Refund policy

Effective Date: July 15, 2026

At ChimeNest.store, we believe that every home and garden should offer moments of stillness, harmony, and quiet beauty. Our collection of wind chimes, Japanese-inspired bells, glass ornaments, kinetic wind spinners, and outdoor decorations is selected to bring gentle movement and soothing sound into everyday spaces.

We want every purchase to feel as peaceful and reassuring as the products we offer. This Return and Refund Policy explains your rights, the conditions for returning an item, the steps required to request assistance, and how refunds, replacements, and exchanges are handled.

Shopify requires merchants to provide customers with a current, accurate, publicly accessible, and easy-to-find refund policy. This document is intended to satisfy that requirement while clearly communicating the practices of ChimeNest.store.

Please read this policy carefully before placing an order.

1. Our 30-Day Return Policy

ChimeNest.store accepts eligible return requests submitted within 30 calendar days after the date your order is recorded as delivered by the shipping carrier.

To qualify for a return, the item must generally be:

In the same condition in which it was received
Unused, unworn, uninstalled, and unaltered
Free from stains, scratches, odors, damage, or signs of outdoor exposure
Returned with all original components, accessories, hooks, strings, pendants, packaging, manuals, and protective materials
Accompanied by valid proof of purchase from ChimeNest.store

Opening a package solely to inspect the product does not automatically make it ineligible for return. However, products that have been installed, hung outdoors, assembled, modified, used, or exposed to rain, wind, moisture, direct sunlight, smoke, chemicals, or other environmental conditions may not qualify for a change-of-mind return.

A return request must be approved before an item is shipped back. Products returned without authorization may be refused, delayed, or returned to the sender.

2. How to Request a Return

To begin a return, contact our customer care team at:

Email: support@ChimeNest.store
Telephone: (289) 401-9346
Mailing address: 266 Sylvan Ave, Scarborough, ON M1E 1A6, Canada

Please include the following information:

Your full name
Your order number
The email address used to place the order
The name of the product you wish to return
The reason for the return
Clear photographs or a short video when the item is damaged, defective, incomplete, or incorrect
Your preferred resolution, where applicable

After reviewing your request, we will provide return authorization and the appropriate return instructions. Depending on the product, your location, and the reason for the return, the designated return facility may differ from our public business address.

Do not send a product to our business address unless our support team specifically instructs you to do so. Sending an item to an unauthorized location can delay processing and may result in additional shipping costs.

3. Return Shipping Costs

For approved change-of-mind returns, including returns involving personal preference, colour expectations, size preference, duplicate purchases, or an item that is no longer wanted, the customer is generally responsible for return shipping costs.

Original shipping charges, upgraded delivery charges, expedited shipping fees, and other delivery-related fees are generally non-refundable unless the return results from an error by ChimeNest.store or another remedy is required by applicable law.

When an item arrives damaged, defective, materially different from its product description, or incorrect due to our error, ChimeNest.store may provide one of the following remedies:

A prepaid return label
Reimbursement of reasonable return postage
A replacement without requiring a return
A partial refund
A full refund

The appropriate resolution will depend on the circumstances, product value, available evidence, destination country, and inventory availability.

Customers must not return items using cash-on-delivery services or postage-due shipping. ChimeNest.store is not responsible for unauthorized shipping charges, customs charges, or handling fees imposed on an unapproved return.

4. Return Packaging and Transit Responsibility

Returned products must be packaged securely and with appropriate protection. Wind chimes and decorative ornaments may contain glass, metal tubes, wooden parts, strings, hooks, bells, or delicate pendants that can be damaged during transportation.

Whenever possible, please reuse the original packaging and protective materials. If the original packaging is unavailable, use a sturdy shipping box, adequate cushioning, and secure separation between fragile components.

For change-of-mind returns, the customer remains responsible for the item until it is delivered to the authorized return location. We strongly recommend using a traceable shipping service and retaining the shipping receipt and tracking number.

ChimeNest.store is not responsible for customer-arranged returns that are lost, misdirected, refused, damaged in transit, or delivered to an unauthorized address.

A refund may be reduced or refused when a returned product arrives damaged because it was packaged inadequately or when components are missing.

5. Damaged, Defective, or Incorrect Items

Please inspect your order as soon as possible after delivery.

The product arrived broken or visibly damaged
Glass components are cracked, chipped, or shattered
Metal parts are significantly bent or unusable
Essential components are missing
You received a different item from the one ordered
The product has a material manufacturing defect
The parcel contains the wrong quantity
The product cannot reasonably perform its intended decorative function

For the fastest resolution, report visible shipping damage or order errors within seven days of delivery. This reporting period helps us investigate the matter with the carrier or fulfilment provider. Failure to report within seven days does not remove any non-waivable rights available under applicable consumer law.

