Refund Policy

At Chilesa LTD, we want you to be completely satisfied with your MagSafe power bank purchase. This Refund Policy outlines your rights and the steps to return a product.

1. Our Guarantee

All magnetic power banks sold by Chilesa LTD are covered by a 14-day satisfaction guarantee (cooling-off period) and a 12-month warranty against manufacturing defects. If you are not happy with your purchase for any reason, you may request a refund or exchange under the conditions below.

2. Eligibility for Refund

To qualify for a refund, the following conditions must be met:

• The product must be returned within 14 calendar days from the date you receive it (UK & EU customers enjoy this statutory right).
• The power bank must be in original, resalable condition – unused, unopened, with all accessories, cables, and original packaging intact.
• Proof of purchase (order number or receipt) is required.

3. Faulty or Damaged Products

If your magnetic power bank arrives damaged or develops a fault within 12 months of purchase:

• Contact us immediately with photos/videos of the issue.
• We will arrange a free replacement or a full refund including original shipping costs.
• Return shipping costs for faulty items are covered by Chilesa LTD.

4. Change of Mind / No Longer Wanted

If you simply change your mind:

• You are responsible for return shipping costs (unless the product is faulty).
• Refunds will be issued for the product price minus any original delivery charges (unless you return the whole order).
• We recommend using a tracked shipping service – we cannot refund items lost in return transit.

5. Non-Returnable Items

For hygiene and safety reasons, the following cannot be returned:

• Products showing signs of physical damage (drops, water, tampering).
• Accessories that have been unsealed (e.g., cables, pouches) unless faulty.
• Items returned after 30 days from delivery.

6. How to Request a Refund

1. Contact Support – Email us at >[email protected] with your order number and reason for return.
2. Receive Return Instructions – We will provide you with a return address and a Return Merchandise Authorization (RMA) number.
3. Ship the Product – Pack the power bank securely, include the RMA number, and send it back.
4. Refund Processing – Once we receive and inspect the return (typically within 5 business days), we will issue a refund to your original payment method.

You will receive an email confirmation once the refund is completed. Please allow up to 10 business days for the refund to appear, depending on your bank or payment provider.

7. Late or Missing Refunds

If you haven’t received a refund after 10 business days from our confirmation:

• Check your bank account again.
• Contact your credit card company or bank – processing times vary.
• If you’ve done all of the above and still have not received your refund, please reach out to us at [email protected].

8. Exchanges

If you need a different model (e.g., PowerCore 5K instead of 10K), please return the original item for a refund and place a new order. This is the fastest way to get the right product.

9. Contact Us

For any refund-related questions, please contact our customer support team:

• Email: >[email protected]
• Phone: +44 122 832 6859
• Address: Chilesa LTD, St Nicholas Gate Retail Park, London Rd, Carlisle CA1 2EA, United Kingdom