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Return & Refund Policy


  1. Return Policy

1.1. What Is The Return Policy?

A return policy is a set of guidelines outlining the process for returning products to a store. It sets out the conditions under which a customer can return a product and the process for requesting a refund or exchange.

1.2. When and How You Can Return The Product?

You can return the products you purchased from Chakra Online Shop within 14 days from the date of purchase.

If you made the purchase through your account on our website, log in with your username and password. You can request a refund in the order details. If you made the purchase as a guest: request a refund by clicking on the link that appears in the "Guest purchase" section, which you can find in any of the emails we send you regarding your order or in the "Contact" section at the bottom of the website. Alternatively, you can also notify us of your refund request by sending an email to Customer Service.

1.3. What Are The Cases Where The Return Will Not Be Accepted?

Please include the correct and complete product in the package, otherwise we will not be able to process your return. In addition, we will not accept returns of products that have been used, have damaged original packaging or are not in fully resalable condition.  In addition, you must present the original invoice and copies of your product(s) in order to request a return. Returns of products without an invoice will not be accepted.


  1. Refund Policy

2.1. What Is The Refund Policy?

The Refund Policy is where you state your policy on whether or not to offer refunds and in what circumstances they may be limited.

2.2. How Are Refunds Realized?

The refund will be made via the same payment method used to make the purchase as soon as possible and at the latest within 14 days of us receiving the items back or you providing evidence of having sent back the items. If you used more than one payment method, both methods will be refunded proportionally.  If you have not received your refund within 14 days, please contact us via e-mail and we will help you.

2.3. Excluded Items

2.3.1. Items that have been made to your specifications or clearly personalised.

2.3.2 Sealed audio recordings, sealed video recordings or sealed computer software, once they are unsealed/unwrapped after you have received them

2.3.3. Sealed items that are not suitable for return for health protection and hygiene reasons (eg underwear, swimwear, earrings, hosiery, socks and fragrances), and that have been unsealed after delivery, or if the hygiene label is no longer in place.

When you receive the items, you may handle them to establish their nature, characteristics and functioning. Acceptable handling of the items is that which would reasonably be allowed in a shop. Items should not have been damaged, soiled, washed, altered or worn (other than to try the item on) and any labels or tags must be intact. If your handling goes beyond what is acceptable and the items are damaged or diminished in value, we may deduct from the amount we reimburse to you, or you may be liable to us for, an amount equal to the diminished value of the items.

Please return the items using or including all their original packaging, instructions, and other documents, if any, accompanying the items.

2.4. What Happens If The Product Sent Is Defective?

According to current consumer protection legislation, all products must be free from defects, i.e. they must comply with the sales contract, be fit for purpose and perform like other products of the same type. If this is not the case, you must contact us immediately from the "Returns" section of the website, by writing to our contact form or via the chat channel, specifying the product details and the damage incurred.

2.5. Right Of Withdrawal

You have the right to withdraw from your order within 14 days, without giving any reason, although please note you have no right to withdraw items that are classed as 'Excluded Items' as mentioned in the “Terms and Conditions”. The withdrawal period is counted from the day of the delivery of the last item(s) in your order. The easiest way to exercise your right of withdrawal is to contact us by using the contact form on our website, and returning the items to us using one of the two returns methods described above.

However, to meet the withdrawal deadline, it is sufficient for you to let us know about your decision to withdraw from your order before the withdrawal period has expired.

If you have ordered items from outside the ………. , from another non-EU member state via this website, then:

  • the provisions of this Clause 2.5. shall apply regarding withdrawal and returns; and
  • we are under no obligation to repay shipping costs to destinations other than to the original delivery address;

except if the item is defective, in which case the provisions of the paragraph above entitled "What Happens If The Product Sent Is Defective?" will apply in all cases.

2.5.1. Effects of withdrawal

We will refund all payments received from you, including the costs of our standard delivery option to the original delivery address, less the fixed return costs if applicable (please see above), without undue delay and in any event no later than 14 days from the day on which we are informed about your decision to withdraw. We will use the same means of payment that you used to pay for your order and this will not cause you any extra fees.

We may withhold the refund until we have received the items back, or you have supplied evidence of having sent back the items, whichever is the earlier.

You must send back the items or hand them over to us without undue delay, and in any event no later than 14 days from the day on which we are informed about your decision to withdraw. Please use one of the two returns methods described above. If you do not return to one of our UK stores, you will need to bear the cost of returning the items to us.

You are only liable for any diminished value of the items resulting from their handling, other than that which is necessary to establish the nature, characteristics and functioning of the items.

2.6. Under Which Conditions Is Reimbursement Granted And Under Which Conditions Is Not Reimbursement Granted?

We will provide you with a full refund for any returned product, provided it is returned in the same condition as when you received it. If an item has been damaged, soiled, washed, altered or worn in any way (other than by trying it on) and the value of the item has decreased, we are entitled to deduct from your refund an amount corresponding to the decreased value of the item. Therefore, please treat your products with care.

The right of withdrawal and return does not apply to products that are sealed and, if the seal has been removed, are not suitable for return for health protection or hygiene reasons.