Refund policy
Refund & Returns Policy
At Chenai Studio, all sales are final. As we specialise in curated vintage and second-hand clothing, we do not accept returns or exchanges unless an item meets one of the specific exceptions outlined below.
Please read all product descriptions, measurements, and photographs carefully before making a purchase.
Section 1. No Returns
Chenai Studio operates a strict no-returns policy.
We do not accept returns or exchanges for:
- Change of mind
- Incorrect fit or sizing where the measurements provided on the product listing are accurate
- Personal preference
- Minor signs of wear, fading, or imperfections consistent with the age and nature of vintage or second-hand clothing
- Differences in colour due to screen or monitor settings
As each item is one of a kind, all purchases are considered final sale.
Section 2. Exceptions
A return will only be considered if:
- The item is significantly not as described in the product listing; or
- The measurements provided are materially incorrect, resulting in the garment differing substantially from the listed size.
No other reasons for return will be accepted.
If you believe your item meets one of these exceptions, you must contact us within 14 days of delivery with your order number, a description of the issue, and clear photographs (and measurements where applicable).
Section 3. Reporting an Issue
If you believe your item qualifies for an exception, please contact us within 7 days of receiving your order. Returns will not under any circumstances be accepted without prior contact.
Please include:
- Your order number;
- A description of the issue;
- Clear photographs showing the problem; and
- Any relevant measurements, where applicable.
We will review your request and respond as soon as reasonably possible.
Section 4. Condition of Returned Items
If a return is approved, the item must be returned:
- In the same condition in which it was received;
- Unwashed and unworn after delivery;
- Free from odours, stains, or damage caused after receipt; and
- With any original tags still attached (where applicable).
We reserve the right to refuse a refund if the returned item does not meet these conditions.
Section 5. Refunds
Where a return has been approved by Chenai Studio, the customer is responsible for arranging and paying for the return shipping costs.
All approved returns must be sent using a tracked postal or courier service. We strongly recommend retaining proof of postage and the tracking information until your return has been received and processed.
If a return is sent without tracking and is lost, delayed, or cannot be delivered to us, Chenai Studio cannot accept responsibility and will not issue a refund, as we are unable to verify receipt of the item.
A refund will only be issued once the approved returned item has been successfully received and inspected by Chenai Studio.
Refunds are typically processed within 5–10 business days after the returned item has been received and inspected.
Section 6. Damaged Parcels
If your parcel arrives visibly damaged, please notify us as soon as possible and retain all packaging where possible. This helps us investigate with the courier.
Section 7. International Orders
Customers are responsible for any customs duties, taxes, or import charges applied by their country.
These charges are not refundable by Chenai Studio.
Section 8. Your Consumer Rights
Nothing in this policy limits or excludes your statutory rights under applicable consumer protection laws, including the Consumer Rights Act 2015 and other applicable UK legislation.
Section 9. Contact Us
If you have any questions regarding this policy or wish to request a return under the exceptions above, please contact:
Chenai Studio
chenaistudio1@gmail.com