Refund policy
Returns
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item(s) must be in the same condition that you received it. Item(s) must BRAND NEW AND UNUSED, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Once the item(s) have been used by the customer they are no longer eligible for refunds.
To start a return, you must contact us at hello@chosty.com. If your return is accepted, we’ll send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
All shipping costs related to returns and exchanges are the responsibility of the customer. Please take appropriate action to insure your package(s) correctly. Chosty or any of it's employees and/or representatives are not responsible for lost packages in the mail.
Refunded orders may be subject to a 20% restocking fee. This will be communicated to the customer upon initial return request.
- Warranty devices are not eligible for 14-day return, and count as warranty claim (broken on arrival items, or defective on arrival). Customers must reach out to hello@chosty.com for warranty claim. Warranty devices will only be replaced with the same make and model.
- Units must be 100% clean, parts must be emptied of product, and all packaging and parts must be intact, including booklets and all box components. If not, order will not be eligible for the return policy
- Chosty reserves the right to deny refunds based on the condition of return.
- Damaged, scratched, defaced, dismantled, uncleaned, or incomplete kits or parts will not be refunded
- Chosty does not accept COD packages, Chosty is not responsible for customs or duty fees
- Free or bundle items kept will be charged at full price (grinders, cleaning kits), and withheld from refund
- Please note that Alaska, Guam, Puerto Rico, Hawaii and all USA customers are not eligible for a pre-paid return label, and must provide their own shipping to return their order, with the shipping company of their choice.
- Returns only eligible for customers within North America
- Customer is responsible for customs and duty fees, and insurance on package.
- Customers must reach out to hello@chosty.com for details before returning items
- Chosty is not responsible for lost or damaged items
- RTS (Return to sender) orders will not be eligible for 14-day satisfaction return
General Return Policy
- Items must be unopened and unused to claim refund or store credit
- Warranty devices are not eligible for 14-day return, and count as warranty claim (broken on arrival items, or defective on arrival). Customers must reach out to hello@chosty.com for warranty claim. Warranty devices will only be replaced with the same make and model.
- Damaged packages on return will be sent back to customer and not refunded
- Before returning, customer must reach out to hello@chosty.com for clear instructions and reference number for the product to be returned
- Wear and tear/glass parts/atomizers/coils must be reported within 3 business days on arrival if damaged, or item will not be replaced under warranty
- Chosty does not accept COD packages. Chosty is not responsible for customs or duty fees
- All 14-day returns are subjected to 20% restocking fee, and 15$ shipping fee if customer received free shipping on order
- Allow 15 days from when we receive shipment to process refund
- Shipping fees associated with RMA orders are the responsibility of the customer. Shipping fees associated with the original order will not be refunded.
- We will be honored to accept returns as long as you contact us within 14 days from the purchased date and meet the above requirements.
Return to sender packages (RTS)
- Customer will be liable to pay for reshipment if there’s a fault in the package being returned
- If customer chooses, RTS packages can be refunded under 14-day General return policy and fees will be deducted from refund
- RTS orders will not be eligible for 14-day satisfaction return
- Any Purolator or UPS orders that are RTS refused or unclaimed will be subject to additional return fees.
ATTENTION:
If RMA process is not followed, package will be refused and shipped back at customer expense. For international returns, customs invoice needs to accurately reflect that package is a return or customs expenses will be deducted from refund or package refused.
You can always contact us for any return questions at hello@chosty.com.
Exchanges
We have a 14-day exchange policy, which means you have 14 days after receiving your item to request an exchange.
To be eligible for an exchange, your item(s) must be in the same condition that you received it. Item(s) must BRAND NEW AND UNUSED, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Once the item(s) have been used by the customer they are no longer eligible for exchanges.
To start an exchange, you must contact us at hello@chosty.com. If your exchange request is accepted, we’ll send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
We will notify you once we’ve received and inspected your item(s) for exchange, and let you know if the item(s) are approved or not. Once the exchange request is approved we will contact you via email to complete your exchange request.
All shipping costs related to returns and exchanges are the responsibility of the customer. Please take appropriate action to insure your package(s) correctly. Chosty or any of it's employees and/or representatives are not responsible for lost packages in the mail.
You can always contact us for any return questions at hello@chosty.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.