Refund & Return Policy
At Mackenzie-Chillds, our goal is to provide you with products that meet the highest standards of quality and craftsmanship. We understand that sometimes an item may not meet your expectations, and we have created a straightforward, transparent return and refund policy to ensure your satisfaction.
Return Eligibility: All products purchased from Mackenzie-Chillds can be returned within 30 calendar days from the date of delivery. To qualify for a return, the items must be unused, in their original packaging, and free from any damage or signs of wear, except in cases where the item is defective or arrives damaged. Items that do not meet these criteria may not be accepted for return.
Return Process: To initiate a return, please contact our customer service team via email at [email protected] or call +1 678-770-9463. Our representatives will guide you through the return process, provide a return authorization if required, and ensure that your package is directed to the correct return address:
402 Parlor Cir, Locust Grove, GA 30248, United States
Return Shipping: Returns are completely free for all eligible items. Once your return is authorized, we will email you a prepaid, trackable return shipping label at no charge. Simply print the label, attach it securely to your original packaging, and drop the parcel off at the designated carrier location. There are no return shipping fees or restocking fees of any kind. Because we provide the prepaid label, the package is tracked throughout its journey back to us, and we take responsibility for ensuring it arrives safely.
Refund Processing: Once we receive the returned items and verify their condition, refunds are processed within 1-2 business days. The refund will be issued to your original payment method. Please allow 7-10 business days for the amount to appear in your account, depending on your bank or payment provider.
Exchanges: Currently, we do not offer direct exchanges. Customers wishing to replace an item should return the original item and place a new order.
Defective or Damaged Items: If you receive a defective or damaged product, please notify us immediately. Include photos of the damage or defect in your email so that we can process the return or replacement efficiently. Mackenzie-Chillds will cover all return shipping costs for defective or damaged items.
Important Notes:
Personalized or custom orders are non-returnable unless defective.
Refunds will not be issued for items returned without prior authorization or sent to an incorrect address.
Mackenzie-Chillds reserves the right to deny refunds for items that do not comply with the above conditions.
Customer Support: Our support team is available Monday – Friday, 9:00 AM – 6:00 PM ET, to assist with any questions regarding returns or refunds. We are committed to making the return process as simple and transparent as possible, ensuring our customers feel confident and secure in their purchases.
By placing an order with Mackenzie-Chillds, you acknowledge and agree to this return and refund policy. We continually strive to improve our service and appreciate your trust in allowing us to serve you.