Last Updated: January 2026

This Return & Refund Policy explains the process for returning products and requesting refunds from Chantell, operated by METAL BOX ENTERTAINMENT LTD.

This policy applies to purchases made through https://chantell.shop/ and is intended to comply with applicable UK consumer-protection requirements.

Your statutory rights are not affected by this policy.

1. Business Information

Trading Name: Chantell
Legal Company Name: METAL BOX ENTERTAINMENT LTD
Company Number: 07967837

Address:
Kemp House
152–160 City Road
London
England
EC1V 2NX
United Kingdom

Email: sales@chantell.shop
Telephone: +44 7855 052937

2. Our Commitment

We want you to be satisfied with your purchase.

If you receive an item that is faulty, damaged, incorrect, or you simply change your mind about an eligible purchase, you may have a right to return the product and receive a refund or other appropriate remedy.

The applicable return process depends on the reason for the return.

3. Change-of-Mind Returns

If you are a UK consumer purchasing eligible goods online, you generally have a statutory right to cancel your purchase without providing a specific reason.

For most eligible goods, the cancellation period is generally 14 calendar days from the day after you receive the goods.

If you decide to cancel, you must clearly notify us within the applicable cancellation period.

Please see our Cancellation Policy for the full cancellation procedure.

4. How to Request a Return

Before sending anything back, please contact us:

Email: sales@chantell.shop

Please provide:

Full name.
Order number.
Email address used for the purchase.
Product you wish to return.
Reason for return, where applicable.
Photographs if the product is damaged, faulty, or incorrect.

We will provide the appropriate return instructions.

Please do not send products to our registered/business address unless we specifically instruct you to do so.

5. Return Timeframe

Where you exercise your statutory cancellation right, you generally need to return the goods without undue delay and no later than 14 days after communicating your cancellation, subject to applicable law.

If a different return period applies to a particular product or promotional arrangement, the relevant terms will be communicated to you.

6. Condition of Returned Products

For change-of-mind returns, you may handle the goods only to the extent necessary to establish their:

Nature.
Characteristics.
Functioning.

Products should be returned in an appropriate condition.

Where permitted by law, we may make a reasonable deduction from your refund if the value of the goods has been reduced because they were handled beyond what was necessary to inspect them.

7. Original Packaging

Where reasonably possible, please return products with their original packaging, accessories, labels, manuals, and other items supplied with the product.

However, a customer will not automatically lose statutory cancellation rights merely because original packaging is unavailable.

Where applicable, any reduction in value will be assessed in accordance with UK law.

8. Faulty Products

If a product is faulty or defective, please contact us as soon as possible.

A product may be considered faulty where, for example, it:

Does not work as reasonably expected.
Is not of satisfactory quality.
Is not fit for its intended purpose.
Does not match its description.

Depending on the circumstances, you may be entitled to:

Repair.
Replacement.
Refund.
Price reduction.
Another statutory remedy.

Your legal rights depend on the circumstances and applicable law.

9. Damaged Products

If your order arrives damaged, please contact us promptly.

Where possible, provide photographs showing:

The damaged product.
External packaging.
Shipping label.
Any visible damage.

This information can help us investigate the matter with the courier or fulfilment provider.

Do not dispose of damaged packaging until we have advised you that it is no longer required.

10. Incorrect Products

If you receive an item that is different from the item you ordered, contact us at:

sales@chantell.shop

Please provide:

Order number.
Product ordered.
Product received.
Photographs where possible.

We will investigate and provide an appropriate solution.

11. Return Shipping Costs

Change-of-Mind Returns

Where you exercise a statutory cancellation right, you will generally be responsible for the direct cost of returning the goods unless we have agreed otherwise or applicable law requires us to pay.

Faulty, Damaged or Incorrect Products

Where a product is faulty, damaged, incorrect, or otherwise does not conform to the contract, we will handle return costs in accordance with your statutory rights.

