RETURNS & REFUNDS

We want you to feel confident ordering from Chula. Because many of our products are made to order, our return and refund process works a little differently from traditional retail.

Please review the information below before submitting a request.

RETURNS & REFUND REQUESTS

How do I request a return or refund?

If there is an issue with your order, please contact us at info@chulasurf.com.

To help us review your request, please include:

• Your order number

• A brief description of the issue

• Photos or videos where relevant

For issues involving misprinted, damaged, defective, or incorrectly produced items, we strongly recommend contacting us within 7 days of receiving your order so we can investigate as quickly as possible.

Return and refund eligibility will depend on the circumstances of the order and the condition of the item.

MADE-TO-ORDER PRODUCTS

Many Chula products are produced using a print-on-demand model. This means an item is made specifically after an order is placed rather than being pulled from traditional retail inventory.

Because of this:

• We do not offer size exchanges or size changes after an order has entered production.

• We strongly recommend reviewing the product description and size chart before placing your order.

• Selecting the wrong size does not automatically qualify an item for a refund or exchange.

If you are unsure about sizing, please review our Size Guide before ordering.

RETURN PROCESS

What happens after I contact Chula?

Once we receive your request, we will review the information provided.

We aim to review and respond to return and refund requests within 7 business days.

If your return is approved, Chula will provide you with the correct return address and any applicable instructions.

Please do not send an item back before receiving confirmation from us.

Returns sent without prior approval may not be accepted.

RETURNED ITEM CONDITIONS

Unless an item arrived defective, damaged, misprinted, or incorrectly produced, returned products must be:

• Unused

• Unworn

• Unwashed

• Unaltered

• In their original condition

Chula may refuse a return if an item has been:

• Worn

• Washed

• Stained

• Altered

• Damaged after delivery

• Damaged through misuse

RETURN SHIPPING COSTS

Unless otherwise confirmed by Chula, customers are responsible for the cost of returning an approved item.

Chula does not offer Freight-To-Collect return services.

If an item arrived damaged, defective, misprinted, or incorrectly fulfilled, please contact us before paying to return the product. We will review the situation and provide the appropriate next steps.

REFUNDS

How will I receive my refund?

If a refund is approved, it will normally be issued:

• To the original payment method used for the order

• In the original purchase currency

Once Chula processes the refund, additional processing time may be required by your bank, credit card company, or payment provider before the funds appear in your account.

NON-RETURNABLE ITEMS

Certain products cannot be returned unless there is a manufacturing defect, fulfillment error, or another issue approved by Chula.

Non-returnable items may include:

• Tights

• Underwear

• Pajamas

• Swimsuits

• Socks

• Masks

• Sample items

• Gift cards

• Items deliberately damaged by the customer

• Items damaged through misuse

• Items altered after delivery

Products that were correctly produced and delivered as ordered generally cannot be returned simply because the customer later decides they no longer want the item.

SIZE ISSUES & EXCHANGES

Can I exchange an item for another size?

Chula does not currently offer size exchanges for made-to-order products.

Please carefully review the size chart available on the product page before completing your purchase.

If the item you received is different from the size you ordered or was incorrectly produced, please contact us at info@chulasurf.com.

DAMAGED, DEFECTIVE, OR MISPRINTED ITEMS

What if my product arrives damaged or defective?

If your item arrives:

• Damaged

• Defective

• Misprinted

• Incorrectly produced

• Incorrectly fulfilled

please contact us as soon as possible.

We strongly recommend submitting your claim within 7 days of delivery.

Please include:

• Your order number

• Clear photos or videos showing the issue

• A brief explanation of the problem

We will review the claim and determine the appropriate resolution, which may include a replacement or refund depending on the circumstances.

LOST PACKAGES

What if my package is lost?

If tracking information indicates that your package may have been lost in transit, please contact us at info@chulasurf.com.

Claims for packages believed to be lost should ideally be submitted within 7 days after the estimated delivery date.

We will review the available tracking information and work with the shipping provider to investigate the package and determine the appropriate next steps.

DELIVERY DELAYS

A delivery delay does not automatically qualify an order for a refund.

Shipping delays may occur because of circumstances such as:

• Customs processing

• Weather

• Carrier disruptions

• Peak shipping periods

• Local delivery conditions

Refunds or replacements may also not be available when a delay or failed delivery results from incorrect or incomplete information provided when the order was placed.

Examples include:

• Incorrect shipping address

• Missing apartment or unit number

• Incorrect phone number

• Incorrect postal or ZIP code

Please carefully review all shipping information before completing your order.

ORDER CANCELLATIONS

Can I cancel my order before it arrives?

Because many Chula products are made to order, cancellation requests must be submitted as soon as possible.

Orders may generally only be canceled before production begins.

Once an order has entered production, we cannot guarantee that it can be canceled or fully refunded.

If you would like to request a cancellation, contact us immediately at info@chulasurf.com with your order number.

ORDER CHANGES

Once production has begun, we may not be able to make changes to:

• Size

• Color

• Product selection

• Shipping information

• Customization details

Please review your order carefully before completing checkout.

If you notice an error after placing your order, contact us as soon as possible. We will do our best to assist you, but changes cannot be guaranteed once fulfillment has started.

RETURN REQUEST TIMEFRAME

For damaged, defective, misprinted, incorrectly produced, or incorrectly fulfilled items, we strongly recommend contacting Chula within 7 days of delivery.

Requests submitted later may take longer to investigate and may not be eligible for the same resolution.

In certain circumstances, Chula may review eligible return or refund requests submitted after this period. Requests submitted more than 180 days after delivery will generally not be eligible for return or refund consideration.

GIFT CARD POLICY

Chula gift cards are delivered digitally by email and may be used toward eligible purchases on our website.

All gift card sales are final.

Gift cards:

• Are non-refundable

• Cannot be exchanged for cash

• Cannot be returned

• May retain any unused balance for a future purchase

Please keep your gift card code secure.

Chula may not be able to replace a gift card that has been lost, deleted, shared, or used without authorization.

If you experience an issue receiving or redeeming a gift card, please contact us at info@chulasurf.com.

NEED HELP?

If you have questions about a return, refund, damaged item, lost package, or cancellation, contact us at:

info@chulasurf.com

Please include your order number whenever possible so we can assist you more efficiently.