Exchanges & returns

Exchanges & Returns

Would you like to exchange or return a product? It’s simple and quick in three easy steps.
You have 30 days after receiving your order to return it. Once we receive your return, we’ll refund the purchase amount within five working days.

How to return part of my order

If you decide to return your product within our 30-day cooling-off period, we will refund the full amount of your order within five working days after receiving the returned item.
Unfortunately, return shipping costs cannot be refunded.

Steps to follow:

1. Send an email to info@chloeroche.com to inform us that you wish to return all or part of your order.

2. Wait for a response from our customer service team to confirm whether your return is accepted.

3. If the return is accepted:

   • Carefully pack the product, preferably in its original packaging.

   • Send the parcel to the return address provided by our customer service team.

   • Send the tracking code (Track & Trace) to our customer service.

   • Once the parcel is received and inspected, we will refund the amount of the returned items via the original payment method.

Products not eligible for return

The following products cannot be returned:

• Sealed items where the seal has been broken.

• Products made to the consumer’s specifications (custom-made or personalized).

• Products of a personal nature.

Chloé Roche cannot be held responsible for depreciation of a product resulting from excessive use or improper handling. In such cases, a partial or no refund may apply depending on the condition of the item.

Order cancellation

Once your order has been placed, cancellation is no longer possible. Orders are immediately entered into our system and processed automatically.

Damaged product upon receipt

We’re sorry! The product may have been damaged during transport.
If you receive a damaged or incorrect item, please contact us within 30 days of receipt.
After this period, the right to return expires.

Defect after use

It is possible that a manufacturing defect appears over time. Such a defect must make the product unusable according to the manufacturer’s standards. Wear-and-tear parts are excluded.
For any questions regarding a defect after use, please contact us at info@chloeroche.com

Incorrect product received

We do our best to process all orders correctly, but mistakes can happen.
In this case, we will resend the correct product free of charge.
For any delivery error, please contact us at info@chloeroche.com

Return address

Returns must be sent to our supplier at the following address:

Shenzhen HST Electronics Co., Ltd.
Zhengzhong Industrial Zone, Tangxin Road,
Fuhai Street, Bao'an District
Shenzhen, Guangdong, China
Postal code: 518100