politique de remboursement

1. Contact us before returning a product

Before sending any item back, please contact CHILLVIA customer support at: support@chillvia.fr.

Please include your order number, the email address used at checkout and the reason for your request. This helps us process your return or refund faster.

Need to request a return?

Send us your order number and a short explanation. For damaged, incorrect or missing items, include clear photos of the parcel and the product.

Contact support Manage my order

2. Right of withdrawal

If you are a consumer, you generally have 14 days from the day you receive your order to notify us that you wish to withdraw from your purchase, without giving a reason.

If your order contains several items delivered separately, the 14-day period normally starts when you receive the last item.

To exercise your right of withdrawal, you can contact us by email, through the contact page, or through the electronic order-management feature if available on your customer account.

The withdrawal request must be sent before the 14-day period expires. Simply returning a parcel without notifying us first may delay the processing of your request.

3. Condition of returned items

Returned items must be sent back in a condition that allows inspection and resale when applicable.

The item must be complete.
The item must be properly protected for return shipping.
All included accessories, sachets, packaging and documents must be returned when applicable.
The product must not have been used in a way that goes beyond what is necessary to inspect it.

4. Important hygiene rule for sealed products

Sealed hygiene products: where the statutory exception applies, sealed goods that are not suitable for return for health-protection or hygiene reasons may lose the withdrawal right once unsealed.

CHILLVIA Patch is an external-use comfort product. If a product is sealed for hygiene or health-protection reasons, it may not be eligible for withdrawal return once opened, when the applicable legal conditions are met.

This does not affect your legal rights if the product is damaged, incorrect or non-conforming.

5. How to request a return

Send your request Email support@chillvia.fr with your order number and reason for return.

Wait for instructions We will confirm whether the item is eligible and provide the return instructions.

Send the parcel back Pack the item carefully and use a tracked shipping method when possible.

Inspection and refund After receiving and checking the returned item, we will process the eligible refund.

6. Return costs

Unless otherwise stated, direct return shipping costs are borne by the customer for withdrawal returns.

If the return is due to a confirmed error by CHILLVIA, an incorrect item, damage or non-conformity, we will provide the solution required by law and may cover reasonable return costs where applicable.

7. Refund timing

Eligible refunds are processed within the applicable legal period after we receive the returned item or proof that it has been sent back.

We may withhold the refund until we have received the returned item or until you have provided proof of return shipment, whichever occurs first when applicable.

Refunds are usually made to the original payment method used for the order.

8. What can be refunded?

Situation	Refund rule
Valid withdrawal return	Eligible product amount and standard initial delivery cost, subject to applicable legal rules.
Customer chose a more expensive delivery option	Only the standard delivery amount may be refundable where required by law.
Product opened despite hygiene seal	May be excluded from withdrawal return where the legal exception applies.
Damaged, incorrect or non-conforming product	The legal remedy will be provided after verification of the issue.
Returned item incomplete or damaged by customer handling	The refund may be refused or reduced where permitted by law.

9. Damaged, incorrect or missing items

If your order arrives damaged, incorrect or incomplete, contact us as soon as possible at support@chillvia.fr.

Please include:

your order number,
the email address used at checkout,
clear photos of the parcel, label and products,
a short description of the issue.

We may ask for additional information in order to assess the situation and offer the appropriate solution.

10. Order cancellation before dispatch

If you want to cancel an order, contact us as soon as possible.

If the order has not yet been prepared or handed to the carrier, we will do our best to cancel it. If the order is already being processed or has already been dispatched, cancellation may no longer be possible and the return policy may apply.

11. Exchanges

We do not guarantee direct exchanges. If an exchange is possible, our support team will confirm the instructions. Otherwise, you may need to return the eligible item and place a new order.

12. Non-returnable situations

A return may be refused or a refund reduced where permitted by law, including where:

the withdrawal period has expired,
the product was returned without prior identification or instructions,
the product is incomplete, damaged or used beyond simple inspection,
the hygiene seal was opened and the legal exception applies,
the request concerns a situation not covered by consumer withdrawal or statutory warranties.

13. Statutory consumer rights

This policy does not limit your statutory consumer rights, including rights relating to legal conformity and hidden defects where applicable.

If a product is defective or non-conforming, contact us and we will handle the request according to applicable consumer-protection rules.

14. Model withdrawal statement

Model withdrawal statement

To JOLIA, 147 Ter Boulevard de Strasbourg, 94130 Nogent-sur-Marne, France — support@chillvia.fr.

“I hereby notify you that I withdraw from the contract relating to order no. ______, received on ______. Name: ______. Address: ______. Date: ______.”

15. Return address

The return address will be provided by our support team after your return request is reviewed.

Please do not send products back to the registered office unless our support team confirms that this is the correct return address.

16. Contact

CHILLVIA customer support
Operated by JOLIA
147 Ter Boulevard de Strasbourg
94130 Nogent-sur-Marne, France
support@chillvia.fr