Last update: December 17, 2025

1) Right of withdrawal (consumer customers – EU)

In accordance with the law applicable to distance selling in France and the European Union, you have a 14-day right of withdrawal from the date of receipt of your order, without having to provide a reason.
After notifying us of your decision to withdraw, you have 14 additional days to return the product(s).

At CHILLROAD, our priority is your satisfaction. Depending on the product, we also offer you a extended return policy of up to 30 days, without ever limiting your legal rights.

2) General eligibility requirements

To be eligible for a return :

  • the article must be not used, undamaged and returned in its original packaging, with all accessories, instructions, and any complimentary items;
  • one proof of purchase (invoice/order number) is required;
  • Never return your product directly to the manufacturer. : always contact CHILLROAD first.

3) Return procedure – Prior authorization required (RMA)

Before any dismissal, fill out the form at the bottom of the page or contact us directly at support@chill-road.com specifying:

  • your order number ;
  • the product(s) concerned;
  • the reason (withdrawal/defective product/damaged product/preparation error);
  • and, if necessary, photos/videos of the product and packaging.

After validation, we will send you the return instructions, a return merchandise authorization number (RMA) where applicable, as well as thereturn address appropriate (varies depending on warehouse/logistics).
Any return shipped without prior authorization may be refused.

4) Non-returnable products (legal exceptions)

In accordance with the law, the right of withdrawal does not apply in particular:

  • to custom products or manufactured according to customer specifications;
  • to sealed products which cannot be returned for reasons of hygiene or health protection when the seal has been removed ;
  • goods that are likely to deteriorate or expire rapidly;
  • to certain digital content, subject to applicable legal conditions.

5) Refunds

Once the product has been returned and inspected, you will receive an email confirming whether the refund has been approved or declined.

If approved :

  • the refund is made on the same means of payment than the one used when placing the order;
  • the reimbursement takes place no later than 14 days from the date on which we were informed of your decision to withdraw; this period may be deferred until the product has been recovered or proof of shipment has been received;
  • if the product has suffered depreciation as a result of handling beyond those necessary To establish its nature, characteristics, and proper functioning, or if it is returned incomplete (missing accessories, etc.), a partial refund may be applied.

6) Promotional/sale items

Products on promotion, sale, or clearance benefit from same legal rights, including right of withdrawal (except as provided by law).
In the event of a defect or non-compliance, the legal guarantees apply.

7) Delays or missing refunds

If you have not received your refund:

  1. check your bank account;
  2. contact your credit card company (processing delays may apply);
  3. contact your bank;
  4. if the refund still does not appear, fill out the form at the bottom of the page or contact us directly at support@chill-road.com.

8) Exchanges

Exchanges are possible only for defective or damaged products, subject to availability.
Fill out the form at the bottom of the page. or contact us directly at support@chill-road.com (order number + description of the problem + photos if necessary).

9) Return and shipping costs

  • In the event of withdrawal (change of mind), return shipping costs are the responsibility of the customer, unless otherwise specified by CHILLROAD when the return is approved.
  • in the case of a product defective, damaged upon delivery or noncompliantThe terms and conditions (including any coverage of costs) are defined after the application has been approved.

10) Warranties (legal reminder)

Regardless of any manufacturer's commercial warranty, the consumer benefits from:

  • of the legal guarantee of conformity ;
  • of the warranty against hidden defects.
    These guarantees apply in accordance with the laws in force.

RETURN OR EXCHANGE REQUEST

Return/exchange request