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RETURNS & REFUNDS

Effective date: 5 Feb 2026
Last updated: 5 Feb 2026
 

This Returns & Refunds Policy explains when returns, repairs, replacements or refunds are available and how to request them. It applies to purchases made through the My Chakchouka website.


This policy is designed to be fair, clear and respectful of both customers and the work involved in handcrafted and made-to-order production.

1. Right of withdrawal (where legally applicable)

Some customers may have a statutory right to withdraw from a distance purchase without giving a reason.

 

European Union customers

 

If you are located in the European Union, you generally have 14 days from the day you receive the goods to withdraw from a purchase, except where an exemption applies.

 

To exercise this right, you must notify us within the applicable period.

 

Returned items must be:

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  • unused,

  • in their original condition,

  • returned with original packaging where reasonably possible.

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Return shipping costs for withdrawal are borne by the customer, unless applicable law provides otherwise.

 

Outside the European Union

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For customers outside the European Union, there is no automatic right of withdrawal for change-of-mind returns.

 

Returns and refunds are governed by this policy and by mandatory consumer-protection laws applicable in your country, where they exist.

2. Defective or non-conforming items

If an item is defective, damaged, or does not conform to the agreed description:

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  • you are entitled to the remedies provided by applicable law, which may include repair, replacement, price reduction or refund;

  • we will cover reasonable return shipping costs for defective or non-conforming items.

 

In many jurisdictions, defects appearing shortly after delivery are presumed to have existed at the time of delivery.

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Handmade variation vs defect

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Many My Chakchouka products are handmade or produced in small series.

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Natural variations in:

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  • texture,

  • color,

  • finish,

  • or minor dimensional differences

 

are inherent to the process and do not constitute defects.

3. Custom and personalised items

Custom or personalised items are created specifically for you and are not eligible for change-of-mind returns.

 

However:

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  • if a custom item is defective, damaged, or does not match the agreed specifications, legal guarantees still apply;

  • in such cases, we will offer an appropriate remedy in line with the law (repair, replacement or refund).

 

To reduce misunderstandings, custom orders may require written approval of specifications or designs before production begins.

4. How to request a return or refund

To request a return or report an issue, please contact us at: hello@mychakchouka.com

 

Please include:

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  • your order number,

  • a brief description of the issue,

  • photos if the item is damaged or defective.

 

We may request additional information where necessary to assess the request fairly.

5. Refund processing

  • Approved refunds are issued using the original payment method, unless otherwise required by law.

  • Refunds are processed within a reasonable timeframe after the returned item is received or the issue is resolved.

  • Banks and payment providers may take additional time to credit the funds to your account.

6. Shipping issues & lost parcels

  • Risk of loss or damage remains with us until delivery.

  • If a parcel is lost or significantly delayed, please contact us so we can investigate with the carrier and propose a solution.

7. Abuse & good-faith principle

This policy is intended to protect customers acting in good faith.
We reserve the right to refuse returns or refunds in cases of clear misuse of the policy, without limiting any statutory consumer rights.

8. Contact & assistance

If you are unsure whether your item qualifies for return or refund, please contact us before taking action. We aim to resolve issues collaboratively and respectfully.

Nothing in this policy limits or replaces your statutory rights under applicable consumer-protection laws. Where local laws grant you additional protections, those rights prevail.

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