Returns & Refunds

You may request a return within 30 days of the date your order is delivered.

For a standard change-of-mind return, the item must be:

• unused;
• clean and free of dirt, sand, food, liquids, odors, stains, pet hair, or other signs of use;
• undamaged;
• returned with any parts or accessories originally included; and
• in a condition that allows us to resell it as new.

Opening the shipping package, inspecting the backpack, trying it on, and checking its features will not by itself make the item ineligible for return.

This 30-day policy is a voluntary return policy offered by Chillseeker. If the law where you live gives you additional rights to inspect, cancel, return, repair, replace, or receive a refund, those rights still apply.

Before sending anything back, contact us at support@chillseeker.store with:

• your name;
• order number;
• the item you would like to return; and
• a brief reason for the return.

We will send you return instructions and the appropriate return address.

Please do not send a return to an address shown on a shipping label, warehouse label, or package without first receiving return instructions from us. Our fulfillment and return locations may be different.

Returns sent without enough information to identify the order may take longer to process.

For ordinary change-of-mind returns, the customer is responsible for the cost of return shipping unless applicable law requires otherwise.

We strongly recommend using a tracked shipping service. Chillseeker cannot issue a refund for a return we do not receive unless applicable law provides otherwise.

If we sent the wrong product, or an item arrives damaged or has a confirmed manufacturing defect, Chillseeker will cover reasonable return shipping costs or provide another appropriate return method.

International customers should contact us before sending a defective product back so that we can determine the most practical return or replacement method.

Once your return arrives, we will inspect it and let you know whether the return has been approved.

Approved refunds will be sent to the original payment method. We aim to process refunds within 5–10 business days after receiving and inspecting the return. Your bank, credit card company, or payment provider may require additional time before the refund appears in your account.

Where applicable law requires a different or shorter refund deadline, we will follow that requirement.

For voluntary change-of-mind returns, original shipping charges are not refundable unless required by law.

If applicable law requires us to refund standard outbound delivery charges, we will do so. Additional amounts paid for expedited, premium, or upgraded shipping are refundable only when required by applicable law.

We do not charge a restocking fee on eligible returns.

A backpack that has been used outdoors generally cannot be returned under our voluntary 30-day change-of-mind policy.

Examples include a backpack that has been taken to the beach, hiking, camping, tailgating, traveling, or otherwise used beyond what is reasonably necessary to inspect it.

We may decline a voluntary return if the item comes back dirty, wet, stained, damaged, altered, heavily worn, incomplete, or otherwise materially different from the condition in which it was delivered.

This section does not limit your rights if the product is defective, was damaged before delivery, was not as described, or if applicable consumer law gives you broader return rights.

The Chillseeker cooler compartment is leak-resistant, not watertight in select situations.

The zipper and front opening are not designed to create a completely sealed container. Water or meltwater may escape through or around the zipper or opening, particularly if the backpack is tilted, laid on its side, compressed, overfilled, or opened while liquid is inside.

For best results, we recommend reusable ice packs, ice sheets, or otherwise contained ice.

Normal water escape through the zipper or opening, consistent with the product's leak-resistant design, is not by itself considered a manufacturing defect.

This does not mean that every leak is considered normal. A failure of a seam, weld, zipper, liner, or other component caused by defective materials or workmanship may still qualify as a defect under our Limited Warranty or applicable consumer law.

Please inspect your order after delivery.

If your Chillseeker arrives damaged, you receive the wrong product, or you believe there is a manufacturing defect, contact us at support@chillseeker.store as soon as reasonably possible.

Photos of the product, packaging, shipping box, and shipping label may help us resolve the issue more quickly.

For shipping damage, we ask that you contact us within 7 days when possible so that we can document the issue with the carrier. Missing that 7-day request does not take away any consumer right that cannot legally be waived.

Depending on the circumstances and applicable law, we may repair the product, replace it, issue a refund, or provide another remedy available to you.

Chillseeker offers a 1-Year Limited Warranty to the original purchaser of a Chillseeker backpack bought directly from Chillseeker.