Your message should include photographs of:

The full product
The damaged or defective area
The exterior shipping package
The shipping label
The internal packaging
All items received in the parcel

Please keep the product, packaging, and shipping materials until we confirm that they may be discarded. In some cases, a carrier or fulfilment provider may require additional inspection or evidence.

After reviewing the claim, we may offer a replacement, refund, partial refund, repair-related solution, or another reasonable remedy. We will not require a customer to pay return shipping when a verified return is necessary because the item was defective, damaged upon arrival, or incorrectly supplied by us.

6. Handmade and Natural Product Variations

Some ChimeNest.store products are handmade, hand-finished, cast, painted, printed, assembled, or produced using glass, iron, stainless steel, wood, paper, rope, ceramic materials, or naturally variable decorative elements.

As a result, minor differences may occur in:

Colour tone
Surface texture
Paint placement
Pattern alignment
Glass transparency
Shape and dimensions
Wood grain
Metal finishing
Suspension angle
Sound and tone
Handmade details

Screens, lighting conditions, photography, and display settings may also cause colours to appear slightly different from the physical product.

Small variations that do not materially affect the product’s appearance, safety, or intended function are not necessarily defects. For example, slight casting marks on rustic iron bells, small bubbles in decorative glass, subtle colour differences, or minor variations in handmade details may be normal characteristics.

However, if you believe the item differs substantially from its description or has a serious quality issue, contact us with photographs so that we can review the matter fairly.

7. Wind-Chime Sound Expectations

The tone and volume of a wind chime depend on many conditions, including:

Wind strength and direction
Hanging height
Installation location
Nearby walls and surfaces
Tube length and material
Bell construction
Clapper movement
Outdoor temperature
Surrounding objects
Personal hearing and sound preference

Product videos and audio recordings are intended to demonstrate the general character of a product. They cannot guarantee that the item will sound identical in every environment.

A preference for a different tone, pitch, volume, or frequency is generally treated as a change-of-mind return rather than a defect, provided the product is functioning as designed.

8. Non-Returnable Items

Certain items cannot be returned unless they arrive damaged, defective, incorrect, or applicable law requires otherwise.

Non-returnable products may include:

Personalized or custom-made products
Products modified at the customer’s request
Final-sale or clearance products clearly marked as non-returnable
Gift cards
Downloadable or digital products
Items returned after the applicable return period
Products showing signs of installation or outdoor use
Products damaged through misuse or improper handling
Products missing essential components or original accessories
Items altered, repaired, painted, cut, restrung, or disassembled by the customer
Products damaged by severe weather, improper mounting, neglect, or normal wear
Items contaminated by smoke, fragrance, chemicals, mould, moisture, or other substances

Sale-priced products are not automatically final sale. Unless clearly identified otherwise on the product page, eligible sale items may be returned under the same conditions as regularly priced merchandise.

Nothing in this section limits rights that cannot legally be excluded.

9. Exchanges

We may offer exchanges for eligible products when replacement inventory is available.

The most reliable way to obtain a different item is to request authorization to return the original product and place a separate order for the preferred item. This helps prevent the replacement from selling out while the return is in transit.

When an exchange is approved directly, the replacement may be dispatched after:

The original item has been received and inspected
Any price difference has been paid
Applicable return or reshipping costs have been resolved

If the replacement item costs less than the original item, the eligible difference will be refunded. If it costs more, the customer must pay the additional amount before shipment.

Exchanges remain subject to stock availability and cannot be guaranteed.

10. Order Cancellations and Address Changes

Orders enter processing quickly. To request cancellation or an address change, email support@ChimeNest.store as soon as possible.

We will make reasonable efforts to accommodate the request, but cancellation or modification is not guaranteed after an order has been processed, assigned to a fulfilment facility, packaged, or transferred to a carrier.

If an order cannot be cancelled, the customer may request a return after delivery in accordance with this policy.

Customers are responsible for providing a complete and accurate delivery address. Refunds are not guaranteed for orders that are delayed, returned, lost, or delivered incorrectly because the customer supplied incomplete or inaccurate information.

If a parcel is returned to sender due to an invalid address, refusal, failure to collect, unpaid import charges, or repeated unsuccessful delivery attempts, we may deduct actual shipping, return, handling, or customs costs from the refund where legally permitted.

