incorrect, applicable standard shipping charges may also be refunded.
12. Restocking Fees
We do not charge a restocking fee for eligible returns.
No fixed restocking fee or percentage-based restocking fee will be deducted from an approved refund.
Customers may still be responsible for return shipping costs and other charges described in Section 6 when the return is not caused by a product defect or fulfillment error.
13. Partial Refunds
A partial refund may be offered where permitted by applicable law and agreed upon with the customer, including when:
- Only part of an order is returned
- A minor issue does not prevent normal use of the item
- The customer agrees to keep the product in exchange for a partial refund
We will clearly communicate the proposed amount and resolution before issuing a partial refund.
14. Late or Missing Refunds
If you have not received an expected refund:
- Check the original payment account again.
- Contact your bank, card issuer, or payment provider.
- Allow the provider’s stated processing period to pass.
- Contact us at info@chocut.shop if the refund still does not appear.
Please include your order number and any relevant refund confirmation information.
15. Order Cancellations
Orders may only be canceled before they enter processing or fulfillment.
To request a cancellation, contact us as soon as possible at:
We cannot guarantee that a cancellation request will be completed after an order has been placed.
Once an order has been processed, packed, transferred to a carrier, or shipped, it cannot be canceled. The customer may request an eligible return after delivery in accordance with this policy.
Approved cancellation refunds will be issued to the original payment method.
16. Refused or Undeliverable Packages
Customers are responsible for providing a complete and accurate delivery address.
If a parcel is refused, unclaimed, or returned because of an incorrect or incomplete customer-provided address, any eligible refund will be processed after the package is returned and inspected.
Actual shipping costs, return-to-sender fees, customs charges, or carrier handling fees may be deducted from the refund when the delivery failure was caused by:
- An incorrect or incomplete address
- Refusal of delivery
- Failure to collect the package
- Failure to pay customer-responsible customs or carrier charges
No deduction will be made when the delivery failure resulted from our error.
17. Lost or Delayed Packages
A delayed tracking update does not automatically mean that an order is lost.
If your order has not arrived within the estimated delivery period stated in our Shipping Policy, please contact us at:
We will review the tracking information and contact the shipping provider when appropriate.
If the carrier confirms that the parcel was lost in transit, we will offer an appropriate replacement or refund.
If tracking shows that the package was delivered but you cannot locate it, please check:
- Your mailbox, porch, entrance, or reception area
- Other members of your household
- Neighbors where appropriate
- The local carrier office
You may then contact us for assistance with the carrier investigation.
18. Payment Disputes and Chargebacks
We encourage customers to contact us before opening a payment dispute or chargeback.
Our customer support team will make a reasonable effort to resolve eligible order, delivery, return, and refund concerns in accordance with this policy.
Opening a payment dispute does not remove the customer’s responsibility to provide accurate information or return merchandise when a return is required.
19. Contact Information
For questions about returns, refunds, cancellations, damaged products, or order issues, please contact us:
Brand: Chocut
Email: info@chocut.shop
Phone: +1 (279) 205-1473
Customer Support Hours:
Monday to Friday
9:00 AM to 6:00 PM Pacific Time
Operating Company:
Hangzhou Chaocai Apparel Co., Ltd.
杭州潮裁服饰有限公司
Registered Business Address:
Room 1509, 2nd Floor, Gongxiao Xiangli Center
No. 12 Hexi Road, Chunyuan Village
Yipeng Subdistrict, Qiantang District
Hangzhou, Zhejiang, China
Please contact us before returning any product. The registered business address shown above must not be used as a return address unless our customer support team provides written confirmation.