What's covered. For 1 year from the date of delivery, we warrant the backpack to be free from defects in materials and workmanship under normal use, including:

• seams, stitching, and welds;
• zippers and buckles;
• shoulder straps, chair straps, and attachment points; and
• the cooler liner and insulation.

What's not covered. This warranty does not cover:

• normal wear and tear, including fading, scuffing, or gradual loss of insulation performance over time;
• damage from misuse, overloading, sharp objects, fire, or heat sources;
• damage from accidents, alterations, or repairs not made by Chillseeker;
• normal water escape through the zipper or front opening, as described in "Cooler Compartment and Water"; or
• products bought from an unauthorized seller.

What we'll do. If your backpack has a covered defect, Chillseeker will, at our option, repair it, replace it with the same or a comparable product, or refund the purchase price. Replacement products are covered for the remainder of the original warranty period.

How to make a claim. Email support@chillseeker.store within the warranty period with your name, order number, a description of the issue, and photos showing the defect. We may ask you to return the product so we can inspect it. If the claim is approved, Chillseeker will cover reasonable return shipping costs.

Your other rights. This warranty gives you specific legal rights, and you may also have other rights that vary from state to state or country to country. This warranty does not limit any rights you have under applicable consumer law.

We do not currently process ordinary exchanges through a separate exchange system.

If you want a different product or variation, the simplest option is generally to return the eligible item for a refund and place a new order.

Defective or incorrectly shipped products may be replaced directly.

Items purchased during a promotion or at a discounted price are covered by the same 30-day voluntary return policy unless the product was clearly identified as Final Sale before purchase.

A launch price, promotional discount, coupon, or temporary sale does not automatically make an item Final Sale.

Final Sale designations do not limit rights that cannot legally be excluded, including applicable rights relating to faulty, damaged, misdescribed, or non-conforming goods.

We accept eligible returns from countries to which we ship.

Customers making an ordinary change-of-mind return are responsible for international return shipping unless applicable law requires otherwise.

Import duties, taxes, brokerage fees, or similar charges paid directly to a government, customs authority, postal service, courier, or other third party are not amounts received by Chillseeker. Whether those charges can be refunded is determined by the applicable authority and local rules.

If Chillseeker collected a tax, duty, or other charge that applicable law requires us to refund, we will refund it as required.

When completing customs paperwork for an approved return, customers should accurately identify the shipment as returned merchandise where permitted. We cannot ask customers to make false customs declarations.

Where applicable, consumers purchasing online in the European Union or European Economic Area may have a statutory right to withdraw from a distance contract within 14 days after receiving the goods without giving a reason.

Our 30-day voluntary return period does not replace or reduce that right.

Where the statutory right of withdrawal applies, you may inspect and handle the product to the extent reasonably necessary to establish its nature, characteristics, and functioning. Applicable law may allow a reduction in the refund if the product loses value because it was handled beyond what was necessary for that purpose.

Where required by law, standard outbound delivery charges will also be refunded. Customers may be responsible for direct return shipping costs when they have been properly informed of that responsibility.

Statutory rights relating to faulty or non-conforming goods also remain unaffected.

UK consumers purchasing online may have statutory cancellation and return rights in addition to this policy.

Where those rights apply, our 30-day voluntary return policy does not reduce or replace them. Refunds, standard delivery charges, handling of the product, return costs, and remedies for faulty goods will be handled in accordance with applicable UK consumer law.

Consumer laws vary around the world.

Nothing in this policy is intended to exclude, restrict, or replace a consumer guarantee, warranty, right of withdrawal, right to cancel, right to repair or replacement, right to a refund, or other protection that applicable law says cannot be excluded or limited.

If a provision of this policy conflicts with a mandatory consumer protection law that applies to your purchase, the mandatory law controls to the extent of that conflict.

Questions about returns, refunds, or damaged products can be sent to:

Chillseeker
by Talewind Innovations LLC
Email: support@chillseeker.store