11. Return Inspection

After an authorized return is delivered, we will inspect it to verify:

The product’s condition
Signs of use or installation
Packaging condition
Presence of all components
Consistency with the approved return request
Eligibility under this policy

Please allow approximately five to ten business days after delivery of the return for inspection and processing. High-volume periods, international returns, carrier delays, or complex claims may require additional time.

We will notify you whether the refund has been approved, partially approved, or declined. If a deduction or denial is proposed, we will explain the reason.

12. Refund Method and Processing Time

Approved refunds are generally issued to the original payment method used for the order.

Depending on the situation, an approved refund may include:

The product purchase price
Applicable taxes
Original standard shipping costs when legally required
Reasonable return shipping costs for a verified defective or incorrect product

Unless required by law or agreed otherwise, refunds do not include:

Expedited delivery fees
Premium shipping upgrades
Gift-wrapping fees
Currency conversion costs
Bank charges
Import duties paid directly to government authorities
Unauthorized return expenses

Once processed by ChimeNest.store, the refund may take additional time to appear in your account. Processing times are controlled by banks, card issuers, payment providers, and other financial institutions. Shopify’s systems permit merchants to issue full or partial refunds through the original order, but the customer’s financial institution determines when the funds become visible.

13. Late or Missing Refunds

If we confirm that a refund has been issued but it does not appear in your account:

Review the original payment account.
Contact your credit card company or payment provider.
Contact your bank, as pending processing may take additional time.
Confirm that you are reviewing the correct statement and currency.
Contact us at support@ChimeNest.store if the refund remains missing.

Please include your order number and any relevant communication so that we can review the transaction.

14. Partial Refunds

A partial refund may be appropriate when:

Part of a multi-item order is returned
A minor issue does not prevent normal use
The customer chooses to keep an imperfect product
A returned item has diminished value
Packaging or non-essential components are missing
Damage occurred after delivery
The product has been used beyond what is reasonably necessary for inspection

We will not impose an unreasonable deduction. Any reduction will reflect the actual condition of the returned product, missing components, or loss in value, subject to applicable law.

15. Gifts

When an item was purchased as a gift, refunds are normally issued to the original purchaser’s payment method.

We may offer store credit or an exchange to the gift recipient when appropriate and technically available. Proof of purchase is still required.

We cannot disclose private order or payment information to a gift recipient without authorization from the purchaser.

16. Chargebacks and Payment Disputes

We encourage customers to contact us before opening a chargeback or payment dispute. Our support team will make a good-faith effort to investigate delivery concerns, product issues, duplicate charges, unauthorized transactions, or refund questions.

Submitting a chargeback does not guarantee a refund and may slow the resolution process because the payment provider assumes control of the investigation.

Fraudulent chargebacks, false claims, altered evidence, and intentional misuse of return procedures may result in refusal of future service and may be reported to relevant payment providers or authorities where appropriate.

17. Consumer Rights

This policy is intended to provide clear contractual terms and does not exclude, restrict, or replace any mandatory consumer protection rights available under the laws applicable to your purchase.

Customers in certain provinces, states, countries, or regions may have additional legal rights relating to defective products, misleading descriptions, delayed delivery, cancellation, cooling-off periods, warranties, or refunds.

Where this policy conflicts with a mandatory legal requirement, the mandatory requirement will apply.

18. Policy Abuse

ChimeNest.store reserves the right, where legally permitted, to decline returns or restrict future purchases when there is reasonable evidence of:

Repeated return abuse
Wardrobing or temporary use
Deliberate product damage
False claims
Manipulated photographs
Return of a different product
Missing merchandise
Fraudulent activity
Excessive or abusive conduct toward staff
Attempts to obtain both a refund and possession of the product without authorization

Any decision will be based on available evidence and will not affect non-waivable consumer rights.

19. Changes to This Policy

We may update this Return and Refund Policy periodically to reflect operational changes, product offerings, payment practices, legal obligations, or improvements to our customer service procedures.

The version posted on ChimeNest.store at the time of purchase will generally govern the order, except where a later change is required by law or is more favourable to the customer.

The effective date shown at the beginning of this policy indicates when it was most recently updated.

20. Contact ChimeNest.store

Questions about returns, refunds, damaged products, exchanges, or order cancellations may be directed to:

ChimeNest.store
266 Sylvan Ave
Scarborough, ON M1E 1A6
Canada

Email: support@ChimeNest.store
Phone: (289) 401-9346

When contacting us, please include your order number and a clear explanation of the issue. Our team will approach each request with patience, fairness, and the calm attention that defines the ChimeNest.store experience.

This template is general business information and should be reviewed by a qualified Canadian legal professional before publication, particularly if ChimeNest.store sells internationally.