At Chroma Shop, customer satisfaction is our top priority. Every product is made-to-order specifically for you; therefore, we cannot offer refunds in cases of buyer’s remorse or customer errors (such as selecting the wrong size or model). We strongly encourage you to review our Size Guide and product descriptions carefully before placing your order.
Cases Eligible for a Refund
We offer a full refund (or a free replacement shipment, depending on the case) under the following circumstances:
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Defective or Damaged Product
If the item you received is defective, contains a printing error, or was damaged during shipping, please contact us within 30 days of delivery. We will ask you to provide clear photos of the defect or damage. Once verified, we will send you a replacement at no additional cost or issue a full refund, based on your preference. -
Incorrect Item Received
If you receive an item that is different from what you ordered (e.g., wrong size, color, or model), please notify us within 30 days. Once we verify the error, we will promptly ship the correct item or provide a full refund. -
Order Not Received (Lost in Transit)
If your order appears to be lost during shipping (e.g., no tracking updates for an extended period) or it is not delivered within a reasonable timeframe, please let us know. After confirming the issue with the carrier, we will either reship your order or issue a full refund.
Cases Not Eligible for a Refund
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Customer Error or Change of Mind
As noted, we do not offer refunds for changes of mind, incorrect sizing/color choices, or other customer errors. Since all items are printed on demand, we are unable to restock or resell returned items. -
Minor Product Variations
Slight variations in color or small differences from the product images shown on our website (due to screen settings or manufacturing processes) are not considered defects. We make every effort to accurately represent our products, but minor differences do not qualify for a refund. -
Refused Delivery or Incorrect Shipping Address
If a package is returned to us because the customer provided an incorrect address or failed to collect the parcel within the carrier’s timeframe, we may reship the order upon request. However, reshipping costs will be at the customer’s expense. If no redelivery is requested, the order will be canceled with no refund of the original shipping cost.
How to Request a Refund
If you believe you are eligible for a refund based on the above criteria, please follow these steps:
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Contact Customer Support
Email us at customer.care@chroma-shop.com and include your order number and a detailed description of the issue. For defective, damaged, or incorrect items, attach one or more clear photos showing the problem. -
Request Review
Our team will review your request within a few business days. If more information is needed, we will contact you. For verified defects or order errors, we typically approve refunds or replacements quickly. -
Refund or Replacement Processing
If your refund request is approved, we will issue it via the same payment method used at checkout (credit/debit card, PayPal, etc.). Processing times may vary depending on the payment provider, but generally occur within 5–10 business days. If you choose a replacement, we will inform you of the new production and shipping timelines. -
Do Not Return Items Without Instructions
Please do NOT send any item back without first receiving clear instructions from our team. In most cases involving defective or incorrect items, returning the original product is not necessary. If a return is required, we will provide a return address and cover the cost of return shipping, as permitted by law.
Note: This refund policy complies with Italian and EU consumer protection laws. For additional information about your rights, please also refer to our Returns & Exchanges section and our Terms & Conditions.