We may provide specific return instructions or a suitable return method.

12. Refunds

Once a valid return has been processed, we will issue any refund due in accordance with applicable law.

Refunds will generally be made to the original payment method used for the purchase.

We will not normally charge a fee for processing a valid refund.

13. When Will I Receive My Refund?

For a statutory cancellation, we may generally withhold reimbursement until:

We receive the returned goods; or
You provide evidence that you have sent the goods back,

whichever occurs first, subject to applicable law.

After the refund has been processed, your bank or payment provider may require additional time to make the funds available.

14. What Is Refunded?

Where you validly cancel an eligible order, we will generally refund:

The price paid for the returned goods.
The standard delivery charge, where required by law.

We are generally not required to reimburse additional delivery costs resulting from your choice of a more expensive delivery option than the least expensive standard delivery method offered.

15. Refund Deductions

Where permitted by law, a deduction may be made if returned goods have been handled beyond what is necessary to establish their nature, characteristics, and functioning and their value has consequently been reduced.

We will not make unlawful deductions from refunds.

16. Products Excluded From Cancellation Rights

Certain products may be excluded from statutory cancellation rights under UK law.

These may include, depending on the circumstances:

Personalised or made-to-order products.
Products liable to deteriorate or expire rapidly.
Sealed products that are unsuitable for return for health or hygiene reasons once unsealed.
Sealed audio or video recordings once unsealed.
Sealed computer software once unsealed.
Certain digital content once performance has begun with the required consent and acknowledgement.
Other products covered by statutory exceptions.

Any applicable exceptions will be applied in accordance with UK law.

These exceptions do not remove your rights concerning faulty, damaged, or incorrectly supplied goods where those rights apply.

17. Exchanges

We may offer an exchange where appropriate and subject to product availability.

If you would like to request an exchange, contact:

sales@chantell.shop

Where you have a statutory right to cancel or another legal remedy, you are not required to accept an exchange instead.

18. Sale and Discounted Products

Discounted or promotional products are generally subject to the same statutory consumer protections as full-price products.

A discount does not remove your rights concerning:

Faulty products.
Incorrect products.
Statutory cancellation rights.
Other applicable consumer protections.

Any special promotional return conditions will be clearly communicated where applicable.

19. Returned-to-Sender Parcels

If a parcel is returned to us because:

The delivery address was incorrect.
Delivery attempts were unsuccessful.
The parcel was not collected.
Delivery was refused.
Another delivery issue occurred.

Please contact us so we can review the circumstances.

The appropriate solution will depend on the reason the parcel was returned and your legal rights.

20. Lost Returns

We recommend using a tracked or otherwise appropriately recorded delivery service when returning products.

Please retain your proof of postage and tracking information until your return has been processed.

If a return is lost while being sent back, the circumstances and applicable legal rights will determine responsibility.

21. Refunds for Cancelled Orders Before Dispatch

If you successfully cancel an order before it has been dispatched, we will generally process the applicable refund without requiring you to return the goods.

Refunds will normally be made using the original payment method.

22. No Unlawful Restriction of Consumer Rights

Nothing in this policy is intended to:

Remove your statutory rights.
Restrict your legal remedies.
Prevent you from exercising a right provided by UK law.
Require you to accept an exchange when you have a legal right to a refund.

Where applicable law provides stronger consumer protections, those protections will apply.

23. UK Consumer Rights

Your statutory rights may arise under legislation including:

Consumer Rights Act 2015
Consumer Contracts Regulations 2013
Other applicable UK consumer-protection legislation.

Depending on the circumstances, these laws may provide rights relating to:

Quality.
Fitness for purpose.
Description.
Delivery.
Cancellation.
Refunds.
Repairs.
Replacements.
Price reductions.

24. How to Contact Us

For return or refund enquiries, please contact us before sending your product back.

Chantell
Operated by METAL BOX ENTERTAINMENT LTD
Company Number: 07967837