Effective Date: January 2026
Customers may request cancellation before the order has been processed or dispatched. Cancellation after processing or dispatch may be subject to the applicable product category and applicable law.
Chal & Bro may cancel an order where product is unavailable, eligibility cannot be established, required documents are missing, delivery is restricted, courier restrictions apply, payment cannot be confirmed, incorrect pricing was displayed, customer information is inaccurate, or cancellation is required for compliance or legal reasons.
If we send a materially incorrect product, contact us promptly after delivery. We may request photographs, videos, packaging information and order details. If our error is confirmed, an appropriate remedy will be provided.
Customers should report transit damage promptly after delivery. Photographs and videos may be requested for verification.
Manufacturing defects may be handled under the applicable manufacturer's warranty or applicable consumer law. The remedy may include repair, replacement or refund, depending on the circumstances.
Returns due solely to a change of mind are subject to product category, product condition, return eligibility, applicable law, and our return procedure.
Airguns and regulated products require special handling. Customers must not independently ship an airgun back to Chal & Bro without receiving written return instructions. Any return, transfer or transportation must comply with applicable law.
Customers must follow our return instructions for knives and other products subject to transportation restrictions. Customers must not independently ship restricted products without our instructions.
Where a return is approved, the product may need to be unused, in original condition, complete with accessories, in original packaging where applicable, and accompanied by the invoice/order information. These requirements do not limit statutory rights that cannot legally be excluded.
Approved refunds will generally be processed through the original payment method or another legally permitted method. Bank/payment-provider processing times may vary.
Nothing in this policy is intended to exclude or restrict any consumer right that cannot legally be excluded or restricted.